Dwarkesh G

• Zoho Finance Product Expert
• Offering end-to-end product support via email, chat, and phone calls.
• Provided support via remote desktop software, diagnosing customer issues over private and public networks.
• Offering customized product demonstrations of Zoho Books accounting software to assist clients in configuring it to meet their specific business needs, and following up to secure sign-ups.
• Working closely with partners, chartered accountants (CAs), and certified public accountants (CPAs) to address product-related queries and issues.
• Providing a demonstration of Practice Management Software (Zoho Practice) to assist partners, chartered accountants (CAs), and certified public accountants (CPAs) with the client onboarding process at their accounting firms.
• Established strong relationships with clients and partners through courteous communication and timely responses.

• Handled SME and retention calls as a backup supervisor.
• Mentored team members, and managed employee relationships.
• Established strong relationships with customers through courteous communication and timely responses.
• Responded promptly to customer inquiries via phone, email, chat, and other communication channels.
• Managing metrics with respect to Average Handling Time, Chat Quality, Defects, and NPS.

• Demonstrated product knowledge to customers by providing detailed information about products and services offered.
• Supported sales team members to drive growth and development.
• Answered incoming calls and chats promptly, courteously, and professionally across consumer segments (Retail Bank Accounts, Credit Card, and Loan Accounts) in a structured environment.

• Resolved customer complaints effectively and professionally.
• Identify cross-sell and upsell opportunities with the objective of improving customer relationships.
• Worked on projects for process efficiency, achieving nil defects, NPS, and service quality.

Customer Support L-EV 8:

• Establishing a loyal client base through exceptional service and product knowledge.
• Responded promptly and professionally to customer inquiries.
• Ensuring quality customer service by resolving client issues and disputes.
• Mentored team members to oversee knowledge transition effectively, and managed employee relationships.