SUDHIR RAJ
Subject Matter Expert
Bengaluru
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
6
6
years of professional experience
14
14
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Senior Customer Service Executive
Intouch Cx
Bangalore
2023.11 - 2024.05
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Demonstrated strong organizational and time management skills while managing multiple projects
- Addressed on average 70 inbound customer calls daily
- Directed team of 10 supervisors and managers to enhance across-the-board customer support and better meet company service demands
- Used critical thinking to break down problems, evaluate solutions and make decisions
Subject Matter Expert
Tech Mahindra
Bangalore
3 2021 - 7 2023
- Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
- Mentored junior team members, contributing to their professional growth and development.
- Influenced decision-making processes by presenting data-driven insights into key organizational issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Collaborated with management to identify and prioritize new development concepts.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Business Development Executive
No Broker Technologies
Bangalore
2019.11 - 2020.10
- Established robust sales pipeline by consistently identifying, qualifying, and nurturing leads through various outreach methods
- Negotiated prices, terms of sales and service agreements
- Kept detailed records of daily activities through online customer database
- Contributed to team objectives in fast-paced environment
- Contributed to event marketing, sales and brand promotion
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit
Support Specialist
Shiksha InfoTech Pvt Ltd
Bangalore
2018.08 - 2019.10
- Collaborated with cross-functional teams to develop and implement effective support strategies
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Provided professional services and support in a dynamic work environment
- Proven ability to learn quickly and adapt to new situations
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Demonstrated leadership skills in managing projects from concept to completion
- Self-motivated, with a strong sense of personal responsibility
- Applied effective time management techniques to meet tight deadlines
- Assisted with day-to-day operations, working efficiently and productively with all team members
Education
B.Tech/B.E. - Computer Science
Galgotias University
Greater Noida, U.P 2012.08 - 2016.09
Some College (No Degree) -
A.B.I.Collage
Ghazipur, U.P 2010.07 - 2012.08
Some College (No Degree) -
Saraswati Shishu Mandir
Aurangabad, Bihar 2002.03 - 2010.05
Skills
Incoming Call Management
Critical Thinking
Equipment Inspection
Teamwork and Collaboration
Service Desk Team Management
Firewall Installation
Application installations
Security Protocols
Customer Support
Application support
Additional Information
5 Years 6 Months
Certification
Google IT Support Professional Certificate
Timeline
Senior Customer Service Executive
Intouch Cx
2023.11 - 2024.05
Google IT Support Professional Certificate
2023-09
Business Development Executive
No Broker Technologies
2019.11 - 2020.10
Support Specialist
Shiksha InfoTech Pvt Ltd
2018.08 - 2019.10
B.Tech/B.E. - Computer Science
Galgotias University
2012.08 - 2016.09
Some College (No Degree) -
A.B.I.Collage
2010.07 - 2012.08
Some College (No Degree) -
Saraswati Shishu Mandir
2002.03 - 2010.05
Subject Matter Expert
Tech Mahindra
3 2021 - 7 2023