Thrishal KP
Bengaluru
Summary
Experienced licensing specialist with a strong focus on regulatory compliance. Proven track record in streamlining licensing processes and building client relationships ,excelling in incident resolution and customer engagement. Skilled in CRM systems and account management, communication and committed to enhancing customer satisfaction and business growth.
Overview
10
10
years of professional experience
Work History
Support Specialist
Broadcom
Bengaluru
11.2023 - Current
- Enhanced customer retention by resolving complaints through effective communication and problem-solving.
- Provided assistance with technical inquiries, ensuring delivery of accurate product information.
- Efficiently managed customer accounts and processed service requests.
- Maintained documentation of customer interactions in databases for improved issue tracking.
- Worked with cross-functional teams to refine service delivery processes.
- Reviewed licensing applications for regulatory compliance and adherence to policies.
- Oversaw documentation and data entry for licensing approvals and processes.
- Swiftly investigated discrepancies in applications to address potential issues.
- Organized company events and team-building activities for staff engagement.
- Trained new employees on office procedures and company policies consistently.
- Coordinated incident response efforts across multiple teams and departments.
Technical support specialist
Intrado
Bengaluru
11.2020 - 11.2023
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Communicated with customers to identify issues, walkthrough solutions and initiate corrective actions to restore service and functionality.
- Monitored service orders to completion and closed service tickets.
- Created change orders and managed incident resolutions to streamline support processes and improve response times.
- Reviewed hardware and software configurations, recommending modifications that improved system speed and performance.
- Consulted with clients on installed machine security applications and devices to recommend further safety measures.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Managed Azure Active Directory by assigning licenses to users.
Senior Process Executive
Infosys BPM Ltd
Bengaluru
03.2019 - 10.2020
- Supported banking processes at Capital One UK, enhancing efficiency and ensuring compliance with regulations.
- Gained expertise in banking procedures for payments and account management.
- Performed quality analysis to verify adherence to product standards.
Account Manager
Shiora solutions
Bengaluru
11.2018 - 03.2019
- Presenting business proposals to prospective clients
- Networked with business partners and customers to build relationships and identify opportunities
- Conducting regular business reviews with customer and suppliers
- Attended client meetings to discuss project updates and gather feedback., Researched and analyzed market trends to inform strategic decisions.
- Monitoring the work of account executives
Customer Service Executive
Shree Vybhav Impex
Bengaluru
03.2017 - 11.2018
- Explained product and service details to customers, enhancing their understanding of benefits and advantages.
- Maintained professional telephone etiquette during customer interactions.
- Partnered with IBM and Wipro to deliver effective project solutions.
- Prepared purchase orders and negotiated prices with vendors, coordinating incoming shipments.
Education
B. E - Information Science & Engineering
Sahyadri
Mangalore01-2016
Skills
- Customer service software
- Account management
- Service request handling
- Customer engagement
- CRM systems
- Incident resolution
- Technical support
- Remote support
- User management
- Order processing
- Data analytics
- Oracle HCM
- Email support
- Account administration
- Project coordination
Accomplishments
- Received appreciation for outstanding client engagement with Customers.
- Cleared MTA exam conducted by Microsoft on Networking fundamental.
- First place in volleyball state level intercollegiate tournament held at SIT Tumkur.
- Presented Paper on 'Recognizing images across facial age progression' at the InterNational Level Conference held at Coimbatore in the year 2015.
- Published the above paper in ICECS 2015 IEEE conference.
- Cloud Computing fundamentals course completed.
- CCNA 2020 Networking Protocols Course completed.
- Received Kalpana award for Western dancing
Languages
- English
- Hindi
- Kannada
- Tulu
- Malayalam
Timeline
Support Specialist
Broadcom
11.2023 - Current
Technical support specialist
Intrado
11.2020 - 11.2023
Senior Process Executive
Infosys BPM Ltd
03.2019 - 10.2020
Account Manager
Shiora solutions
11.2018 - 03.2019
Customer Service Executive
Shree Vybhav Impex
03.2017 - 11.2018
B. E - Information Science & Engineering
Sahyadri