Naresh Kumar D

• Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
• Work with RESTful APIs to understand and troubleshoot issues.
• Communicate complex technical issues to both technical and non-technical audiences via phone or email.
• Collaborate with teammates and the Twilio Product and Engineering teams via Slack, and file JIRAs to report reproducible bugs.
• Provide comprehensive technical support for SMS, MMS, WhatsApp, A2P 10DLC, Toll-Free Numbers, messaging services, and APIs.
• Efficiently resolve connectivity, configuration, and software bugs using Zendesk, JIRA, Slack, Zoom, Flex (Chat), and calls.
• Diagnose and rectify production issues, including incoming webhooks and integrations.
• Troubleshoot messaging issues (Long Code, Short Code, Alpha Sender ID), addressing delivery problems, routing, and filtering.
• Manage WhatsApp troubleshooting, onboarding, WABA association with META, template approvals, and error resolution.
• Diligently manage on-call shifts, ensuring continuous monitoring and maintenance of the Twilio status page, and consistently update service pages within SLAs.
• Collaborated with Triage Engineers to accurately report and update incident statuses

Additional Responsibilities and Achievements:

• Cross-trained with the SendGrid (email) team to assist during peak support volumes, ensuring cross-product collaboration.
• Cross-trained on the Verify product following its integration with Messaging, enabling dual-product support proficiency.
• Mentored new hires by conducting onboarding walkthroughs, sharing documentation, shadowing sessions, and hosting Q&A.

Key Projects & Initiatives: -

• ATT Tiger Team: Participated in an engineering-led tiger team resolving JIRA's related to message filtering.
• CSO Wiki Revamp: Led a documentation refresh initiative to improve internal troubleshooting workflows and enable faster resolution.
• Ticket Quality Audit & Process Gap Analysis: Reviewed support tickets to identify repeat issues and suggested automation/workflow improvements.
• CSAT Trend Reporting: Analyzed negative customer feedback, categorized root causes, and proposed improvements to CSAT workflows.

• Delivered timely entitlement services to internal employees without disrupting daily operations.
• Managed high volume of entitlement requests, ensuring accuracy in setup and modifications.
• Conducted semi-annual and transfer reviews to verify correct entitlement access.
• Identified and resolved issues related to entitlements through thorough analysis.
• Consistently recognized by management for outstanding service and productivity.
• Maintained compliance with Citi risk policies when setting up entitlements based on job profiles.
• Utilized Marketplace, SharePoint, and Excel to streamline entitlement processes.

• Delivered live chat support for Citi Credit card inquiries, enhancing customer satisfaction through strategic solutions.
• Processed fee waivers and resolved billing concerns, ensuring compliance with bank policies.
• Facilitated new card issuance, guiding customers through applications to boost adoption rates.
• Educated customers on secure card usage and fraud prevention, improving security awareness.
• Assisted customers in maximizing card benefits and rewards programs, fostering loyalty and engagement.
• Managed authorized user modifications on accounts, ensuring accuracy and security.
• Resolved reward points discrepancies, providing accurate adjustments to customer accounts.
• Leveraged Live Engage and Sawgrass tools to streamline customer interactions.