Sourabh Chikkerur

• Primary contact for clients, managing support via email, chat, and Zoom.
• Resolved complex technical issues affecting client workflows by working closely with engineering.
• Troubleshot and coordinated resolutions related to API and SFTP integrations.
• Assisted with onboarding and implementation of third-party products (Flex benefits, 401k, Workers’ Comp).
• Tracked key performance metrics: CSAT, SLA, and Quality for continuous process improvement.

• Co-founded a travel-based startup focusing on offbeat vacation planning.
  • Led customer service operations, itinerary planning, and client communication strategy.
  • Built scalable customer support processes and contributed to initial business development efforts.

• Managed inbound/outbound communications, providing product insights and support to drive new sales initiatives.

• Supported North American employees via inbound calls, addressing payroll, attendance, and leave-related inquiries to ensure satisfaction.

• Managed customer escalations across Twitter, Facebook, LinkedIn.
  • Handled CEO-level and Walmart escalations, driving timely resolutions and maintaining brand reputation.
  • Specialized in issues related to refunds, returns, and replacements with a customer-first approach.

• Promoted GPS tracking and fuel monitoring solutions for the transport industry, aiding clients in improving fleet management and performance.
• Maintained post-sale client relationships and conducted product demonstrations.
  • Identified product gaps and shared enhancements with engineering teams.