KRRISH KEERTHI C
Manager - Customer Experience
Christchurch,CAN
Summary
Results-driven Customer Experience and Operations Leader with 12 years in Product and SaaS environments. Led high-performing teams to enhance customer satisfaction, streamline workflows, and resolve complex escalations. Expertise in CRM platforms, operational metrics, stakeholder engagement, and cross-functional collaboration to deliver scalable customer support operations.
Overview
3
3
Languages
12
12
years of professional experience
Work History
Associate Manager – Customer Experience
Athenahealth Technologies
08.2022 - Current
- Lead and mentor a team of 20+ customer support specialists, ensuring consistent delivery of high-quality customer outcomes across complex product workflows.
- Drive improvements in customer satisfaction, contributing to CSAT improvement from 7.8 to 9.0 through client-centric resolution framing and proactive client engagement.
- Identified and tracked metrics and success criteria, enhancing transparency of program success and pinpointing improvement opportunities.
- Engage with internal partner teams to determine best ways to communicate products to customers and assist Product Management leadership with service descriptions.
- Engaged with internal partner teams to optimize customer communication regarding products and supported Product Management leadership with service descriptions.
- Represent the customer for assigned product area, demonstrating responsibility for end-to-end customer journey and touchpoints.
- Led training sessions and workshops, boosting staff knowledge and proficiency in revenue cycle operations and keeping teams updated on industry developments.
- Analyzed KPIs and produced reports to assess team performance and recommend improvements.
- Worked on Salesforce platform and created multiple Analytics dashboards.
- Key Achievements:
Senior Customer Care Representative
DELL Business Solutions Pvt Ltd
04.2014 - 07.2016
- Handled billing and AR follow-up, resolving customer issues promptly and effectively.
- Effectively managed relationships with key stakeholders, including clients, payers, and internal teams.
- Shared insights on knowledge gaps with team to improve communication with payers.
- Proficient in Medicaid, Medicare, Self Pay AR, and commercial insurance billing.
- Collaborated with cross-functional teams including technical support and billing to ensure prompt and effective issue resolution.
- Mentored junior representatives, enhancing their performance through targeted training and support.
Education
Bachelor of Science - Computer Applications Development
Madras University
Chennai, India 04.2001 -
Bachelor of Science - Multimedia & Animation
Manonmaniam Sundaranar University
Tirunelveli, India04-2013
Skills
Customer Experience Strategy
Customer relationship management
Customer feedback analysis
Customer relations
Cross-functional Teamwork
Planning
Communication
Salesforce analytics
MS Office
Windows applications
CORE COMPETENCIES
- Customer Experience & Operations Management
- Product / SaaS Support Leadership
- Escalation & Incident Management
- Process Improvement & Workflow Optimization
- Salesforce CRM & Analytics
- KPI Management (CSAT, SLA, Reopens, Transfers)
- Stakeholder & Client Engagement
- Team Leadership & Coaching
- Documentation & Knowledge Management
PERSONAL DETAILS
- Date of Birth: 13th May 1993
- Address: 966-A, 40th Street, Korattur, Chennai, Tamil Nadu – 600080
Timeline
Associate Manager – Customer Experience
Athenahealth Technologies
08.2022 - Current
Senior Customer Care Representative
DELL Business Solutions Pvt Ltd
04.2014 - 07.2016
Bachelor of Science - Computer Applications Development
Madras University
04.2001 -
Bachelor of Science - Multimedia & Animation
Manonmaniam Sundaranar University