Salesforce
CHAMRAJ S
Product Support Specialist
Bangalore
Summary
Knowledgeable and dedicated customer service professional with over 8 years of extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Product Support Specialist
Simpl
10.2023 - 05.2024
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Implemented efficient tracking systems for monitoring open cases, leading to improved case management practices across team.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Managed over 100 tickets daily, maintaining consistent record of prompt resolution times.
- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Developed strong relationships with clients, resulting in increased trust and loyalty to company's products.
- Improved overall efficiency of support team with streamlined processes and clear communication.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Developed expertise in multiple products within company portfolio, becoming go-to resource for colleagues seeking guidance on specific features or functionalities.
Senior Learner Success Manager
Simplilearn Solutions
1 2022 - 10.2023
- Single point of contact for learners seeking assistance related to their academic course purchases
- Coordinated various sessions between learners and trainers to ensure course modules and syllabus was covered within deadlines
- Accomplished new financial milestones by onboarding new learners by spearheading several marketing campaigns and promotional activities
- Facilitated smooth downloads of SOPs to new hires and also responsible for their performance bases on their KPAs
- Effectively handled several escalations which otherwise would have impacted company's goodwill on social media platforms by providing satisfactory and timely resolutions to learners
- Led team of new hires to achieve several business objectives and targets using strategic planning and scheduling
- Hands on experience in working with several industry standard CRM tools such as Salesforce, Avaya, Ameyo, Freshdesk and PowerBi to effectively achieve business goals.
Customer Delight Executive
Bundl Technologies Pvt Ltd (Swiggy)
05.2018 - 09.2020
- First point of contact for customers reaching out to get their queries and concerns addressed
- Have been part of various pilot projects which went on to become standard SOPs
- Have trained batch of new hires in SOPs of chat process
- Handled L2 escalations on both chat and voice platforms
- Played pivotal role in assisting team whenever required when volumes were highly unstable
- Worked in various LOBs such as email support, voice and chat
- Handled CRM tools such as Avaya, Ameyo, and FreshDesk
- Also handled escalation calls both inbound and outbound.
Senior Executive
Aegis Pvt Ltd
09.2017 - 03.2018
- Part of role was to carry detailed background verification of Hire Right's clients
- Facilitated verification process by coordinating with university officials
- Had to deal with top company officials in confidential manner to verify client's employment related information
- Also had to verify/cross check employee's criminal background/record if any
- On various occasions have been recognized and awarded for efforts put in to streamline verification process.
Senior Tax Analyst
Knowledge Splice Solutions Pvt Ltd
01.2015 - 07.2016
- Mortgage, taxation and banking related services to US clients
- Had to closely work with Bank of America and JP Morgan's employees to assess a customer's financial credibility and tax liability
- CRM tool used was mainly Abstracts to evaluate financial data
- Had to also work with international attorneys to understand and apply relative laws and regulations.
Customer Relations Executive
HGS Pvt Ltd
07.2013 - 09.2014
- Was part of voice support team
- Had to majorly deal with customers of Airtel Telecom for pan India
- Part of role was to address customer concerns, assess their queries and provide best possible resolution as per SOPs
- Have handled escalations on both inbound and outbound processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Masters of Business Administration - Customer Relationship Management - Customer Relationship Management
NIBM Global
Distance 05.2022 - 05.2023
Bachelor of Business Management - Finance -
BASUDEV SOMANI COLLEGE, MYSURU
Mysuru 06.2010 - 06.2013
Skills
Problem-solving aptitude
Process Improvement
Task Delegation
Idea Development and Brainstorming
Problem Resolution
Analytical Skills
Stakeholder Management
Project Planning
Customer Account Management
Strategic communications
Multitasking Abilities
Business Administration
Software
FreshDesk
Ameyo
Avaya
CRM
Timeline
Product Support Specialist
Simpl
10.2023 - 05.2024
Masters of Business Administration - Customer Relationship Management - Customer Relationship Management
NIBM Global
05.2022 - 05.2023
Customer Delight Executive
Bundl Technologies Pvt Ltd (Swiggy)
05.2018 - 09.2020
Senior Executive
Aegis Pvt Ltd
09.2017 - 03.2018
Senior Tax Analyst
Knowledge Splice Solutions Pvt Ltd
01.2015 - 07.2016
Customer Relations Executive
HGS Pvt Ltd
07.2013 - 09.2014
Bachelor of Business Management - Finance -
BASUDEV SOMANI COLLEGE, MYSURU
06.2010 - 06.2013
Senior Learner Success Manager
Simplilearn Solutions
1 2022 - 10.2023