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.
Hi, I’m
Rohit Raina
Pune
Summary
Overview
8
years of professional experience
1
Certification
Work History
Hitachi Systems IndiaPune
Senior Executive (Business Development)
03.2023 - 10.2023
Job overview
- 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.
VymoBengaluru
Sr.Tech Support Engineer
06.2021 - 11.2022
Job overview
- 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.
Tata Consultancy ServicesPune
Information Process Specialist
08.2018 - 01.2020
Job overview
- 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.
WNSPune
Collections Officer
04.2018 - 08.2018
Job overview
- 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.
Concentrix Daksh Pvt LtdPune
Senior Practitioner
02.2017 - 03.2018
Job overview
- 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.
Amazon Development CenterPune
Customer Service Associate(NA)
03.2016 - 01.2017
Job overview
- 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
University of Pune
Bachelor of Engineering
01.2015
University Overview
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
Affiliations
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
03.2023 - 10.2023
Sr.Tech Support Engineer
Vymo
06.2021 - 11.2022
Information Process Specialist
Tata Consultancy Services
08.2018 - 01.2020
Collections Officer
WNS
04.2018 - 08.2018
Senior Practitioner
Concentrix Daksh Pvt Ltd
02.2017 - 03.2018
Customer Service Associate(NA)
Amazon Development Center
03.2016 - 01.2017
University of Pune
Bachelor of Engineering