Rakshit Mulya S

• Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
• Provided exceptional support to customers with diverse needs, leading to increased loyalty and repeat business.
• Contributed to a positive and inclusive work environment by demonstrating empathy and understanding for colleagues navigating challenging situations with customers.
• Balanced multiple priorities simultaneously while managing large volumes of incoming calls, emails, chats, and collaboration messages from customers seeking assistance or information.

• Acted as the primary point of contact for customers, managing project timelines and deliverables to ensure successful project execution.
• Collaborated with cross-functional teams to coordinate project requirements, timelines, and resource allocation.
• Provided exceptional customer support, addressing inquiries and resolving issues promptly to maintain high customer satisfaction.
• Developed and maintained project documentation, including status reports and project plans, to keep stakeholders informed.
• Analyzed project performance metrics and customer feedback to identify areas for improvement and enhance service delivery.
• Conducted regular check-ins with customers to ensure alignment on project objectives and timelines.

Key Highlights:

• Successfully managed [20] of projects concurrently, achieving a 73.8% on-time delivery rate.
• Received outstanding performer for outstanding customer service and project management.
• Implemented a new project tracking system that improved communication and reduced project turnaround times by 58%.

• Performed as Salesforce Admin, ensuring seamless onboarding of customers and overseeing licensing.
• Acted as Jira Admin, managing technical tickets and addressing admin and password-related issues.
• Demonstrated proficiency in using Confluent, Tableau, and Atlassian tools.
• Provided primary customer support to internal and external clients, ensuring quick and effective issue resolution.
• Maintained customer satisfaction through forward-thinking strategies focused on addressing needs and resolving concerns.
• Updated account information to maintain accurate customer records and opened new customer accounts.
• Answered product and service inquiries, suggesting additional offerings to attract potential customers.
• Facilitated inter-departmental communication to enhance customer service experience, collaborating with staff to exceed team goals.

Key Highlights:

• Resolved top-tier escalation cases for nearly 4 critical Cloudera customers within record time, collaborating with 2 teams and 4 skilled engineers to ensure seamless resolution within 4-6 hours.

• Initiated tenure as Advisor I, responsible for handling iOS issues for 6 months.
• Promoted to SME, overseeing 18 resources in training or on the shop floor for 3 months.
• Collaborated with the WFM team as a Business Analyst, creating hourly production reports for Bangalore and Gurgaon teams.
• Served as a Quality Analyst for key accounts, including Lorex, VMware, and SiriusXM.
• Managed critical activities such as transaction monitoring, monthly business review reports, and advisor coaching to ensure adherence to AHT, quality, compliance, and CSAT targets.
• Actively engaged with the Site Delivery Process Executive.

Key Highlights:

• Achieved 97% CSAT within the first 6 months as Advisor I, with a quality score of 87%.
• Increased sales by 7% for a leading internet radio company after training 130 agents across India and the Philippines for chat support roles, achieving a quality score of 91.24% within 6 months.
• Addressed quality deficiencies during COVID-19 by conducting periodic virtual sessions for best practices and performance feedback, resulting in a 4% improvement in quality standards within 48 days.

• Served as the primary point of contact for support relating to owned solutions and products.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
• Updated and maintained the current customer support database.
• Handled sensitive escalated cases and collaborated closely with the RDM team on MBNA and PC issues.

Key Highlights:

• Achieved Top CSI Contributor for three consecutive months with an 88.98% quality score.
• Managed four PC issues via chat window, providing remote support for virtual machines.
• Successfully addressed critical account escalations and closed top priority cases with 100% customer satisfaction.