Hemanth Kashyap

Customer Service core

• Developed proficiency in javascript,HTML and css to help write necessary scripts and also spread the knowledge among the team mates
• Spearheaded the migration work from PRPC and javascript to react.
• Owned 2 of the core customer service complex components - Knowledge Base and Task Manager.
• Task Manager - This component forms the crux of Customer Service Representative (CSR)'s work flow during a support call. The component is responsible in managing the work flow of a service request, assisting him with appropriate dialogs that can be conveyed to the customer for each step of the work flow, suggest help articles based on the type of service request. To summarize, this component is like a virtual assistant for a CSR
  Knowledge Base - This component abridges help article authors, publishers and consumers. An author is an SME who can author a help article based on various technical issues faced by a CSR on daily basis and his knowledge in that domain. The components helps the author in publishing these help articles after a review process that involves publishers. The articles published will be displayed on this component which can later on be viewed by the CSR during a customer support call. The CSR will be able to search articles, follow them, like or unlike the content to give feedback back to the authors. The Knowledge Base component also involves various advanced features like code snippet generated which can be used to create reusable
  2016-06 - 2018-07
  blocks inside articles, creating and using predefined templates for articles, etc which have my major contribution
• Experienced in Coordinating with product owner and other stake holders to determine comprehensive list of requirement specifications and implement them accordingly
• Developed a framework for chat and messaging application around publisher subscriber model which was highly maintainable, and formed core framework , earning consistent praise from subsequent developers
• Experienced in training new joiners to get onboard smoothly
• Communicated technical development stages and provided design documents to keep the team on same plain
• Interfaced with cross-functional team of developers and technical support professionals to determine and overcome design flaws made sure deliverables are on time
• Gained appreciation and quick promotions from higher management for show casing excellence with sense of urgency in various occasions

IKARE (India Key Area Report Engine ) team
Was part of team that maintains and manages Employee centered
information
• Coordinated different stake holders in organization by creating
configurable workflow managed processes
• Developed a system that manages the data related to joining and attrition of employees with multiple graphs,dashboards and reports
• Was part of development of procurement module which is responsible in creating procurement requests,Purchase orders and generation of reports
• Development and management of Asset Management System
Automation of employee transport management system and leave
management system
• Part of development of employee travel management system that takes care of domestic and international travels
• Automation of space management
• Developed system to generate various MIS reports