Rakeshkumar Kothari

• Managed customer inquiries via phone and email in a 24/7 environment, consistently meeting SLAs and KPIs with rotating shifts during US business hours.
• Leveraged industry knowledge to advise clients on best practices for maintaining compliance with regulatory requirements.
• Evaluated potential risks associated with proposed changes to licensed products or services, advising clients on appropriate mitigation strategies accordingly.
• Facilitated the resolution of complex issues surrounding licenses through effective mediation between stakeholders.
• Provided exceptional customer service to applicants, addressing inquiries with accurate information and timely responses.
• Installed and configured Citrix Virtual Apps/Desktop, ADC, Hypervisor licenses. Collaborated with specialists to resolve issues for Priority and Priority+ accounts.
• Prepared fortnightly and monthly performance reports for advisors.

• Design and plan network services and infrastructure for ISP customers, aligning with business needs and service requirements.
• Conduct feasibility studies for customer expansion, covering civil works, cable routing, and field assessments.
• Develop physical network requirements and create schematics for FTTP, National Ethernet, IPVPN, and Managed Internet Access deployments.
• Collaborate with storage vendors to optimize network and hardware usage; maintain and update the ISP network footprint using G-Designer.
• Manage ticket queues and prioritize assignments, while providing training, support, and coaching to planners on system navigation and problem resolution.
• Prepare regular performance reports to monitor planner productivity and project status.

Projects:

• Developed a comprehensive dashboard for FY20 that consolidated yearly employee performance across all Lines of Business (LOBs), streamlining monthly scorecard preparation and eliminating the need for multiple data sources. This tool enhanced management’s ability to monitor performance and allowed employees to easily track their metrics and improvement areas.
• Introduced a process improvement initiative to reduce delays and ensure timely project delivery.

• Connected with Australian homeowners to promote solar PV systems, secure appointments, and close sales while ensuring customer satisfaction.
• Provided ongoing support post-installation for troubleshooting issues or answering additional questions about system performance.
• Managed client accounts diligently, ensuring timely delivery of services and addressing any concerns promptly.
• Prepared detailed proposals outlining custom solar solutions, resulting in higher conversion rates and increased revenue generation.
• Train and manage the sales team, collaborating with support to boost sales efforts. Drive business development for corporate clients through lead generation.

• Analyze customer needs and recommend solutions within protocols, coordinating resources for resolution.
• Gather and analyze data to support business decisions and meet team targets and SLAs.
• Resolve client queries efficiently, communicating decisions clearly.
• Prepare reports, manage workflow, and support team operations. Assist new team members with escalations and serve as a point of contact.
• Manage high-volume workloads, consistently meeting performance benchmarks.
  Handle inquiries, complaints, billing, and service requests, while cross-selling and upselling.
• Track and resolve customer issues within TAT/SLA deadlines.