MUNMUN CHOUDHARY
Bangalore,Karnataka
Summary
- An agile generalist with over 7 years of cross-functional & cross-industry experience in a technical customer-facing role, ideally, including customer success, product management, account management, or management consulting.
- Have worked with an EdTech startup and have experience with SaaS environments with a background in Sales, CRM, Customer Success, and Account Management.
- As a Product Specialist, assisted and advised in implementing the various technical facets across a range of the company’s customers, becoming a trusted technical partner for both clients and the company’s stakeholders.
- Headed the Rapid Response Eng Team to prioritize, work & solve Bug on Jira. Assisted in sales presentation and Onboarded the clients.
- Helped in the recruitment of Product Support Engineers.
- Conducted training on the product and the enhancements made on a regular basis to the clients Played the role of Technical Account Manager for various clients.
- String knowledge on routers and other networking devices.
- Involved in troubleshooting various tools.
- Assisted clients in installing various software solutions.
- Good knowledge of routers and other networking devices.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Product Specialist
Reflektive Private Labs Limited
Bangalore
08.2020 - Current
- Organizing training to improve the performance of the team members who are lagging in the process and training the new candidates
- Coordinating with Engineering and Product team to resolve the customer queries within TAT and SLAs.
- Heading the RRT(Rapid Response Team) which consists of a Developers, and QAs to prioritize the bug tickets and resolved them in a timely manner.
- Supporting the Support team with reproducing, and troubleshooting issues during everyday Office Hours.
- Handling customers’ Emails and responding to them within the assigned TAT on Zendesk tool.
- Taking care of the priority emails/escalated issues received from the different departments and irate customers within a specified TAT and ensuring end-to-end resolution.
- Respond to critical internal customer requests on Slack channels.
Customer Success Associate
Disprz
Chennai
03.2018 - 05.2020
- Client Onboarding
- Analyzed client requests with a sense of urgency and explored possible solutions or forwards requests to the appropriate departments following through until resolution.
- Provided assistance in growing business with the client by highlighting additional features which would benefit the client's overall package.
- Responded to all client questions and issues received by phone and email in a complete and quick manner and acted as a single point of contact for assigned clients.
- Processed client requests regarding creation, update, registration, and account or billing information
- Conducted training on the product and the enhancements made on a regular basis to the clients.
Senior ProcessExecutive
Cognizant
01.2017 - 02.2018
- Answers inbound calls related to Policy benefits, claim status, check status,etc. from US-based BFS providers.
- Completes required documentation as per guidelines
- Shares best practices and process improvement ideas. Conducts the fresher training/audits to improve team performance.
- Development training for self and team members
- Provide L1 Voice Support
- Handling user call validation process, and ensuring client satisfaction as well as user fulfillment
- To provide technical guidance to junior associates
- To interact with the customer and internal teams to gather requirements for developments.
Technical Support Engineer
Sutherland Global Services
Chennai
08.2015 - 05.2016
- Responsible to handle customer queries/issues through Voice (International) transactions to the best of customer’s
- Providing Network Solutions to SOHO market clients.
- Efficiently adhered to the process in meeting the SLA by providing first call resolutions(FCR).
- Helped clients in installing Ethernet adapters, PCMCIA cards, USB adapters, and wireless cards in different operating systems.
- Hands-on experience in upgrading firmware for routers and wireless access .
- Configuring and troubleshooting Wireless broadband Routers and wireless adapters through utility software or wireless zero configuration.
Application Engineer
CSS Corp
Chennai, India
10.2014 - 07.2015
- Supporting technical issues for Vonage application and VOIP devices.
- Managing billing enquires for customers.
- Monitor and manage device performance to foresee potential upcoming issues.
Education
Technology
ANNA UNIVERSITY
01.2010 - 01.2014
Skills
Comfortable in the ever-changing atmosphere of a technical organization with a rapidly expanding customer and solution base; able to constantly upgrade own skills
Strong written and verbal communication skills, including the ability to effectively present technical and business-related subjects to all audiences
Great organization skills with the ability to multi-task and prioritize under pressure
Excellent software proficiency and ability to understand new technologies and problems quicklyDancing
I am a certified Salsa dancer.
Timeline
Product Specialist
Reflektive Private Labs Limited
08.2020 - Current
Customer Success Associate
Disprz
03.2018 - 05.2020
Senior ProcessExecutive
Cognizant
01.2017 - 02.2018
Technical Support Engineer
Sutherland Global Services
08.2015 - 05.2016
Application Engineer
CSS Corp
10.2014 - 07.2015
Technology
ANNA UNIVERSITY
01.2010 - 01.2014