JOHN RATHNA KUMAR. S
Bengaluru
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings with experience in B2C and B2B product support, training and enhancing the users experience.
Core Competencies: Robust Problem Solving Techniques Leadership Workforce Management Project Management Stakeholder Management Change Management Training Product Compliance Analysis Quality Analysis & Insights Product and Process adherence check Professionally committed, hardworking, flexible, dynamic and responsible Positive Attitude and Demonstrate good team spirit to drive success
Overview
14
14
years of professional experience
10
10
years of post-secondary education
3
3
Languages
Work History
Service Quality Evaluator
LinkedIn Technology Private Limited
Bengaluru
01.2022 - 12.2024
- Analyze the cases handled by the LTS Support monitoring if Quality is followed across the interactions with the members while providing fast resolution to enhance the support experience for the members
- Used NLP techniques to get more insights about each and every interaction made with the member, managed doing evaluations for consultants across the globe who support different markets
- Conducted Monthly Quality Insights meeting with the managers to enhance the coaching experience and make them successful, handled 12 managers across the globe
- Leveraged data-driven insights from evaluation findings to develop targeted solutions for recurring problems or inefficiencies in production processes.
- Reduced customer complaints by conducting regular audits and addressing identified issues proactively.
Senior LTS Support Specialist
LinkedIn Technology Private Limited
Bengaluru
04.2016 - 01.2022
- Promoted as a Senior because of the great work as a consultant in the team
- Took up responsibilities of Product and Process Training and set up a team for success team team size grown by 3x ratio with the success demonstrated.
- Responded to customer Escalations and resolved complaints to establish trust and increase satisfaction maintained consistent
- Improved customer satisfaction by addressing the unresolved issues and resolving technical issues swiftly and efficiently
- Initiated Quality project to showcase the importance of Quality process across support teams and Quality Analysis process was implemented across all LOBs
- Product Compliance check up project to ensure the Premium subscriptions free trails are not misused.
- Payment related fraud activities verification when received Escalations.
- Cross team collaboration with the sales team to educate them with the best way to leverage LinkedIn Recruiter so that they can bring more Revenue to the Company
LTS Support Consultant
LinkedIn Technology Private Limited
Bengaluru
09.2014 - 04.2016
- Moved to the LinkedIn Talent Solutions team, handling the Corporate Recruiter users and Companies, Provisioning the new accounts and continuous support to ensure they renew the contracts
- Delivered exception results and stood as top3 consultant across the globe which lead to a promotion within 1 year
Consumer Support Consultant
LinkedIn Technology Private Limited
Bengaluru
09.2013 - 09.2014
- Joined LinkedIn as a Consumer Advocate assisting the LinkedIn users with their queries and issues while using the product
- Assisted members via email and chat handled total of 35+ customers per day
Contract Employee
GlobalLogic
Hyderabad
12.2012 - 09.2013
- Worked as a contract employee for LinkedIn process through Global logic solutions team till got hired as a Full time employee of LinkedIn handled 25 customer interactions daily
Senior Technical Support Associate
Tech Mahindra BPO
Hyderabad
09.2010 - 10.2012
- Worked as a Senior Technical Support Associate in Verizon Fiber Optics support team assisting Verizon customers through chat, email and call
- Joined as entry level consultant and delivered excellent results which lead to eligibility for Internal job Promotions and got promoted as a Senior(Tier -2)
- Improved customer satisfaction by providing timely and accurate technical support.
- Mentored junior team members, sharing expertise gained from years of experience working with complex technologies across various industries.
- Managed high-priority tickets, ensuring prompt resolution and minimal downtime for clients.
- Developed strong relationships with key clients through consistent communication and exceptional service delivery.
Education
B.Tech - Computer Science Engineering
Syed Hashim College of Science And Technology
Hyderabad 07.2003 - 05.2010
Intermediate - MPC
Wesley Junior College
Hyderabad 06.2001 - 06.2003
X Std - Secondary school of Education
Tagore High School
Hyderabad 06.2000 - 06.2001
Skills
Problem Solving Techniques in IT troubleshooting
Leading team meetings
Workforce Management
Project Management
Stakeholder Management
Change Management
Training and coaching
Product Compliance Analysis
Quality Analysis & Insights
Compliance check
Positive Attitude
Team building
Timeline
Service Quality Evaluator
LinkedIn Technology Private Limited
01.2022 - 12.2024
Senior LTS Support Specialist
LinkedIn Technology Private Limited
04.2016 - 01.2022
LTS Support Consultant
LinkedIn Technology Private Limited
09.2014 - 04.2016
Consumer Support Consultant
LinkedIn Technology Private Limited
09.2013 - 09.2014
Contract Employee
GlobalLogic
12.2012 - 09.2013
Senior Technical Support Associate
Tech Mahindra BPO
09.2010 - 10.2012
B.Tech - Computer Science Engineering
Syed Hashim College of Science And Technology
07.2003 - 05.2010
Intermediate - MPC
Wesley Junior College
06.2001 - 06.2003
X Std - Secondary school of Education
Tagore High School
06.2000 - 06.2001