Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Timeline
Generic
Shreyas Hegde

Shreyas Hegde

Senior Support Specialist
Bengaluru

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Excellent reputation in providing customer service to all stakeholders.

Overview

8
8
years of professional experience
2
2
Certifications
3
3
Languages

Work History

Senior Support Specialist - Payroll

Rippling
9 2021 - Current
  • Handling Payroll and Tax related queries through Email, Chat, and Zoom calls
  • Consistent performer with the highest case solves
  • Providing the best solutions and satisfying the clients
  • Taking responsibility for the escalation cases and showing ownership to resolve the issues
  • Maintaining qualities on the email with a positive C-SAT
  • Training new hires and cross-training different teams
  • Conducting office hours to assist people across the team
  • Helping teammates with Escalation cases and joining the client call
  • Sharing the product updates with the teammates
  • Reporting and working on Incident cases
  • Working on Jira tickets to reduce the dependency on an Engineering team
  • Weekly meetings with the Engineering team to prioritize the escalated cases
  • JIRA Expeditor - Working closely with the Engineering team to resolve the issues on the same day
  • Content creation - Working on confluence pages and updating help center articles
  • Conducting fun Fridays and organizing team outings.
  • Quality review and providing feedback to the team.
  • Managing the queue and splitting the work when there is a shortage of specialists.

Customer Advocate

Sift Consultancy
06.2019 - 09.2021
  • Analyzing the best solutions for client
  • Working on Payroll, Insurance, HR, and Tax domain
  • Being an advocate for the client
  • Taking initiative in the absence of a Team Leader to manage the team
  • Draft reviews of the new hires and assist the team members
  • Got certified in Zenefits Education
  • Taking initiative in updating team scores for each individual and helping them to achieve their targets
  • Helping Team Leader to conduct various activities to maintain a healthy environment
  • Handling escalation cases.

Digital Interaction Executive (L1G2)

24/7.ai
11.2016 - 06.2019
  • Being a part of escalation for all the customer service issues
  • Ensuring a consistently high level of customer
  • Acting on customer feedback
  • Motivating customers to use the company's service more
  • Approachable, supportive, and willing to assist others
  • Actively identifying areas where processes and systems can be improved so that cost can be saved and revenue increased
  • Working with high-valued clients.

Education

Bachelor of Computer Application (BCA) -

Alva's College
Mangalore
04.2001 -

Skills

  • Customer Support
  • Experienced in Salesforce, JIRA & Confluence
  • US Payroll & Tax
  • Excel
  • Employee Training
  • Quick learner
  • Leadership skills
  • Effective Communication
  • Escalation Management
  • Multitasking
  • Time Management
  • People Management
  • Customer Relationship Management

Certification

Zenefits Certified Professional

Disclaimer

I do hereby declare that the above-mentioned details are true to the best of my belief.

Timeline

Customer Advocate

Sift Consultancy
06.2019 - 09.2021

Digital Interaction Executive (L1G2)

24/7.ai
11.2016 - 06.2019

Bachelor of Computer Application (BCA) -

Alva's College
04.2001 -

Senior Support Specialist - Payroll

Rippling
9 2021 - Current

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Shreyas HegdeSenior Support Specialist