Shruthi BN
Customer Account Representative - CSM
Summary
Dedicated customer service professional with over 10 years of experience in a fast-paced, goals oriented global account management environment seeking an opportunity in a challenging and growth focused company. Been part of MNCs focused on Enterprise customers across the globe in delivering excellent 360 degree of all administration and account management tasks. Seeking similar role with great learning opportunities.
Overview
11
11
years of professional experience
Work History
Customer Account Representative II - CSM
Ruckus Wireless Inc. (Part of CommScope)
07.2019 - Current
- Supported global customer base of Ruckus in ordering new subscriptions and renewals, upsells. Handled all admin and account management tasks including but not limited to Subscription Management, Parts ordering/RMAs, Scheduling product installation, Billing questions, online access issues, firmware upgrades etc.
- Engaged Technical team and other internal teams in getting customer queries resolved.
- Maintained high level of clean case management practices to ensure reliable source of truth and for customer satisfaction.
- Contributed multiple new knowledge articles. Helped in reviewing existing articles to remove out dated details and get them updated.
- Proven ability to work independently as well as part of a team with multiple deadlines and targets.
- Additionally was given Team Management responsibilities which included, coaching/mentoring new members, assist in handling complex issues, share knowledge, process /product updates with the team and handling critical customer escalations.
Process Specialist - CSM
Infosys BPM Limited
08.2017 - 06.2019
- Part of the wider Cisco Enterprise Account Management team supporting Webex/Spark global customers.
- Supported customers through all available support channels on product inquiries, complaints, billing questions and payment extension/service request, etc.
- Handled all account management activities including contract/license matters, upselling, driving adoption and assisting new customers by scheduling installations of products and setting up/configuring services online.
- Supported and trained new representatives on processes. Worked closely with cross functional teams in identifying solutions for customer queries.
Senior Analyst
HCL Technologies Limited
10.2014 - 8 2017
- Raising Incidents/Service Requests and troubleshooting issues of varying severity and complexity.
- Handled IT admin tasks including User Management activities, Reports generation etc.
- Assisted/coached Analysts on both Technical matters and processes.
Technical Representative II
Convergys
02.2013 - 10.2014
- Role involved troubleshooting of Microsoft office from 2010 to 2015 (office365) all versions, Outlook, MSN and Windows OS issues. Also handled basic Account Management queries.
- Assisted customers through Emails, calls, Chat, Offline channels.
Education
B.E (ISE) -
Dr. Sri Sri Sri Shiva Kumara MahaSwamy College of Engineering
Nelemangla, KarnatakaXII - undefined
KairaliNekethan PU Composite College
Bangalore, KarnatakaX - undefined
Bharathiyavidhyanikethan English High School
Bangalore, KarnatakaSkills
Account Management
Customer handling skills
Escalation Management
Work well with cross functional teams
Process Improvement
Team Management
Client handling
High standard of case management
Cross Selling/Up-selling
Sales Through Service
KYC
MS Office, CRM tools, Salesforce, Flex Net, Jira to raise bug, AIP Tool
Professional Highlights
- Thrice awarded for Top Metrics in Infosys.
- Multiple customer and Peer appreciations at Ruckus.
- Recognized for my commitment to work by management.
- Beyond regular duties, I have been given additional responsibilities of managing a team and coach new members.
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Kannada
Advanced (C1)
Tamil
Upper intermediate (B2)
Telugu
Upper intermediate (B2)
Additional Information
Address : #224, D/O B N Nagaraj, Balairamaiah
layout, Muthkur, Bengaluru-560048
Interests
Chess, Carom and Shuttle
Music - Blues and Rock
Books - Mostly Fiction
Disclaimer
I, Shruthi, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Signature & location
Bangalore, Karnataka
Timeline
Customer Account Representative II - CSM
Ruckus Wireless Inc. (Part of CommScope)
07.2019 - Current
Process Specialist - CSM
Infosys BPM Limited
08.2017 - 06.2019
Senior Analyst
HCL Technologies Limited
10.2014 - 8 2017
Technical Representative II
Convergys
02.2013 - 10.2014
B.E (ISE) -
Dr. Sri Sri Sri Shiva Kumara MahaSwamy College of Engineering
XII - undefined
KairaliNekethan PU Composite College
X - undefined
Bharathiyavidhyanikethan English High School