Rajendra Kumar
Bengaluru
Summary
Dynamic and results-driven professional with extensive expertise in customer service, SAAS sales, and channel sales management. Proficient in utilising customer support software tools and Salesforce.com CRM to enhance customer handling and product support. Demonstrates strong interpersonal and presentation skills, with a proven track record in lead generation, merchant acquisition, and corporate branding. Adept at managing supply chain solutions and media sales to drive business growth. Committed to leveraging skills in Zendesk and telephone communication to achieve excellence in customer satisfaction.
Overview
6
6
years of professional experience
Work History
Senior Customer support representative
Definitive Healthcare
Bengaluru
02.2024 - 03.2026
- Effectively resolved customer queries by leveraging the Zendesk ticketing system, delivering exceptional product support.
- Provide customer onboarding support and proactive continual education.
- Produce Quarterly Business Reports (QBRs) for customers and provide other regular and custom reporting.
- Create and maintain a Customer Success Plan that focuses on value delivery.
- Monitor and support customer usage, adoption and support continued use of solution portfolio.
- Provide administrative support to the Value Delivery Team including project
- Handled diverse customer queries, including password resets, user adds, and search-related concerns
- Proactively addressed challenges regarding missing facilities data in our product by submitting an Asana ticket to the product success team.
- Demonstrated expertise in efficiently resolving login difficulties for Product, ensuring a seamless user experience.
- Consistently delivered efficient and effective solutions by employing exceptional problem-solving skills.
- Achieved consistently high levels of customer satisfaction through the delivery of exceptional service.
- Handled high-volume telephone calls to address and resolve customer queries.
- Helped customers set up new systems, applications and software.
- Provided clear and concise step-by-step technical support to guide clients.
Senior Customer Success Executive
QWay Technologies
Chennai
10.2022 - 02.2023
- Resolved customer queries effectively by utilizing the Zendesk ticketing system, providing exceptional product support.
- Utilized Sales force experience to optimize the resolution of customer issues in patient care support.
- Efficiently managed device syncing, medication refills, and appointment scheduling
- Proficiently tackled challenges related to editing food entries in the Evolve app by diligently monitoring the health cloud on a daily basis.
- Demonstrated expertise in efficiently resolving login difficulties for the Evolve app, ensuring a seamless user experience.
- Consistently executed effective strategies to resolve complex issues
- Attained consistently high levels of customer satisfaction through the delivery of exceptional service.
- Delivered high level of service to customers in effort to build upon future relationships.
- Kept organisation in compliance with regulations and internal requirements.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Formed and sustained strategic relationships with clients.
Customer support executive
Atos Syntel
11.2021 - 10.2022
- Managed and resolved customer inquiries regarding shipment tracking in the FedEx project, ensuring exceptional customer satisfaction.
- Demonstrated expertise in handling and resolving FDM and FSM issues, ensuring seamless operations and minimizing downtime.
- Assisted customers in troubleshooting login issues on the FedEx website through Salesforce lightning, providing efficient and effective solutions.
- Conducted comprehensive testing by replicating customer issues, validating the effectiveness of problem-solving measures, and improving overall service quality.
- Diligently verified courier home addresses to ensure absolute accuracy and prompt delivery, optimizing customer experience.
Senior associate
Omega Healthcare
01.2020 - 10.2021
- Proactively followed up on submitted claims to USA insurance companies, ensuring prompt verification of denial or payment status.
- Reviewed and resolved discrepancies or outstanding issues found in Explanation of Benefits (EOB) received through insurance portals.
- Maintained accurate and comprehensive records by meticulously documenting all relevant information discussed during calls with insurance representatives.
- Collaborated with dedicated departments to escalate claims and initiate necessary follow-up actions for efficient resolution of outstanding claims.
- Managed collections from various insurance payers in the USA, ensuring payments were made in a timely and accurate manner.
- Possessed extensive knowledge of the entire Revenue Cycle Management (RCM) process, enabling effective management of all aspects of the claims process.
Education
Master of Business Administration - MBA - HR & Marketing
SRK INSTITUTE OF TECHNOLOGY
09.2019
MPC - Maths , Physics & Chemistry
Gowtham junior college
05.2014
Bachelor of Business Management - BBM - Management
Gowtham degree college
04.2017
SSC -
VPS Public School
03.2012
Skills
- Customer support software tools
- Customer onboarding and training
- SaaS customer success and adoption
- Retention and churn mitigation
- Data-driven insights
- Customer service
- Telephone communication
- Customer handling
- Product support
- SaaS sales
- Supply chain management
- Channel sales management
- Merchant acquisition
- Media sales
- Corporate branding
- Advertising strategies
- Lead generation
- Salesforce CRM
- Interpersonal skills
- Presentation skills
Accomplishments
Star Caller Award, 2021-05-01, Earned the prestigious Best Star Caller Award in May 2021 by consistently surpassing targets while maintaining exceptional call quality and achieving an outstanding production rate of 120%.
Languages
English
Proficient
C2
Hindi
Advanced
C1
Tamil
Advanced
C1
Telugu
Proficient
C2
Hobby and interests
- Gardening
- Magic tricks
- Table tennis
Timeline
Senior Customer support representative
Definitive Healthcare
02.2024 - 03.2026
Senior Customer Success Executive
QWay Technologies
10.2022 - 02.2023
Customer support executive
Atos Syntel
11.2021 - 10.2022
Senior associate
Omega Healthcare
01.2020 - 10.2021
Master of Business Administration - MBA - HR & Marketing
SRK INSTITUTE OF TECHNOLOGY
MPC - Maths , Physics & Chemistry
Gowtham junior college
Bachelor of Business Management - BBM - Management
Gowtham degree college
SSC -
VPS Public School