Nagendra Suresh Raikar
Aura County, Ubale Nagar, Wagoli, Pune
Summary
Experienced professional with over 6+ years of dedicated service within the startup ecosystem, specializing in product support and consistently advancing within the organization. Possesses a proven track record of providing exceptional assistance to clients and customers while actively contributing to the growth and development of products. Demonstrates a keen ability to adapt and evolve in fast-paced environments, leveraging extensive industry knowledge to deliver innovative solutions that enhance user experience. Adept at fostering cross-functional collaboration and communication to drive optimal outcomes. Ready to leverage a strong foundation of expertise to continue propelling startup success through strategic product support initiatives.
Overview
6
6
years of professional experience
14
14
years of post-secondary education
Work History
Product Support
Verificient Solution
Pune
05.2017 - Current
- Provide frontline support to customers, addressing their technical issues and inquiries.
- Troubleshoot problems, offer solutions, and escalate complex issues to appropriate teams.
- Maintain documentation for common issues and solutions.
- Ensure customer satisfaction and maintain high-quality service.
- Mentor junior support staff, assisting them with complex issues.
- Collaborate with product development teams to communicate customer feedback and suggest improvements.
- Contribute to the creation of support documentation and knowledge bases.
- Participate in training programs for new hires.
- Lead a team of technical support specialists, assigning tasks and monitoring performance.
- Act as a point of escalation for challenging issues, working to resolve them effectively.
- Analyze support metrics and generate reports for management.
- Collaborate with cross-functional teams to improve product quality based on customer feedback.
- Begin involvement in project-related tasks, assisting Project Managers with coordination and planning.
- Facilitate communication between technical teams and other departments.
- Track project milestones and ensure tasks are on schedule.
- Assist in resource allocation and budget tracking for projects.
- Manage smaller projects with well-defined scopes, timelines, and budgets.
- Develop project plans, define deliverables, and set milestones.
- Coordinate and communicate with stakeholders, ensuring project alignment with business goals.
- Identify and manage project risks, implementing mitigation strategies.
- The primary responsibility of a sprint is for the Product team to work together to create a potentially shippable product increment. This is achieved by completing a set of user stories or backlog items during the sprint.
- Plan and set the timeline for the project and assign the tasks accordingly.
- With the input from the Product Owner, defines a clear sprint goal that outlines the objective or purpose of the sprint. The sprint goal guides the team's work and helps ensure focus.
- Requesting or furnishing Root Cause Analyses (RCAs) as needed and where necessary.
Education
School -
Gomatesh Vidyapeeth
Belgaum 06.1998 - 03.2008
Science -
Gogte College
Belgaum 06.2008 - 03.2010
Bachelor of Computer Applications -
Jain College
Belagum 06.2010 - 05.2013
Skills
Performance improvement
Resource Allocation
Technical Support
Freshdesk
Key performance indicators
Quality control
Salesforce
Basic SQL
Manual Testing
Proofhub
Kibana
Postman
Timeline
Product Support
Verificient Solution
05.2017 - Current
Bachelor of Computer Applications -
Jain College
06.2010 - 05.2013
Science -
Gogte College
06.2008 - 03.2010
School -
Gomatesh Vidyapeeth
06.1998 - 03.2008