Abien Pudushery

Product Specialist with over 2 years of extensive experience, adept at collaborating with cross-functional teams to successfully develop and launch projects and accounts. Demonstrated track record with renowned accounts/projects like Flipkart Jeeves, Jio-mart, Tata1mg, Meesho, among others.

• Proven proficiency in discerning customer needs, translating them into actionable insights, and effectively communicating them to drive product enhancements and innovative solutions.
• Instrumental in spearheading internal projects geared towards developing new features aimed at enhancing customer experience with software. Notable projects include Watchers, Ticket Tags, Word Cloud, Unified Cloud/Telephony Vendor Integration, and Live Wall dashboards.
• Skilled in fostering stakeholder collaboration across engineering, marketing, sales, and customer support departments, ensuring seamless product launches and continuous support.
• Implemented utilities to bolster support, project management, and onboarding team efficiency, significantly streamlining operations.
• Established comprehensive product resource documents disseminated across all teams, reducing dependencies and facilitating deeper understanding of tool and its capabilities.
• Possess strong communication and presentation acumen, capable of simplifying complex technical concepts for diverse audiences.
• Acted as liaison between customers and engineering teams, facilitating design and development of new solutions integrated seamlessly into product.
• Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line
• Researched product's technical specifications and accurately communicated information
• Assisted with demonstrations for Sales, Pre-sales and CSM teams to showcase functionality
• Boosted customer retention by providing exceptional product support and addressing user concerns
• Tested new software and hardware prior to deployment
• Collaborated with cross-functional teams to streamline product development processes
• Conducted comprehensive training sessions for sales teams, resulting in improved product knowledge and increased sales figures
• Generated reports to track performance and analyze trends

• Technical Support Executive at Kapture CX, with 1 year of experience in handling complex technical issues and providing timely resolutions
• Proficient in troubleshooting software, hardware, and network problems to minimize downtime and maximize user productivity
• Experienced in providing remote support, using ticketing systems, and leveraging knowledge bases for efficient issue resolution
• Demonstrated ability to maintain high customer satisfaction levels and build positive relationships
• Detail-oriented and organized, with effective multitasking and prioritization skills in fast-paced environments.
• Conducted quality assurance testing on software releases, identifying bugs and recommending improvements before deployment
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity
• Managed high volume of tickets of helpdesk system, consistently meeting or exceeding response time targets
• Served as subject matter expert on key technologies, providing guidance and expertise to colleagues when needed
• Created user accounts and assigned permissions
• Developed and implemented training initiatives for new hires
• Tested new software and hardware prior to deployment
• Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times

• Worked as Delivery executive support for Swiggy Genie
• Monitoring real-time dashboards and following up with orders
• Resolving issues raised by delivery executives, handled around 20 calls and more than 50 tickets per day
• Capturing customer feedback.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
• Trained and guided team members to maintain high productivity and performance metrics
• Tended to urgent correspondence to facilitate communication or resolution
• Coordinated seamless communication between departments, resulting in enhanced collaboration efforts across the organization
• Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.

• Maintaining customer focus at all times and responding to customer enquiries over e-mail, phone and chat by handling close to 80 calls, 20+ chats and 10 mails.
• Maintaining knowledge of all existing and upcoming products/services of company
• Capturing customer feedback and channelizing to internal teams for appropriate action
• Monitoring real-time dashboards and coordinating with experts whenever required
• Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands