Salesforce
CHAMRAJ S
Product Support Specialist
Bangalore
Summary
Forward-thinking Operations Specialist bringing over 8 years of expertise in Customer Support for service sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Product Support Specialist
Simpl
10.2023 - 05.2024
- Produced detailed reports outlining performance against benchmarks.
- Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- 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.
- Developed expertise in multiple products within company portfolio, becoming go-to resource for colleagues seeking guidance on specific features or functionalities.
- Maintained database systems to track and analyze operational data.
- Motivated and trained employees to maximize team productivity.
- Optimized team performance, providing clear guidance and setting achievable goals.
Senior Learner Success Manager
Simplilearn Solutions
1 2022 - 10.2023
- Created comprehensive training materials designed specifically to enable seamless onboarding of new team members and maintain consistency in operational standards.
- Effectively handled several escalations which otherwise would have impacted company's goodwill on social media platforms by providing satisfactory and timely resolutions to learners
- Hands on experience in working with several industry standard CRM tools such as Salesforce, Avaya, Ameyo, Freshdesk and PowerBi to effectively achieve business goals.
- Created comprehensive training materials designed specifically to enable seamless onboarding of new team members and maintain consistency in operational standards.
- Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
- Implemented new technology to streamline processes and improve operations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Performed statistical analyses to gather data for operational and forecast team needs.
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
- Worked on CRM tools such as Avaya, Ameyo, and FreshDesk
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
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 customer's financial credibility and tax liability
- CRM tool used was mainly Abstracts to evaluate financial data
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.
Education
Masters of Business Administration - Customer Relationship Management
NIBM Global
DIstance 05.2022 - 2023.05
Bachelor of Business Management - Finance -
BASUDEV SOMANI COLLEGE, MYSURU
Mysuru 06.2010 - 2013.06
Skills
- Business Leadership
- Task Delegation
- Stakeholder Management
- Project Planning
Performance Improvements
Strategic Planning
Process Excellence
Team building
Operational Excellence
Certification
Lean Six Sigma Green Belt (LSSGB)
Software
FreshDesk
Ameyo
Avaya
CRM
Timeline
Product Support Specialist
Simpl
10.2023 - 05.2024
Lean Six Sigma Green Belt (LSSGB)
10-2023
PMP
10-2023
Masters of Business Administration - Customer Relationship Management
NIBM Global
05.2022 - 2023.05
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 - 2013.06
Senior Learner Success Manager
Simplilearn Solutions
1 2022 - 10.2023
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