Zendesk
RAHUL RAJU
Gunjur
Summary
Seasoned technical support manager with a proven track record of successfully managing and developing customer service teams. Demonstrates a deep understanding of customer needs and is able to identify areas for improvement to deliver an exceptional customer experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Manager
Cashfree Payments Pvt Ltd
Bengaluru
04.2022 - 01.2023
- Achieved 15% reduction in Engineering On-calls through strategic data analysis and report building.
- Empowered real-time decision-making with dynamic dashboards to monitor SLA success by module.
- Maximized customer satisfaction by effectively managing CSAT surveys and implementing impactful improvements.
- Inspired peak performance by setting ambitious employee goals and providing actionable feedback for success.
- Unleashed the power of data and analytics to drive transformative business enhancements.
- Streamlined operations by establishing team priorities, maintaining schedules, and tracking performance.
- Expertly managed additional API testing projects, delivering exceptional results.
Technical Support Manager
Singular
Bangalore
08.2020 - 03.2022
- Achieved an impressive 10% decrease in incoming volume by implementing a strategic FAQ publication strategy, revolutionizing customer interactions.
- Masterfully managed CSAT surveys, transforming customer feedback into unrivaled satisfaction.
- Fostered a culture of innovation, fueling creativity, risk-taking, and relentless pursuit of improvement.
- Tracked and optimized key performance indicators, constructing robust plans for superior SLAs.
- Prioritized team objectives, maintained rigorous schedules, and closely monitored performance to ensure optimal results.
- Crafted and implemented innovative training initiatives, equipping new hires with the skills and knowledge needed to excel in their roles.
Team Lead Product Support
Sprinklr Solutions India Limited
Bangalore
04.2017 - 07.2020
- Achieved exceptional customer satisfaction, boasting a stellar CSAT score of 9.5 and consistently maintaining a zero ticket backlog Week On Week.
- Exceeded expectations by keeping SLA breaches for the Reporting module below an impressive 1%, delivering unparalleled service levels.
- Demonstrated active listening and empathy when addressing customer escalations, ensuring a thorough understanding of concerns before providing effective solutions.
- Uncovered valuable insights and continuous improvement opportunities through meticulous data analysis.
- Engaged stakeholders with captivating weekly and monthly analyses, showcasing team performance and quality checks that align seamlessly with OKRs.
- Swiftly escalated critical issues to the development team, ensuring prompt resolutions in compliance with SLA requirements, even beyond Support's capacity.
- Earned a reputation as the go-to expert for troubleshooting Social Reporting issues, adeptly resolving problems and expertly handling escalations.
Sr. Product Support Engineer
Sprinklr Solutions India Limited
Bangalore
01.2015 - 03.2017
- Serving as a vital pillar of support for a comprehensive and expansive social media platform.
- Recognized as the go-to Subject Matter Expert, providing unparalleled expertise in the Social Reporting Module.
- Employing powerful database tools to skillfully analyze customer issues and ensure prompt resolutions.
- Demonstrating precision and finesse in UI troubleshooting using developer's tools.
- Collaborating seamlessly with development and QA teams, streamlining complex case resolutions.
- Exceeding goals through exceptional task prioritization and an unwavering work ethic.
- Energizing the dynamic, fast-paced environment with enthusiasm, inspiring peak performance.
- Thriving under tight deadlines and high-pressure scenarios, consistently delivering outstanding results.
Technical Support Engineer
Unicel Technologies
Bangalore
11.2012 - 12.2014
- Delivering top-notch technical support to clients, ensuring their satisfaction and success.
- Utilizing powerful monitoring tools like Nagios and Dashboard to proactively monitor and analyze faults.
- Leveraging MySQL to fetch, insert, and update data from servers according to clients' specific requirements.
- Ensuring smooth operations by closely monitoring applications on live servers and performing necessary maintenance.
- Expertly troubleshooting and resolving SMPP and HTTP connectivity issues, ensuring uninterrupted connectivity.
Data Analyst
McAfee Inc
Bangalore
03.2012 - 11.2012
- Implementing real-time data cleansing by utilizing SQL queries in the CRM system to validate and rectify customer data in all globally booked orders on the same day, guaranteeing data accuracy.
- Proficiently identifying and resolving human errors (order entry) and system errors (SAP errors) associated with customer data, ensuring data integrity throughout the process.
Education
Bachelor of Engineering Technology - Information Technology
M.M. College of Technology, C.S.V.T.U
Naya Raipur, CT 09.2007 - 07.2011
Skills
SQL
Customer Support
Leadership
Problem solving and decision-making
Technical troubleshooting
Team Building
Managing service level agreements
Operations management
Certification
ITIL 4 Foundation - GR671529098PR
Software
Freshdesk
Jira Service Management
Confluence
Google Data Studios
MS Office
Timeline
Technical Support Manager
Cashfree Payments Pvt Ltd
04.2022 - 01.2023
Technical Support Manager
Singular
08.2020 - 03.2022
Team Lead Product Support
Sprinklr Solutions India Limited
04.2017 - 07.2020
Sr. Product Support Engineer
Sprinklr Solutions India Limited
01.2015 - 03.2017
Technical Support Engineer
Unicel Technologies
11.2012 - 12.2014
Data Analyst
McAfee Inc
03.2012 - 11.2012
Bachelor of Engineering Technology - Information Technology
M.M. College of Technology, C.S.V.T.U
09.2007 - 07.2011