Kaushika Sivakumar
Chennai
Summary
Integration Support Specialist with a strong focus on CRM integrations, including Salesforce, HubSpot, and Zoho. Demonstrates expertise in data mapping and troubleshooting using tools such as Datadog and Jira, ensuring efficient data flow across formats like JSON, XML, and CSV. Proven track record of managing escalations and optimizing workflows to drive customer success and enhance platform adoption.
Overview
4
4
years of professional experience
Work History
Integration Specialist
ZoomInfo
Chennai
07.2024 - Current
- Extensive experience integrating CRM systems like Salesforce, HubSpot, and Zoho with other platforms.
- Proficient in data mapping, ETL processes, and working with data formats such as JSON, XML, and CSV for seamless data exchange.
- Skilled in troubleshooting integration issues using tools like Datadog, Inspect, and Console Logs.
- Expertise in using incident management tools, like Salesforce and Jira, to resolve customer issues efficiently.
- Strong communicator with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
- Proven ability to deliver exceptional technical support, manage escalations, and ensure high customer satisfaction.
- Collaborative team player with experience working across product, engineering, and sales teams to solve integration challenges.
- Strong analytical skills to identify and resolve data discrepancies, ensuring smooth system integration.
- Experienced in documenting workflows, troubleshooting steps, and creating user-friendly resources for customers.
- Proficient in managing multiple support tickets and projects, while ensuring timely resolution.
- Familiar with ZoomInfo’s products and integration capabilities, offering comprehensive support for platform adoption and usage.
Product Specialist
Freshworks
Chennai
06.2021 - Current
- Spearheaded successful product launches, generating widespread brand awareness and interest from potential customers
- Effectively resolved any potential issues or roadblocks during the development process by maintaining clear communication channels among all relevant departments
- Collaborated with cross-functional teams to streamline product development processes
- Worked closely with marketing teams to design eye-catching promotional materials that drove consumer interest in products
- Enhanced product performance by conducting thorough market research and competitor analysis
- Boosted customer retention by providing exceptional product support and addressing user concerns
- Reviewed and analyzed customer feedback, incorporating valuable suggestions into future product iterations
- Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line
- Trained and provided coaching to junior team members
- Researched and identified solutions to technical problems
- Offered assistance in implementing and developing training programs
- Analyzed the business use case of the customer to get a clear perspective of the workflow that is required
- Replicating the use case with the team to have a scalability check
- Assisted the team in having daily catch to drive the SLA and to have free space to address the ongoing concerns with respect to the issues raised by the customers
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
SRM Institute of Science And Technology
Chennai04.2020
School Education (SSC - HSC) -
Jawahar Lal Nehru
Bhopal, Madhya pradeshSkills
- CRM integrations
- Error handling
- Data Mapping and ETL
- Data formats (JSON, XML, CSV)
- Troubleshooting and Debugging
- Incident Management (Salesforce, Jira)
- Technical Communication
- Cross-functional collaboration
- Data Analysis and Issue Resolution
- Workflow documentation
- Project and Time Management
- ZoomInfo Platform Knowledge
- API
- DataDog, HayStack, Sumo Logic Tools
- Integration testing
Accomplishments
Employee Spotlight: Recognized for outstanding performance in driving key initiatives and achieving exceptional results during the quarterly review period.
Support Superstar: Awarded for successfully transforming high-risk accounts into satisfied, long-term customers, significantly reducing churn.
Timeline
Integration Specialist
ZoomInfo
07.2024 - Current
Product Specialist
Freshworks
06.2021 - Current
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
SRM Institute of Science And Technology
School Education (SSC - HSC) -
Jawahar Lal Nehru
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