Rufus Rajkumar

Company Overview: Zoho Corporation is a renowned multinational technology company specializing in cloud-based software solutions for businesses of all sizes. As a leading provider of

enterprise applications, Zoho offers a comprehensive suite of products designed to streamline operations, enhance productivity, and drive growth.

• Supervised and led a team of Product Specialists.
• Mentored, coached and guided to ensure the members of the team can handle the customers in an efficient way.
• Set SLA's for handling the support tickets to improve customer satisfaction.
• Handled escalations and made sure the customer issue is resolved.
• Collaborated with Customers, Sales team and Developers to cascade the feedback / feature request raised.
• Conducted training and on-boarding for new joiners and customers.
• ITIL professional with 6+ years of experience in solutioning, backlog management, UAT support, and hypercare delivery.
• Proven track record of working across enterprise SaaS environments, collaborating with architects, engineers, and TPMs to translate business requirements into execution-ready user stories.
• Skilled in Agile delivery, incident management, and structured reporting, ensuring smooth end-to-end delivery on the ITIL platform.

Company Overview : Sutherland is a global digital transformation and business process outsourcing (BPO) company delivering customer experience and technology-driven solutions.

• Delivered technical support to clients on DLP, malware removal, ransomware mitigation, and safe browsing practices.
• Diagnosed and resolved complex security threats, implementing remediation steps.
• Configured antivirus features and policies to enhance protection and compliance.
• Educated customers on preventive measures, updates, and best practices to reduce risk exposure.
• Supported inbound calls efficiently, improving satisfaction with rapid issue resolution.

Company Overview: Hexaware Technologies is a global leader in providing IT, business process

outsourcing (BPO), and consulting services to clients across various industries.

• Worked closely with customers to understand their requirement and provide tailored solutions.
• Provided product demonstrations to customers to help them understand the solutions better.
• Helped customers with training sessions to enhance customer satisfaction.
• Maintained cordial customer relationship and acted as a trusted advisory to customers.
• Hexaware Technologies is a global leader in providing IT, business process outsourcing (BPO), and consulting services to clients across various industries.