Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

ROHAN BHALODIA

Ahmedabad

Summary

Results-driven professional with a proven track record in enhancing customer satisfaction, achieving a consistent 95% satisfaction score at Sophos. Expertise in Salesforce and strong problem-solving skills have led to significant contributions in quality assurance and operational improvements. Career aspirations include further leveraging operational excellence to drive organizational success.

Overview

6
6
years of professional experience

Work History

L1 Support Engineer

Sophos
Ahmedabad
09.2022 - Current
  • Assisted Sophos partners and customers via inbound calls and chats to address their concerns.
  • Resolved tickets raised by customers within SLA timelines while keeping track of the resolution status in the ticketing system.
  • Worked on applications like Salesforce, Genesys, and Jira Service Management and other internal applications.
  • Evaluated current processes and procedures associated with IT operations and suggested improvements wherever necessary.
  • Executed follow-up communications via calls and emails.
  • Ensured that the quality of the calls remained high to increase customer satisfaction scores.
  • Consistently maintained the productivity and closure rates for the cases.
  • Always kept myself updated about the internal processes and changes happening in the processes.
  • Secured over 95% customer satisfaction consistently each month, along with 90% quality score.

Senior Business Development Representative

Entigrity
Ahmedabad
09.2021 - 09.2022
  • Handled pre-sales activities and initiatives.
  • Performed cold calling to 50-60 leads on daily basis to schedule a call with BDM and bring them on board.
  • Managed LinkedIn engagement, email campaigns, and social media posts.
  • Prepared content for cold and warm email templates and LinkedIn messages.
  • Maintained consistent follow-ups with prospects.
  • Conducted research across multiple platforms to identify new leads.
  • Prepared new strategies with BDM to convert hot leads into clients.
  • Identified new lead generation sources and approached them strategically.
  • Worked on applications like Odoo, Zoho, Apollo.io, LinkedIn Sales Navigator, HubSpot, etc.

Data Researcher

S&P Global Marketing Intelligence
Ahmedabad
05.2020 - 04.2021
  • Translated financial files from Asian languages into native language.
  • Ensured the high-quality standard of the files that were worked on.
  • Worked on applications like Pathfinder, Lighten PDF Converter, and MySQL Language Translator.

Executive Advisor

Vodafone
Ahmedabad
07.2018 - 02.2020
  • Handled the customer accounts, and provisioned the orders for the customers of Vodafone New Zealand
  • Worked on CRMs like Chorus, Seibel, Salesforce, The Programme II etc.
  • Worked on 50-60 cases assigned and maintained the SLA consistently.
  • Handled the escalations of the queries raised by the customers.
  • Handled inbound calls of customers to resolve their queries.
  • Performed outbound calls to the customers who raised escalations for their concerns.
  • Ensured customer satisfaction by maintaining call and chat quality standards.
  • Analyzed customer feedback surveys to identify areas for improvement.

Education

BACHELOR OF ENGINEERING - COMPUTER

DARSHAN UNIVERSITY
05.2017

Skills

  • Problem-solving
  • Technical troubleshooting
  • Customer Satisfaction
  • Salesforce
  • Zoho CRM
  • Soft Skills
  • Pre Sales
  • Odoo CRM
  • SLA compliance
  • Remote support tools
  • Ticket management

Languages

  • English
  • Hindi
  • Gujarati

Accomplishments

  • Support Team Top 10 member for 4 quarters at Sophos

Timeline

L1 Support Engineer

Sophos
09.2022 - Current

Senior Business Development Representative

Entigrity
09.2021 - 09.2022

Data Researcher

S&P Global Marketing Intelligence
05.2020 - 04.2021

Executive Advisor

Vodafone
07.2018 - 02.2020

BACHELOR OF ENGINEERING - COMPUTER

DARSHAN UNIVERSITY

Similar Profiles

CREATE PROFILE
ROHAN BHALODIA