Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Goutham Kalyan Kumar R

Senior Customer Service Specialist
Chennai

Summary

Customer Experience and Account Management professional with 6+ years of proven success in the SaaS industry, specializing in managing VIP and enterprise clients. Skilled in client onboarding, post-sales support, upselling, and cross-functional collaboration to drive retention and revenue growth. Adept at handling escalations, gathering product feedback, and aligning customer needs with business objectives. Recognized for building long-term client relationships and delivering service excellence. Now seeking an opportunity in Malaysia to lead customer success strategies and contribute to business expansion in a dynamic, growth-driven environment.

Overview

6
6
years of professional experience
4
4
Languages

Work History

Senior Customer Experience Associate

Foodhub Software Solutions
10.2022 - Current
  • Manage relationships with VIP and high-value clients by providing tailored SaaS support to enhance customer retention and satisfaction.
  • Oversee seamless client onboarding and deliver responsive, multi-channel frontline support to promptly address inquiries and resolve issues.
  • Collaborate with product and development teams to relay client feedback and contribute to feature improvements and roadmap planning.
  • Monitor, document, and prioritize client-reported issues, ensuring resolution within defined SLA parameters.
  • Analyze client feedback and usage metrics to uncover opportunities for upselling and service optimization.
  • Maintain comprehensive records of client interactions and support activities to ensure quality and consistency.
  • Guide and mentor junior team members, fostering a culture of knowledge sharing and collaborative problem-solving.

Electronic Data Interchange Analyst

Sri Mookambika Infosolutions
09.2021 - 02.2022
  • Oversaw end-to-end Electronic Data Interchange (EDI) processes, ensuring accurate and timely data transmission for healthcare and logistics clients.
  • Monitored EDI transactions and resolved issues related to XML formatting and data mapping to maintain seamless system integration.
  • Managed and updated customer and transaction records in CRM platforms to support efficient sales order processing and client relationship management.
  • Performed root cause analysis on recurring transmission issues and implemented workflow enhancements to improve data accuracy and operational efficiency.
  • Compiled and analyzed EDI performance reports, delivering actionable insights to stakeholders for data-driven decision-making.

Junior Support Desk Engineer

SrinSoft Technologies
06.2020 - 06.2021
  • Delivered technical and application support to healthcare and logistics clients, ensuring prompt issue resolution in alignment with SLA commitments.
  • Managed and troubleshot Electronic Data Interchange (EDI) workflows, collaborating with internal teams to perform root cause analysis and implement solutions.
  • Utilized CRM systems to track and manage client tickets, maintaining clear communication and consistent follow-ups with clients and stakeholders.
  • Assisted in managing routing protocols and validating data using DB2 databases to ensure data integrity and system accuracy.
  • Supported sales order processing by ensuring data accuracy, process compliance, and adherence to service-level agreements.

Junior Programmer Analyst

SrinSoft Technologies
01.2019 - 06.2020
  • Designed, developed, and maintained backend applications using RPGLE and CLLE within DB2 environments to support logistics and healthcare solutions.
  • Automated electronic data management processes to streamline workflows and minimize manual errors.
  • Collaborated with support and QA teams to identify, troubleshoot, and resolve software bugs and implement system enhancements.
  • Implemented routing protocols and integrated EDI workflows to optimize cross-system data exchange.
  • Contributed to documentation and process standardization efforts to improve client onboarding and enhance overall service delivery.

Education

Bachelor of Engineering - Computer Science Engineering & Technology

Bharath Institute of Higher Education & Research
Chennai, India
04.2001 -

Higher Secondary Certificate - 12th Standard

Vadapalani Matriculation Higher Secondary School
Chennai, India
04.2001 -

Secondary School Leaving Certificate - 10th Standard

Vadapalani Matriculation Higher Secondary School
Chennai
04.2001 -

Skills

Account & Client Management

Customer Success & Retention

Technical Troubleshooting & RCA

Post-Sales Support & Escalation Handling

Business Development & Upselling

Data & Marketing Analytics

EDI & Systems Integration (XML, DB2)

Process Optimization & Team Collaboration

Tools & Technologies (JIRA, Excel, Slack, RPGLE, CLLE)

Accomplishments

Professional Snooker Player
Represented city and state in competitive snooker tournaments across India, earning multiple medals, trophies, and certificates. Passionate about the sport, with a strong commitment to discipline, focus, and strategic thinking developed through years of competitive play.

Timeline

Senior Customer Experience Associate

Foodhub Software Solutions
10.2022 - Current

Electronic Data Interchange Analyst

Sri Mookambika Infosolutions
09.2021 - 02.2022

Junior Support Desk Engineer

SrinSoft Technologies
06.2020 - 06.2021

Junior Programmer Analyst

SrinSoft Technologies
01.2019 - 06.2020

Bachelor of Engineering - Computer Science Engineering & Technology

Bharath Institute of Higher Education & Research
04.2001 -

Higher Secondary Certificate - 12th Standard

Vadapalani Matriculation Higher Secondary School
04.2001 -

Secondary School Leaving Certificate - 10th Standard

Vadapalani Matriculation Higher Secondary School
04.2001 -

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Goutham Kalyan Kumar RSenior Customer Service Specialist