S. Hima Bindu
Visakhapatnam
Summary
Dedicated Customer Success and Support professional with extensive experience in L3 support and HRIS products. Skilled in managing complex customer issues, driving resolutions, and translating product functionality into actionable solutions. Coaches and develops support teams through targeted training and performance feedback. Collaborates cross-functionally to identify customer pain points and enhance processes using insights and AI-driven workflows.
Overview
3
3
Languages
6
6
years of professional experience
Work History
Customer Support Lead, Training & Stretch Manager
Rippling
Bangalore
11.2025 - Current
- Lead HRIS training and enablement, including new-hire/L3 onboarding, product refreshers, coaching, and hands-on demo-based learning; developed training content and documentation.
- Identify knowledge gaps and case trends and use them to drive targeted training, process improvements, and AI-enabled case analysis and coaching.
- Coach agents on complex cases, system behavior, troubleshooting, customer communication, and response quality, while providing actionable feedback to improve performance.
- Conducted 1:1s and provided ongoing performance and development coaching, enhancing direct reports' case handling, response quality, tone, and customer communication.
- Monitored and improved team metrics, including Chat AHT and TFR, through case reviews and targeted coaching.
- Leveraged AI and data-driven insights to review cases and identify coaching opportunities, proactively supporting direct-report development.
Senior Customer Support Specialist
Rippling
Banglore
05.2025 - 10.2025
- Supported new hires and agents as senior resource for complex HRIS cases, escalations, and troubleshooting.
- Guided reverse swarms, shadowing, and reverse-shadowing sessions to review cases, find root causes, and coach agents on product functionality and customer communication.
- Partnered with cross-functional teams to resolve recurring product issues and customer pain points, sharing actionable feedback to improve case handling and customer experience.
- Led office hours and knowledge-sharing sessions to identify recurring knowledge gaps and provide targeted coaching and refresher training to strengthen team expertise.
Customer support Specialist
Rippling
Bangalore
09.2023 - 04.2025
- De-escalating and resolving issues by leveraging platform and industry expertise.
- Managed client issues from initial contact to resolution.
- Leveraging chat, email functionality and video conferencing to help our clients optimize Rippling.
- Established expertise as a reliable resource for clients on product knowledge.
- Collaborated with product and engineering teams to enhance client experience through automation and feature improvements.
Experience Manager
Spinny Value Drive Technologies Pvt Ltd.
Gurgaon
02.2022 - 08.2023
- Maintain customer experience metrics above 95% at all times with quick TAT and zero escalations
- Managing end to end relationship within procurement cycle from 1st call to final payment and delivery of asset
- Coordinated with ground operation and documentation teams to ensure timely pickup and delivery of assets
- Achieved a minimum of 1.5Cr turnover and increased it on an average of 4% MOM basis
- Oversaw daily operations as team leader, providing weekly support and sharing daily reports with vertical head
- Well versed in CRM software in terms of punctual updates, data pulling and lead journey management
- Served as an SME for vertical-related queries, coordinated with QA team, and supported new hires during OJT
- Conducted sales negotiations and followed up on supply leads.
- Ensured compliance with KYC regulations by accurately validating customer identities. across various banking institutions and RTO regulations
Business Development Counsellor
Planet Spark
Gurgaon
05.2021 - 01.2022
- Achieved B2C sales targets through relationship building, negotiation, and collaborative teamwork.
- Identified and prioritized high-potential leads through cold calling, referrals, and social media marketing.
- Conducted daily video call sessions with clients explaining the importance of Public Speaking & Creative Writing courses.
- Addressed and resolved grievances through remote communication, enhancing client satisfaction.
- Aligning the children for Demo sessions with the best teachers; completed on-boarding of new joining independently.
Intern
Mom's Belief
Gurugram
06.2020 - 08.2020
- Conducted global research on ADHD and ASD therapies, treatment methods, and medications, contributing to a comprehensive understanding of international practices.
- Organized and summarized research findings into clear, structured reports, enhancing accessibility and usability of information for internal stakeholders.
- Researched specialized childcare and therapy centers, compiling detailed reports and profiles to inform program development and stakeholder decisions.
- Reached out to therapy centers via email to collect detailed information on their services and programs.
Education
MBA - Marketing/ HR
GD Goenka University
Gurgaon, Haryana05-2021
BBA - Marketing Management and Research
Acharya Institutes
Bangalore, Karnataka05-2019
High School Diploma -
EV & MP English Medium School
Visakhapatnam, Andhra Pradesh03-2016
Secondary School Certificate -
Vignan Vidyalayam
Visakhapatnam, Andhra Pradesh03-2014
Skills
- Training program design
- Training and coaching
- Process improvement
- Complex case management
- Customer issue resolution
- Issue resolution
- Case tracking
- Client management
- Client relationship management
- Cross-functional collaboration
- Customer service
- Effective communication
- Knowledge management
PERSONAL DETAILS
Languages Known: English, Hindi & Telugu
ACADEMIC PROJECTS
- Project #1, Organization: Tirupati Global Facilities Pvt. Ltd., Duration: 1 Month (Jan'19), Learning: Study on marketing strategies
- Project #2, NGO: Dream Girl Foundation, Duration: 2 Weeks in Feb'21, Learning: Community Service
INTERNSHIPS
- Nov'17 – Jan'19 | Freelancing in various Corporate as well as management events, Bangalore.
- Jun'20 – Aug'20 | Intern | Mom Belief, Gurugram.
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Accomplishments
- Best Training Lead for a Specific Quarter (Q4)
- Star Performer, Planet Spark
- Rising Star, Spinny Max
Timeline
Customer Support Lead, Training & Stretch Manager
Rippling
11.2025 - Current
Senior Customer Support Specialist
Rippling
05.2025 - 10.2025
Customer support Specialist
Rippling
09.2023 - 04.2025
Experience Manager
Spinny Value Drive Technologies Pvt Ltd.
02.2022 - 08.2023
Business Development Counsellor
Planet Spark
05.2021 - 01.2022
Intern
Mom's Belief
06.2020 - 08.2020
MBA - Marketing/ HR
GD Goenka University
BBA - Marketing Management and Research
Acharya Institutes
High School Diploma -
EV & MP English Medium School
Secondary School Certificate -
Vignan Vidyalayam