Vinay Joshua
Bengaluru
Summary
Forward-thinking project management specialist confident in leading team members, managing schedules and coordinating resources. Keeps projects on-track with decisive supervision and quick problem-solving. Persuasive in communicating and negotiating with internal team members, vendors and other stakeholders.
Overview
7
7
years of professional experience
Work History
Associate Project Manager
Kapture CX
Bengaluru
08.2022 - Current
- Developed and maintained project plans, timelines, and budgets.
- Created and implemented processes to ensure successful completion of projects.
- Created comprehensive reports summarizing project successes, challenges, and recommendations for future improvement initiatives.
- Reviewed deliverables prior to release ensuring they meet quality standards set forth by the organization.
- Provided regular status updates to senior management regarding progress on active projects.
- Resolved conflicts between stakeholders in a timely manner to prevent delays or disruptions in workflow.
- Collaborated with cross-functional teams to develop innovative solutions that met customer needs.
- Participated in testing activities during implementation phases to validate accuracy of system configurations.
- Provided technical support as needed throughout the duration of each project cycle.
- Managed day-to-day operations of projects while ensuring successful completion within established deadlines.
- Assisted in developing training materials for end users on new system implementations.
- Prepared presentations highlighting key findings from project analysis activities.
- Facilitated team meetings to review project goals, objectives, deliverables, and timelines.
Technical Support Executive
Kapture CX
Bengaluru
04.2022 - 07.2022
- Provided technical support to customers via phone and email.
- Monitored customer complaints and escalated unresolved cases to upper management.
- Responded promptly to customer inquiries within established service level agreements.
- Assisted with troubleshooting customer inquiries and resolved product related issues.
- Provided timely follow-up with customers after resolution of their issues.
- Identified trends in customer feedback which were used by the development team to enhance existing products and services or develop new ones.
- Delivered exceptional service by empathizing with customer concerns.
- Adapted communication style to diverse customer base effectively.
- Supported fellow representatives through peer coaching initiatives.
- Actively contributed to the improvement of department processes.
- Navigated multiple software applications while assisting customers.
- Attended regular team meetings to discuss best practices.
- Led on- and off-site customer support teams across multiple time zones.
Customer Support Executive
MOJ & Associates
Bengaluru
05.2021 - 09.2021
- Interacting with clients via chat, email, or phone
- Managed full cycle accounts payable, including receiving, processing and verifying 10-15 invoices in a day
- Created vendor accounts, maintaining and updating them as needed on Tally ERP
- Generated monthly ledger reports for accounting manager to review
- Scanned paper invoices and files to input into system.
Customer Support Executive
Mother India Organics & Naturals Pvt Ltd
Bengaluru
03.2017 - 08.2019
- My main responsibility was to work on Salesforce to track the sales team's daily activities and educate them on software usage
- Was the point of contact for customers via chats, emails, and phone calls to ensure complete customer satisfaction
- Accountable for Salesforce response time, resolution time, customer happiness score, and feedback ratings.
Education
B.Com - Accounting And Finance
Reva University
Bengaluru04-2015
Skills
- Project Scheduling
- Scrum Framework
- Requirements Gathering
- Client Relationships
- Project development
- Technical Planning
- Client Relations
- Risk Management
- Reporting and documentation
- Customer Relationship Management
- Project Management
Accomplishments
- Performer of the Month- KaptureCRM
- Customer's Favourite of the month- KaptureCRM
Personal Information
Title: Product & Technical Support
Languages
English
First Language
Kannada
Upper Intermediate (B2)
B2
Telugu
Upper Intermediate (B2)
B2
Tamil
Intermediate (B1)
B1
Timeline
Associate Project Manager
Kapture CX
08.2022 - Current
Technical Support Executive
Kapture CX
04.2022 - 07.2022
Customer Support Executive
MOJ & Associates
05.2021 - 09.2021
Customer Support Executive
Mother India Organics & Naturals Pvt Ltd
03.2017 - 08.2019
B.Com - Accounting And Finance
Reva University