Rohan Dahiya
New Delhi
Summary
Dedicated Senior Operations Analyst with extensive experience as the primary point of contact for the Operations team. Skilled in assisting customers with contract-related and product-related issues, leveraging tools such as Zendesk and Jira for efficient ticket management. Proven ability to resolve technical product inquiries, troubleshoot software-related challenges, and collaborate with cross-functional teams to deliver timely solutions, ensuring a high level of customer satisfaction. Strong focus on understanding customer needs, product functionality, and ensuring seamless product experiences.
Overview
4
4
years of professional experience
Work History
Senior Customer Operations Analyst
Productiv Inc
Bangalore
02.2022 - Current
- Customer Support & Issue Resolution: Acted as a primary point of contact for customers, addressing complex product issues and service-related concerns. Resolved escalated inquiries related to contracts, product performance, and SaaS application functionality, ensuring swift and effective solutions while maintaining high levels of customer satisfaction.
- Cross-Functional Collaboration: Collaborated extensively with Product and Development teams to address and resolve customer issues. Played a key role in communicating customer feedback and product improvement suggestions to the product team, ensuring that customer pain points were prioritized in future releases.
- SaaS Support Experience: Leveraged extensive experience with SaaS applications, providing both proactive and reactive support. Assisted customers in troubleshooting technical issues, explained software functionality, and guided users through the successful implementation and use of the platform.
- JIRA and Bug Tracking: Managed and tracked customer-reported issues and bugs using JIRA, working closely with the development team to prioritize and escalate critical bugs.
- Product Expertise: Developed in-depth knowledge of the company's product suite, enabling quick diagnosis and resolution of customer issues. Regularly updated internal knowledge bases and FAQs to ensure that customers have access to accurate, up-to-date information.
- Customer-Centric Mindset: Maintained a strong customer-first approach, ensuring that each solution not only met technical requirements but also addressed customers' broader business needs.
- Zendesk Ticket Management: Utilized Zendesk to track and manage a high volume of customer support tickets, ensuring each case was handled according to SLA standards. Prioritized urgent issues and collaborated with the relevant teams to ensure accurate, timely, and effective resolutions.
Senior Technical Support Specialist
Sony India Pvt Ltd
New Delhi
09.2020 - 02.2022
- Provided technical support for customers over the phone and via email.
- Maintained customer accounts in a CRM system to track customer interactions.
- Resolved complex technical issues with customers, including hardware and software problems.
- Created detailed reports on customer service activities for management review.
Education
Diploma - Electronic And Communication Engineering
Guru Nanak Dev Institute of Technology
Delhi07-2017
Skills
- Customer Support and Issue Resolution
- Cross-functional collaboration
- SaaS Support Experience
- JIRA and bug tracking
- Effective communication
- Product Expertise
- Customer-Centric Mindset
- Team Collaboration and Independence
Timeline
Senior Customer Operations Analyst
Productiv Inc
02.2022 - Current
Senior Technical Support Specialist
Sony India Pvt Ltd
09.2020 - 02.2022
Diploma - Electronic And Communication Engineering
Guru Nanak Dev Institute of Technology
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