Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Soham Mitra

Mumbai

Summary

Dynamic Customer Experience Manager with a proven track record at Zeron, excelling in customer success and feedback analysis. Expert in client onboarding and account management, I drive impactful marketing campaigns and foster strong partnerships. Skilled in cyber risk quantification, I leverage technology to enhance service efficiency and elevate customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

Zeron
Mumbai, Maharashtra
07.2023 - Current
  • Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
  • Collaborated with cross-functional teams to develop marketing campaigns that enhance the customer experience.
  • Conducted regular surveys to assess customers' opinions about their experiences with the company's products or services.
  • Cultivated business partnerships to build lasting relationships with internal and external parties.
  • Identified opportunities for process automation and technology upgrades to improve customer service efficiency.

Co-Founder

Hashtag CommaFullstop
07.2020 - Current
  • Facilitated onboarding process for clients, ensuring smooth account management and high employee satisfaction in a startup environment.
  • Analyzed customer feedback to improve product offerings and services.
  • Established relationships with key customers, vendors, and partners.

L3 Technical Support Engineer

Gaian Consultants
Hyderabad, Telangana
06.2021 - 07.2023
  • Delivered effective support to customers utilizing SnapLogic IPaaS.
    Troubleshoot network, snap, node, and TLS/SSL certificate issues.
    Tested API endpoints for both SOAP and REST protocols.
    Addressed customer queries with tailored solutions related to product functionalities.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Analyzed system logs for potential problems or errors related to system performance or security threats.

Systems Engineer Trainee

Infosys
08.2020 - 06.2021
  • Collaborated with Java Spring Boot and Microsoft Azure Fundamentals.
  • Provided technical support to internal users in resolving system issues.
  • Configured firewalls, routers, switches, and load balancers.

Trainee Web Developer

Capital Numbers
Kolkata Area
01.2019 - 02.2020
  • Completed web development training to enhance technical expertise.
    Executed backend development, WordPress plugin creation, and content migration for live businesses.
    Delivered business solutions to clients across Australia, UK, US, and Canada.
    Contributed to various websites, including rzsmoke.com, greenhealthdocs.com, and eliteprizes.com.
    Developed a popup tool for Kong utilizing WordPress, Ajax, jQuery, and JavaScript.

Education

B.Tech - Computer Science

University of Engineering and Management
Kolkata, India
01.2019

St. Xavier's Institution
Kolkata
01.2015

Skills

  • Customer success
  • Vendor pulse
  • Cyber risk quantification and cyber risk posture management
  • Customer feedback
  • Client onboarding
  • Account management

Certification

  • Snaplogic Architect Training
  • SnapLogic Integrator Training
  • SnapLogic API Management (APIM)

Timeline

Customer Experience Manager

Zeron
07.2023 - Current

L3 Technical Support Engineer

Gaian Consultants
06.2021 - 07.2023

Systems Engineer Trainee

Infosys
08.2020 - 06.2021

Co-Founder

Hashtag CommaFullstop
07.2020 - Current

Trainee Web Developer

Capital Numbers
01.2019 - 02.2020

B.Tech - Computer Science

University of Engineering and Management

St. Xavier's Institution

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Soham Mitra