Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Timeline
AccountManager
Rakshith Ujwal Kumar

Rakshith Ujwal Kumar

Bangalore

Summary

Experienced Lead adept at swiftly identifying, resolving, and preventing service disruptions. Proficient in leading teams using tools like JIRA and ServiceNow, resulting in a 25% reduction in downtime. Skilled in comprehensive documentation, fostering knowledge-sharing for improved team efficiency and high customer satisfaction. Achievements include rapid issue resolution and streamlined processes.

Overview

8
8
years of professional experience

Work History

Shift Lead

Statsperform
Bangalore
11.2019 - Current
  • Delegated tasks to employees and monitored activities and task completion.
  • Created a centralized incident response playbook in Confluence, resulting in a 20% reduction in the time taken to onboard new team members and facilitating a 15% faster resolution of incidents through standardized procedures.
  • Assessed reports and adjusted workflows to realign with targets.
  • Streamlined the JIRA ticket resolution process by implementing custom workflows and automation, reducing average resolution time by 30%, and achieving a customer satisfaction rate of 95%.
  • Evaluated employee performance, delivering individualized feedback to identify and correct areas needing improvement.
  • Mitigated a major service disruption by quickly identifying the root cause, implementing a temporary fix, and collaborating with the development team to deploy a permanent solution, minimizing downtime by 50%.
  • Managed schedules accepted time off requests and maintained coverage for shifts.

Support Engineer

Perform Media India (Pvt_) Ltd
Mangalore
06.2017 - 11.2019
  • Creating a sport article related to the sport media and updating on the websites
  • Monitored daily sporting events and issues to discuss and report pertinent news
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.

Technical Support

Newtech Services
Mangalore
06.2016 - 05.2017
  • Documented detailed records of customer interactions and activities into the company database
  • Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements
  • Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs
  • Prepared proposals and conducted closing interviews to sell insurance products
  • Answered insurer questions regarding policyholders
  • Analysed customer needs and provided best options, upselling products and services.

Education

Bachelor of Business Administration -

SDM College
01.2013

Skills

  • BUSY
  • Microsoft Office (Word, Excel, Power point, Outlook)
  • Tally ERP 9
  • ServiceNow
  • Jira and Confluence
  • PowerBi
  • DacEasy
  • Training & Development
  • Customer Service Management
  • Performance Improvement
  • Team Management

Accomplishments

  • Organizer for Inter Collegiate Fest "SYNERGY" and "GENESIS".
  • Attended various seminars held by the college.
  • Visited various Industries for practical exposure.

Hobbies and Interests

  • Traveler
  • Choreographer
  • Reading
  • Photography and Vlogging
  • Painting and Sketching

Timeline

Shift Lead

Statsperform
11.2019 - Current

Support Engineer

Perform Media India (Pvt_) Ltd
06.2017 - 11.2019

Technical Support

Newtech Services
06.2016 - 05.2017

Bachelor of Business Administration -

SDM College

Similar Profiles

CREATE PROFILE
Rakshith Ujwal Kumar