SHREYAS KS
Bangalore
Summary
Detail-oriented Senior Support Specialist with over 8 years in high-tier customer and partner support for global clients in SaaS, HR Tech, and Financial Services. Led team training initiatives, optimised case resolution workflows, and collaborated with Product and R&D teams to enhance software features. Experienced in onboarding, performance tracking, and escalation management, utilising AI tools to drive operational efficiency and improve client satisfaction.
Overview
5
5
Languages
10
10
years of professional experience
Work History
Senior Support Specialist (Acting Team Lead / Onboarding Lead)
Rippling
Bangalore
03.2024 - Current
- Led end-to-end onboarding for March cohort, managing new hires through their first 90 days with weekly 1:1s, performance tracking, continuous feedback, and office hours, resulting in zero customer dissatisfaction.
- Lead escalation calls of high ARR clients on implementing our products within the clients systems.
- A subject matter expert and escalation POC for talent products - Review cycles, ATS, Learning Management systems and surveys app.
- Delivered top-tier customer support via cases and chats, consistently meeting or Exceeding primary metrics and SLAs.
- Developed and implemented feedback mechanisms and service improvements, significantly enhancing customer satisfaction.
- Partnered with Product and Engineering on 1:1s and Feedback App launches; Created training documentation, enabled Talent team adoption, clarified Post-launch workflows, and submitted R&D improvement ideas based on support Trends.
- Facilitated multi-touch case reviews and high-volume driver reporting to identify and eliminate bottlenecks, improving resolution speed for a large volume of incoming queries.
- Facilitated AI Assist meetings - Drive efficient use of AI tools to improve our daily operational works. Implementation of skills for the team.
- Conduct cross team and conduct assessments, drive surveys.
- Leveraged AI and integration tools to drive efficiency and reduce time-to-value at Rippling.
Partner Experience Specialist
Accenture
01.2021 - 02.2024
- Managed complex queries within strict SLA timeframes, ensuring partner satisfaction.
- Provided high-touch email and call support for global Meta social media partners
- Developed and implemented quality assurance frameworks to enhance operational efficiency.
- Supported advanced operations training and developed quality assurance frameworks.
- Received the Encore Award for maintaining zero escalations over a 6-month period.
Operations Analyst
AXA Financial Services
01.2019 - 12.2020
- Handled end-to-end query management, ensuring operational accuracy and timely resolutions.
- Supported US clients and insurance companies with insurance policy tax withholdings and IRS compliance guidelines to ensure regulatory adherence.
- Demonstrated meticulous attention to detail in all tasks, enhancing quality and reliability of outputs.
- Demonstrated meticulous attention to detail in all tasks.
Process Associate
Cognizant Technology Solutions
01.2017 - 12.2018
- Ensured accurate tax processing, preventing partner penalties and maintaining strong relationships.
- Managed end-to-end ticketing workflows for US property tax payments, ensuring timely resolution and compliance.
- Received Ace of Rookies for outstanding performance during the first 3 months of Service.
Education
B.Com - Human resource
St Claret Degree College
Bangalore12-2016
SSLC -
Shree Ayappa Education
12-2010
Skills
- Client onboarding
- Talent product expertise
- High-value client escalation
- Product launch expertise
- Client relationship management
- AI integration
- Data analysis
- Performance tracking
- SLA oversight
- Escalation oversight
- Training design
- Documentation development
- Team training
- Documentation development
Languages
English
Hindi
Kannada
Malayalam
Tamil
Custom
- Phone, +91 7204477012
- Email, shreyaskunnathbro@gmail.com
- Location, Bangalore, India
- LI URL: www.linkedin.com/in/shreyaskunnathbro
Timeline
Senior Support Specialist (Acting Team Lead / Onboarding Lead)
Rippling
03.2024 - Current
Partner Experience Specialist
Accenture
01.2021 - 02.2024
Operations Analyst
AXA Financial Services
01.2019 - 12.2020
Process Associate
Cognizant Technology Solutions
01.2017 - 12.2018
B.Com - Human resource
St Claret Degree College
SSLC -
Shree Ayappa Education