Summary
Overview
Work History
Education
Skills
Timeline
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Indhumathi Kumaresan

Indhumathi Kumaresan

Chennai

Summary

Experienced Implementation Specialist skilled in project scope analysis, systems configuration, and maintenance, with a strong background in troubleshooting. Known for effectively multitasking on complex assignments. Seeking a new opportunity to provide customer assistance in the IT environment.

Overview

7
7
years of professional experience

Work History

Senior Solutions Consultant

Kissflow
Chennai
12.2019 - Current
  • Led end-to-end implementation of low-code and no-code projects, ensuring successful onboarding and managing customer relationships from sale to value realization.
  • Managed a team of 4, achieving high success rates in onboarding completion and upgrades.
  • Migrated 30+ accounts to the newest platform version, anticipating feature needs.
  • Managed clients from EMEA region with a consistent 5/5 customer rating.
  • Led end-to-end implementation of Bug Tracking App and Customer Onboarding App.
  • Created and maintained a database of clients, their preferences, and feedback.
  • Established efficient communication protocols between customers and internal teams.
  • Conducted regular performance reviews for direct reports to identify areas of improvement in customer service delivery.
  • Resolved escalated customer issues in a timely manner while maintaining strong relationships with clients.
  • Coordinated with other departments to ensure successful resolution of customer concerns within SLA requirements.
  • Monitored KPIs related to client engagement metrics such as response time, first call resolution rate., ensuring targets are met or exceeded consistently.
  • Worked closely with sales team to convert leads into long-term customers.
  • Collaborated with Product, Sales, and Account Management teams to understand client needs and deliver tailored solutions.
  • Developed and implemented client-focused operational procedures to ensure customer satisfaction.

Systems Engineer Trainee

Adrenalin eSystems Limited
Chennai
05.2017 - Current
  • Provided technical support to customers via phone, email and chat. Handled product tickets raised in Customer Support Portal(Internal)
  • Maintained SLA for every ticket as per defined standards.
  • Handled L1 and L2 queries & coordinated with product team for L3 queries.
  • Conducted training sessions on various HR modules to customers.
  • Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.
  • Developed product training materials and conducted user training sessions.
  • Analyzed customer feedback to identify trends in product usage and recommend modifications or upgrades.
  • Documented all customer interactions in the help desk ticketing system.
  • Assisted customers with installation, configuration, and troubleshooting of products.

Associate Business Analyst

Adrenalin eSystems Limited
Chennai
08.2018 - 11.2019
  • Ensured to define Scope and Requirements, Project management plan and Project implementation plan for each project
  • Done As-Is,To-Be analysis for every customized requirements of customers and solved UAT defects
  • Coordinated with technical team members for product development and customizations
  • Identified gaps in the product for new version and provided Fit-Gap analysis report for better of the product
  • Developed UI mock up designs in order to enhance product user experience.

Education

B.E (CSE) -

Jeppiaar Institute of Technology
05.2017

Skills

  • Client Onboarding
  • Customer Service
  • Project management
  • Low-Code/No-Code development
  • Technical Aptitude
  • Requirement Analysis
  • Problem-Solving
  • Quality Assurance
  • Adaptability
  • Team Management
  • Customer Relationship Management
  • Customer Retention

Timeline

Senior Solutions Consultant

Kissflow
12.2019 - Current

Associate Business Analyst

Adrenalin eSystems Limited
08.2018 - 11.2019

Systems Engineer Trainee

Adrenalin eSystems Limited
05.2017 - Current

B.E (CSE) -

Jeppiaar Institute of Technology

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Indhumathi Kumaresan