Raj Dwivedi
Delhi
Summary
Results-driven Customer Support Executive with a proven background in customer relationship management for enterprise clients. Demonstrated ability to exceed sales targets and drive business growth through strategic collaboration and process optimisation. Focused on enhancing client satisfaction by delivering tailored consultative solutions.
Overview
7
7
years of professional experience
Work History
Customer Support Executive
Cnergyis Infotech India Pvt Ltd. (ZingHR)
New Delhi, India
05.2024 - Current
- Managed end-to-end customer support for enterprise clients by resolving HRMS-related tickets within defined SLAs, ensuring timely issue resolution and high client satisfaction.
- Managed portfolio of 10–15 clients, delivering tailored support and relationship management to meet diverse client needs and enhance satisfaction.
- Enhanced customer experience through proactive support initiatives, process optimisation, and solution-focused engagement with clients.
- Analyzed client-reported issues to identify configuration, process, or product-related gaps, collaborated with Development, Product, and Technical teams for resolution, and provided consultative HRMS solutions by recommending suitable system configurations and workflow improvements based on client pain points.
- Coordinated with Product, Development, and Technical teams to troubleshoot system issues, implement fixes, and facilitate new feature rollouts, ensuring seamless client experience.
- Selected for deployment at the Reliance client site in Mumbai as an HRMS Functional Specialist to support critical HRMS operations, including module configuration, client support, data reconciliation, requirement gathering, and coordination meetings with client management and stakeholders.
- Gathered and documented business requirements from HR SPOCs, HR Heads, and business stakeholders, and coordinated with internal teams for product enhancements and process improvements.
- Supported internal teams through knowledge sharing, process guidance, and collaborative issue resolution initiatives.
Account Manager [B2B]
Bharti Airtel Services Ltd.
Pune (Maharashtra), India
04.2023 - 04.2024
- Managed corporate client relationships, surpassing sales targets by understanding client needs.
- Negotiated contracts and pricing, leading to high satisfaction and renewals.
- Maximized revenue through upselling, increasing average deal size by 10%.
- Customized telecommunications solutions to align with client requirements, enhancing satisfaction.
- Liaised between clients and technical teams, ensuring seamless service implementation and client support.
- Conducted business reviews, identifying opportunities for improvement.
- Resolved escalated issues promptly, maintaining strong client satisfaction.
- Stayed updated on industry trends, providing valuable insights to clients.
- Assisted in training and onboarding, contributing to team's success.
Inside Sales Specialist [B2C]
Simplilearn Solutions Pvt. Ltd.
Bengaluru (Karnataka), India
09.2022 - 12.2022
- Acquire new customers from reference and social media marketing.
- Generated business from existing clients through effective upselling and cross-selling strategies.
- Provided on-call sales and customer support to address client inquiries.
- Understand the customer profile and according to market demand suggest tech courses.
- Assisted learners in acquiring new skills and upskilling existing skills globally.
- Guided working professionals in their career paths to achieve personal and professional goals.
Senior Business Development Associate [B2B & B2C]
Think and Learn Pvt. Ltd. (Byju's)
Indore (Madhya Pradesh), India
09.2020 - 07.2022
- Successfully identified and acquired new leads, contributing to a 25% increase in the customer base.
- Delivered persuasive presentations to prospective clients, emphasising app's educational benefits.
- Built and maintained strong relationships with schools and educational institutions.
- Strategically analysed market trends to develop targeted outreach and engagement plans.
- Contributed to development of sales strategies, ensuring consistent achievement of monthly targets.
- Collaborated with high-performing team to enhance business growth and expand market presence.
- Coordinated with cross-functional teams to ensure smooth onboarding and support for clients.
- Provided timely and accurate information to clients, addressing inquiries and concerns.
- Played a key role in fostering a collaborative and motivated work environment. Coordination with authorities and supervisory bodies in approval processes.
- Utilised Byjus platform for educational development.
Senior Sales Officer [B2C]
ICICI Bank Ltd.
Indore (Madhya Pradesh), India
10.2019 - 07.2020
- Assisted clients in comprehending loan products and services to meet financial needs and objectives.
- Aided clients during loan application processes, addressing concerns and inquiries effectively.
- Performed financial analysis and risk assessments of loan applications to evaluate eligibility and reduce risks.
Education
B.Sc. - Mathematics, Statistics & Computer Science
A.P.S. University
Rewa, M.P.01-2018
H.S.C. -
Govt. Higher Secondary school (MP Board)
Mauganj, Madhya Pradesh01-2015
S.S.C. -
Adarsh School (MP Board)
Mauganj, Madhya Pradesh01-2013
Skills
- Customer relationship management
- Technical support
- Objection handling
- Analytical and problem solving
- Data analysis and reconciliation
- Process optimisation
- Requirement gathering
- Cross-functional collaboration
- Conflict resolution
- Team leadership and collaboration
Accomplishments
- Selected for on-site deployment at a major enterprise client (Reliance) as an HRMS Functional Specialist for TNA operations, recognizing strong functional expertise and client-handling capability.
- Successfully managed a portfolio of 10–15 enterprise HRMS clients, ensuring timely resolution of critical issues within defined SLAs and maintaining high client satisfaction.
- Played a key role in improving HRMS product efficiency by collaborating with Product and Development teams on workflow redesigns and module enhancements, including the Disciplinary module.
- Contributed to revenue growth in B2B telecom sales by increasing average deal size by ~10% through strategic upselling and account expansion.
- Consistently exceeded sales targets across B2B and B2C roles spanning telecom, edtech, and banking sectors.
- Recognized for strong client relationship management skills by effectively handling escalations and ensuring long-term client retention.
Languages
Hindi
First Language
English
Advanced
C1
Marathi
Beginner
A1
LinkedIn Profile
https://www.linkedin.com/in/raj201
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.
Timeline
Customer Support Executive
Cnergyis Infotech India Pvt Ltd. (ZingHR)
05.2024 - Current
Account Manager [B2B]
Bharti Airtel Services Ltd.
04.2023 - 04.2024
Inside Sales Specialist [B2C]
Simplilearn Solutions Pvt. Ltd.
09.2022 - 12.2022
Senior Business Development Associate [B2B & B2C]
Think and Learn Pvt. Ltd. (Byju's)
09.2020 - 07.2022
Senior Sales Officer [B2C]
ICICI Bank Ltd.
10.2019 - 07.2020
B.Sc. - Mathematics, Statistics & Computer Science
A.P.S. University
H.S.C. -
Govt. Higher Secondary school (MP Board)
S.S.C. -
Adarsh School (MP Board)