Rahul Sangani
Pune
Summary
Solution-focused Software Support Specialist known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, customer relationship management (CRM) software, and technical documentation. Excel in problem-solving, communication, and time management, ensuring exceptional support and service delivery.
Overview
20
20
years of professional experience
Work History
Software Support Specialist
Aventri Event Software Pvt. Ltd.
Pune
12.2020 - 05.2024
- Provide Client support to a global client base via, email, chat, and phone
- Document tickets and provide updates and meet SLA's
- Learn and become proficient on all functions of the product as required
- Work with local and remote team members and supervisors to investigate solutions
- Work within the team procedure with regards to coverage & response times
- Work with team members to provide a collaborative approach to solving issues and educating myself and other team members
- Take all assigned training and pass any tests provided as requested
- Provide a professional, business like and pleasant demeanor whilst working with clients and team members
- Ability to read and make fixes to HTML and CSS codes
- Hands-on experience Zendesk and Talkdesk ticketing tool
- Assisting clients with Website, Mobile app and core event management software
- Basic knowledge of API and system supported Integrations such as Salesforce, Hubspot, PayPal, etc.
VSOC Operator
Securitas India Pvt Ltd. (Veritas)
Pune
05.2019 - 03.2020
- Interacting with VERITAS's employees globally for Analysis of Cyber incidents (Malware, Phishing attacks, cloud, source code breach)
- Intake and monitoring of VSOC- Handling Cyber and Physical security related incidents globally
- Working on Lenel Server for actively monitoring physical security incidents (Alarm Monitoring and admin access of Badge management) and Avigilon for video surveillance support
- Speak to US based and other countries employees regarding badge activation or any other Physical related issues
- Working on Assurance (SIREN tool) and international SOS tool for Emergency response Support for users globally
- Working on Ticket management tools- Service Now and internal ticketing tool.
Customer Relations Advisor
Tech Mahindra
Pune
11.2015 - 08.2018
- Take inbound calls from new & existing customers
- Troubleshooting unusual and/or complex customer problems and issues
- Build and maintain an accurate customer/prospect database by profiling and capturing Relevant customer/prospect information
- Speak to UK based customers and resolve their queries
- Provide good customer service and generate revenue for the company by doing cross sells
- Working closely with other departments to ensure timely resolution of customer issues-Negotiating customer prices, service plan payments and billing issues consistent with specified compliance and guidelines.
Sr. Consultant
Ocwen Financial
Mumbai
02.2012 - 10.2015
- Take outbound calls from new & existing customers
- Assisting with customer retention, assisting dissatisfied customers, and working to resolve Their service problems
- Work onto refinance their existing home loans
Senior Associate
Zenta Pvt Ltd.
Mumbai
01.2010 - 06.2011
- Take outbound calls for existing customers
- Job to collect credit card outstanding bills by providing them with the options to pay
- Achieve monthly up-selling targets & achieving KRA's.
Senior Associates
Excel Infoways
Mumbai
06.2008 - 12.2009
- Take outbound calls for new customers
- Job to provide the business loans based on their credit card statement
- Achieve monthly up-selling targets & achieving KRA's
- Also had provided the training to the new batches and mentor for new people on the floor.
Senior Sales Executive
ICICI Consumer Finance
Mumbai
06.2007 - 05.2008
- Sales marketing job
- Job to handle the electronic dealers and get the business out from them for electronic finance
- Working closely with other departments to ensure timely approval of customer's consumer Durable loan
- Provide better service than the competitor in the market
- Achieve monthly targets & achieving KRA's.
Senior Sales Executive
GEMoneyConsumerFinance
Mumbai
04.2004 - 05.2007
- Sales marketing job
- Job to handle the electronic dealers and get the business out from them for electronic finance
- Working closely with other departments to ensure timely approval of customer's consumer Durable loan
- Provide better service than the competitor in the market
- Achieve monthly targets & achieving KRA's.
Education
BBA - Marketing
Rajiv Gandhi Institute Of Management & Technology
India05-2015
H.S.C -
Vailankani Jr. College of Arts & Commerce
Mumbai01.2002
S.S.C -
St. Xavier's High School
Mumbai01.1999
Skills
- Operating systems
- Customer Support
- Remote Support
- Incident Management
- Service desk support
- Technical Troubleshooting
- Incoming Call Management
- Online Chat Support
- Professional Demeanor
- Multitasking
- Customer Relationship Management (CRM)
- Building rapport
- Positive and professional
- Problem-solving abilities
- Follow-up skills
- High-energy attitude
- Senior leadership support
- CRM Software
- Information Security
- Inbound and Outbound Calling
- Microsoft Outlook
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Gujarati
Upper Intermediate (B2)
B2
Marathi
Beginner
A1
Hobbies
- Dancing, Cooking, Travelling, Working out in the Gym, Indoor Games (Table Tennis, Snooker, Carom).
Timeline
Software Support Specialist
Aventri Event Software Pvt. Ltd.
12.2020 - 05.2024
VSOC Operator
Securitas India Pvt Ltd. (Veritas)
05.2019 - 03.2020
Customer Relations Advisor
Tech Mahindra
11.2015 - 08.2018
Sr. Consultant
Ocwen Financial
02.2012 - 10.2015
Senior Associate
Zenta Pvt Ltd.
01.2010 - 06.2011
Senior Associates
Excel Infoways
06.2008 - 12.2009
Senior Sales Executive
ICICI Consumer Finance
06.2007 - 05.2008
Senior Sales Executive
GEMoneyConsumerFinance
04.2004 - 05.2007
BBA - Marketing
Rajiv Gandhi Institute Of Management & Technology
H.S.C -
Vailankani Jr. College of Arts & Commerce
S.S.C -
St. Xavier's High School
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