DISHANT JOGIYA
Hyderabad
Summary
Highly accomplished professional operating at the critical intersection of client success, product adoption, and operational excellence within dynamic SaaS environments. I transform intricate client challenges into scalable business solutions, cultivating robust, value-driven partnerships that foster trust and drive quantifiable outcomes directly impacting revenue and retention. My deep CRM expertise, particularly within Salesforce ecosystems, is pivotal in optimizing user journeys and internal processes for maximum efficiency. Seeking to contribute extensive experience in client advocacy, product evangelism, and team influence to top-tier technology firms focused on innovative growth.
Overview
6
6
years of professional experience
7
7
Certification
Work History
Technical Support Engineer
Salesforce
02.2022 - Current
- Resolved complex client challenges related to Salesforce CRM functionalities, integrations, and customizations, applying analytical problem-solving to deliver effective, long-term solutions.
- Championed adherence to SLAs and SLOs, driving exceptional client satisfaction and retention through proactive and timely resolutions for premier customers.
- Acted as a trusted advisor to premier enterprise customers, identifying unique business requirements and providing strategic guidance to maximize Salesforce investment and enhance product value.
- Collaborated with cross-functional teams (engineering, product, customer success) to facilitate escalated client case resolution and influence platform enhancements based on client feedback.
- Developed and maintained structured knowledge base, streamlining support processes and providing mentorship to junior team members, enhancing overall team efficiency.
Administrator
Wipro
02.2022 - 11.2022
- Provided comprehensive client support, managing IT-related inquiries via multiple communication channels to ensure efficient resolution and high satisfaction within defined SLAs.
- Implemented robust access controls and security protocols, mitigating compliance risks and safeguarding sensitive client data, ensuring business continuity.
- Coordinated with cross-functional teams and external vendors to resolve complex technical issues, ensuring timely and effective client servicing and high service quality.
Technical Support Representative
IBM India Pvt. Limited
02.2019 - 02.2022
- Resolved technical inquiries for clients, diagnosing root causes to ensure minimal disruption to client operations.
- Monitored and adhered to SLAs and SLOs, consistently ensuring timely issue resolution and maintaining high service quality, prioritizing tasks to meet performance metrics.
- Engaged effectively with clients, providing updates, managing expectations, and acting as a customer advocate to deliver timely resolutions and capture feedback for continuous process improvement.
Education
BBA - Finance
06.2018
Skills
- Client Relationship Management
- Customer Success Management
- Key Account Management Principles
- Strategic Business Acumen
- Needs Analysis
- Product Adoption
- Value Realization
- Negotiation
- Persuasion
- Strategic Problem-Solving
- Customer Service Expertise
- Cross-Functional Team Collaboration
- Stakeholder Communication
- Presentation Skills
- Business-Oriented Documentation
- Collaborative Teamwork
- Mentorship
- Knowledge Transfer
- Salesforce System Administration
- Salesforce Clouds
- CRM Solutions Management
- Data Analysis
- Root Cause Analysis
- Advanced System Troubleshooting
- Application Support
- Incident Management
Certification
- Salesforce Certified Administrator
- Nonprofit Cloud Consultant
- Salesforce AI Associate
- Introduction to Data Science
- Python 101 for Data Science
- Data Science 101
- Master SQL for Data Science
Timeline
Technical Support Engineer - Salesforce
02.2022 - Current
Administrator - Wipro
02.2022 - 11.2022
Technical Support Representative - IBM India Pvt. Limited
02.2019 - 02.2022
Ethames Degree College - BBA, Finance
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