Sri Raksha BSR
Customer Success Specialist
Bengaluru,KA
Summary
Experienced technical support and customer success professional with a proven ability to boost customer satisfaction through innovative solutions. Skilled in analyzing customer needs and collaborating with cross-functional teams to drive product improvements. Seeking to leverage technical expertise in Product Management to develop user-centric solutions.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Customer Success Specialist
Diligent Corporation
Bengaluru
12.2024 - Current
- Streamlined client onboarding by setting customer entitlements.
- Oversaw seamless transition by executing thorough health checks before and after migration while managing data integrity.
- Enhanced user experience with customized web designs.
- Engineered integrated micro-tools suite decreasing customization time by 72% in the first quarter.
- Organized frequent 'Tech Herd' gatherings aimed at promoting team knowledge dissemination.
- Proactively discovered opportunities for process optimization during team discussions.
- Crafted educational content, facilitating increased client engagement with offerings.
- Mitigated customer problems effectively, causing a significant decrease in escalations.
- Worked with diverse teams to tackle customer issues, leading to enhanced customer satisfaction.
- Collaborated with internal teams such as sales, engineering, and marketing to develop customized solutions for customers' needs.
Senior Enterprise Support Engineer
DELL EMC
08.2015 - 11.2019
- Meeting customer deadlines and turnaround times without compromising quality norms and adhering to SLAs, implementing short- and long-term plans to achieve process objectives.
- Recommending and deploying changes to existing systems to improve performance.
- Supervising, mentoring, and coaching vendor teams, and helping them to meet their targets.
- Handling escalation calls for highly critical cases, such as data unavailability, performance issues, and data corruption.
- Taking ownership of L2 escalation cases.
- Mentoring and assisting local teammates, especially in NFS and Windows cases.
- Managing local Windows, working on reproducing customer issues in-house, and driving towards finding a solution.
- Assisting the global team in the WINDOWS/NFS process and PCAP analysis.
- Proactively working with the Engineering team to find new bugs and JIRA.
- I have been highly engaged in training new hires, new vendor team members, and upselling existing team members.
- Overview of ECS storage, including rack and capacity expansions, preventing the read-only limit of the storage.
- Email support specialization, and assisted juniors in improving time-effective email writing, knowledge sharing, technical coaching, and mentoring.
Education
MSc Post Graduate -
George Brown College
Toronto 01.2020 - 11.2021
Skills
- Active Directory Domain management
- LDAP
- NAS
- SAN
- Linux troubleshooting
- SSH
- Telnet
- SMB
- FTP
- NFS
- HTTP
- CIFS
- VPN
- DNS
- DHCP
- VOIP
- Networking
- NAT
- TCP/IP
- UDP
- IPv4
- Thank
- Wireshark
- Data recovery
- Disaster recovery
- Replication
- Shell scripting
- VMware
- Hyper-V management
- VM deployment
- GCP
- AWS
- JIRA
- Kubernetes
- Customer relationship management
- User experience
- Data integrity
- Process optimization
- Communication skills
- Cross-functional teamwork
- Confluence
- Agile Methodologies
- Product Strategy & Vision
- Business & Financial Acumen
- User Research & Customer-Centric Thinking
- Leadership
Personal Information
Disability: Hard of hearing, request for accommodation through the interview process.
Accomplishments
- Led client migrations from Boarddocs to the D1 platform, including data validation and reporting.
- Customized client websites with HTML/CSS to improve user experience and align with branding.
- Designed and developed micro-tools to streamline website customization, reducing time by 72% within the first quarter.
- Initiated and facilitated a weekly "Tech Herd" meeting for knowledge sharing and team learning.
- Presented progress and recommendations in weekly sprint meetings, focusing on process optimization and collaboration.
- Streamlined client onboarding by creating customer entitlements, ensuring access to appropriate resources and services.
Timeline
Customer Success Specialist
Diligent Corporation
12.2024 - Current
MSc Post Graduate -
George Brown College
01.2020 - 11.2021
Senior Enterprise Support Engineer
DELL EMC
08.2015 - 11.2019
Similar Profiles
Manjunath BManjunath B
Customer Support Specialist at Diligent CorporationCustomer Support Specialist at Diligent Corporation
Faith MakgolaneFaith Makgolane
Customer Success Manager II at Diligent CorporationCustomer Success Manager II at Diligent Corporation
Josef FalcomataJosef Falcomata
Regional Sales Director at Diligent CorporationRegional Sales Director at Diligent Corporation
Shobana RShobana R
Associate System Engineer at MasterCom Technology Services India PvtAssociate System Engineer at MasterCom Technology Services India Pvt
Evans VEvans V
Experienced System Verification Engineer at Volvo Construction Equipment India Pvt LtdExperienced System Verification Engineer at Volvo Construction Equipment India Pvt Ltd