Summary
Overview
Work History
Education
Skills
Tools and Technologies
Timeline
Generic
Rabeen Khan

Rabeen Khan

Coimbatore

Summary

Dynamic Senior Tech Support Engineer with a proven track record at Clari, excelling in customer support and technical troubleshooting. Successfully scaled a support team, achieving 100% CSAT while enhancing incident management processes. Adept at cross-functional collaboration and team leadership, driving significant improvements in product usability and customer satisfaction.

Overview

8
8
years of professional experience

Work History

Senior Tech Support Engineer, Shift Lead

Clari
Bangalore
01.2022 - Current
  • Led the support team of three members on the Copilot product.
  • Scaled the team from 0 to 1, and handled a volume of 240+ escalations month on month, with 100% CSAT.
  • Responsible for incident management and retro document preparation.
  • Technical debugging and product board management.
  • Collaborated with cross-functional teams to enhance product usability and performance.
  • Trained junior staff on troubleshooting techniques and customer service best practices.

Operations Manager, Customer Experience

Whitehat Jr
Mumbai
01.2020 - 01.2022
  • Led a team of 12 members and handled 5000 tickets with 98% CSAT and 3% Reopen.
  • Led the SLA and SLO programs for the ANZ region.
  • Led cross-functional teams to enhance customer service delivery processes.
  • Analyzed customer experience data to identify service improvement opportunities.
  • Oversaw daily operations to ensure compliance with company standards and policies.

Operations Lead

AttainU
Bangalore
01.2019 - 05.2020
  • Led daily operations to ensure smooth workflow and efficiency in processes.
  • Coordinated team schedules to optimize resource allocation and productivity.
  • Supervised staff training programs to enhance skill development and performance.
  • Implemented process improvements to streamline operations and reduce delays.

Business Development Manager

Byjus
Coimbatore
12.2018 - 12.2019
  • Generated revenue of 1.2 crore, with 10% retention.
  • Was involved in lead generation and management.
  • Collaborated with cross-functional teams to design effective sales strategies.
  • Managed client relationships to ensure satisfaction and foster loyalty.
  • Organized training sessions to enhance team skills and knowledge in sales techniques.

Associate Software Developer

Accenture Solutions
Bangalore
01.2018 - 12.2018
  • Worked on the .NET framework as an Associate Software Developer.
  • Collaborated with cross-functional teams to gather and analyze requirements.
  • Developed software solutions using Java and Python for client applications.
  • Assisted in troubleshooting and debugging software issues for improved performance.

Education

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Sri Krishna College of Technology
Coimbatore
01.2018

Higher Secondary School - Science Education

National Model School
Coimbatore
01.2014

Skills

  • Customer support & issue resolution
  • Technical troubleshooting and documentation
  • Team management and cross-functional collaboration
  • Scaling teams and process improvement
  • SLA and KPI achievement
  • Incident management
  • Global support coverage
  • Team leadership
  • Technical troubleshooting
  • Cross-functional collaboration

Tools and Technologies

  • Salesforce, Zendesk, Intercom
  • Linear, SendGrid, FullStory
  • Splunk, Retool, REST APIs

Timeline

Senior Tech Support Engineer, Shift Lead

Clari
01.2022 - Current

Operations Manager, Customer Experience

Whitehat Jr
01.2020 - 01.2022

Operations Lead

AttainU
01.2019 - 05.2020

Business Development Manager

Byjus
12.2018 - 12.2019

Associate Software Developer

Accenture Solutions
01.2018 - 12.2018

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Sri Krishna College of Technology

Higher Secondary School - Science Education

National Model School

Similar Profiles

CREATE PROFILE
Rabeen Khan