Rohit Raina
Pune
Summary
Highly motivated customer-focused professional with a proven track record in exceeding client expectations. Possesses extensive experience in customer support, conflict resolution, and problem-solving. Adept at diagnosing complex issues and crafting effective solutions. Passionate about developing others, with a strong foundation in Coaching and a current enrollment in the Executive Coach Training Programme.I am committed to sharing innovative ideas and enhancing processes. With a resolute determination, I navigate the journey of improvement, steadfast in my pursuit of excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Executive (Business Development)
Hitachi Systems India
Pune
2023.03 - 2023.10
- Managed 30 accounts as Account Manager Cybersecurity, nurturing relationships with key stakeholders in IT departments and decision-makers at C-Level and executives
- Organized meetings to present Hitachi's comprehensive solutions for optimizing IT infrastructure
- Tailored solutions from diverse experts in Security, Managed Services, Cloud, Autonomous and Orchestration solutions, and data centers
- Facilitated follow-up meetings to refine proposed solutions and guide towards closure
- Invited clients to industry events, fostering networking and collaboration
- Strengthened relationships through informal gatherings like dinners and lunches.
Sr.Tech Support Engineer
Vymo
Bengaluru
2021.06 - 2022.11
- Led scrum calls as Product Support Engineer, ensuring SLAs were met
- Managed Jira tasks for diverse client base including Aflac, FE Credit, and more
- Monitored events for FE Credit using Sensu and batch processes in rundeck, ensuring system stability
- Provided input to enhance support quality for senior leadership
- Collaborated with the software development team to address post-release issues.
Information Process Specialist
Tata Consultancy Services
Pune
2018.08 - 2020.01
- Developed and implemented processes within Siebel to streamline order processing
- Facilitated seamless communication channels between the back office and sales team
- Ensured efficient workflow by accurately forwarding processed orders to the sales team
- Collaborated with cross-functional teams to address any technical or operational challenges
- Achieved significant improvements in order processing efficiency and accuracy.
Collections Officer
WNS
Pune
2018.04 - 2018.08
- During my tenure in a contracted position with IAG, I had the privilege of collaborating with esteemed managers spanning New Zealand and Australia
- Throughout this experience, I diligently absorbed and adapted collection techniques under their guidance
- This opportunity provided me with invaluable insights into diverse approaches within the industry, enriching my skill set and fostering a dynamic learning environment.
Senior Practitioner
Concentrix Daksh Pvt Ltd
Pune
2017.02 - 2018.03
- Provided on-call support for a wide range of service-related issues, effectively addressing user tickets encompassing hardware, software, and network concerns
- Proficiently guided customers through the installation of applications, utilizing Log Me and other tools In software for remote assistance
- Conducted remote troubleshooting to swiftly identify and resolve technical issues, ensuring minimal disruption to user operations.
Customer Service Associate(NA)
Amazon Development Center
Pune
2016.03 - 2017.01
- Enhanced customer satisfaction at Amazon.com by overseeing individual accounts for the North American zone and related order issues
- Utilized Amazon's suite of resources and tools to optimize customer experiences, proactively addressing inquiries and delivering clear, detailed explanations via email
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
- Developed and implemented a customer service policy to reduce repeat contact rates that improved customer service and resulted in an increase in customer satisfaction.
Education
Bachelor of Engineering -
University of Pune
01.2015
Skills
- Communication Skills
- Scrum calls
- Business Development
- Client Relationship
- Sales
- Product Support
- Customer Service
- Confluence Document Writing
- Process Improvements
- JIRA
- Software Development
- Problem Solving
- Product Support/ Release Management
- Account Manager
- Individual/Team Coaching
Certification
- Associate Coach Training Programme
- Project Management Foundations
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Personal Information
Avid Experiential Learner, Curiosity,Passionate nature enthusiast and perpetual learner with a penchant for sharing innovative ideas and optimizing processes with a determined mindset.
Affiliations
- Engaged in writing articles and leading discussions on human growth, self-development, clear communication, and the power of ideas.
Timeline
Senior Executive (Business Development)
Hitachi Systems India
2023.03 - 2023.10
Sr.Tech Support Engineer
Vymo
2021.06 - 2022.11
Information Process Specialist
Tata Consultancy Services
2018.08 - 2020.01
Collections Officer
WNS
2018.04 - 2018.08
Senior Practitioner
Concentrix Daksh Pvt Ltd
2017.02 - 2018.03
Customer Service Associate(NA)
Amazon Development Center
2016.03 - 2017.01
Bachelor of Engineering -
University of Pune
- Associate Coach Training Programme
- Project Management Foundations
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