Rahul Prasad
Pune
Summary
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager
Mindtickle Interactive Media Pvt. Ltd
Pune
2024.02 - Current
- Identify areas for process improvement within the support team and implement changes to enhance efficiency and effectiveness.
- Collect feedback from team members and customers to continually improve support processes and tools.
- Ensure that team members are up-to-date with our SAAS platform and also doing testing at their end.
- Promote and enforce best practices for customer interaction to maintain high levels of customer satisfaction.
- Manage shift schedules to ensure adequate coverage and handle any last-minute changes or absences.
- Facilitate effective communication within the team and with other departments to ensure smooth operations.
- Rolling monthly time based assessment to maintain the knowledge of the product
- Conduct regular performance evaluations for team members, providing constructive feedback and identifying areas for improvement.
- Recognize and reward team members for exceptional performance and achievements.
Shift Lead
Mindtickle Interactive Media Pvt. Ltd
Pune
2021.02 - 2024.01
- Manage and supervise the customer support team during the shift to ensure efficient and effective handling of customer inquiries and issues.
- Assign tasks and manage workloads to ensure that all customer requests are addressed promptly.
- Track team performance metrics and provide regular feedback to team members to improve their performance.
- Take over high-priority or escalated issues, ensuring they are resolved promptly and to the customer’s satisfaction.
- Effectively communicate with customers during service outages or technical difficulties, providing updates and support.
- Monitor and evaluate customer interactions to ensure high-quality service is being provided.
- Implement strategies to recover customer trust and satisfaction after resolving major issues or outages.
Customer Success Engineer
Mindtickle interactive media pvt. ltd.
Pune
2019.10 - 2021.01
- Address customer questions and concerns via email, chat, or support tickets.
- Diagnose and resolve technical issues customers face with the software.
- Working knowledge of various tools like JIRA, Metabase, Sumologic, UMAudit, Salesforce, fullstory etc
- Work closely with product teams to ensure that the proper knowledge of the product functionality.
Customer Relations Executive
Symatec Software India Pvt ltd
Pune
2015.04 - 2019.10
- Address customer questions and concerns via email, phone, chat, or support tickets, focusing on security-related topics.
- Diagnose and resolve technical issues related to security software and cloud security solutions.
- Keep up-to-date with the latest security threats, vulnerabilities, and industry best practices to provide informed support.
- Develop and maintain strong relationships with customers, understanding their security needs and ensuring they receive the best possible service.
- Communicate customer feedback to the product development team to help guide future enhancements and updates.
Customer Care Executive
Tech Mahindra Business Services
Pune
2011.05 - 2015.04
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Developed and maintained relationships with customers to ensure their satisfaction.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Gathered customer feedback and reported it to management for further action.
Education
Bachelor of Computer Applications -
Shobhit Institute of Engineering & Technology
Meerut2014-08
10+2 - Science Education
Tata College
Chaibasa Jharkhand2002-02
Matric - 10th
ST.Xavier's Boys Middle School
Chaibasa Jharkhand2000-10
Skills
- Policy Implementation
- Operations Management
- Workforce Management
- Business Development
- Strategic Planning
- Staff Development
- SaaS Expertise
- Team Leadership
- Verbal and written communication
Languages
Hindi
First Language
English
Advanced (C1)
C1
Marathi
Beginner (A1)
A1
Bengali
Elementary (A2)
A2
Certification
- Emotional Intelligence
Timeline
Manager
Mindtickle Interactive Media Pvt. Ltd
2024.02 - Current
Shift Lead
Mindtickle Interactive Media Pvt. Ltd
2021.02 - 2024.01
Customer Success Engineer
Mindtickle interactive media pvt. ltd.
2019.10 - 2021.01
Customer Relations Executive
Symatec Software India Pvt ltd
2015.04 - 2019.10
Customer Care Executive
Tech Mahindra Business Services
2011.05 - 2015.04
Bachelor of Computer Applications -
Shobhit Institute of Engineering & Technology
10+2 - Science Education
Tata College
Matric - 10th
ST.Xavier's Boys Middle School
- Emotional Intelligence
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