Arun Sunderraj

• Analyzed customer service data to identify trends, identify solutions and improve customer experience.
• Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Managed specialist team to provide technical assistance and customer service.
• Monitored customer service metrics and provided feedback to team members, upholding quality standards.

• Coordinated with customers and resolved all technical issues and prepared documents.
• Designed and prepared technical presentations and recommended solutions for client issues.
• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
• Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
• Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Documented reported faults and bugs for referral to development staff's use in iterative updates.

Product: Sprinklr's Ads Platform

• Resolved system and customer issues by troubleshooting and providing effective solutions.
• Tested product components to identify root causes of issues.
• Planned and led technical training to boost product support team members' skills.
• Tested completed projects for functionality and implemented changes to production methods to rectify issues in final products.

Product: Yahoo's Ads Platform (Premium Display & DSP)

• Resolved 10+ technical support inquiries per day.
• Assisted internal ad-ops executives when stuck with some campaign creation error.
• Mentored them on new platform components and do their work efficiently.
• Participating in regular cross functional team meetings and knowledge sharing.

Product: Yahoo Small Business.

• Used remote diagnostic tools to identify sources of certain customer issues.
• Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
• Processed over 100+ support requests weekly for technical assistance on wide range of issues related to product.