RISHIKESAN S G
Coventry | United Kingdom,United Kingdom
Summary
Detail-oriented professional with 7 years of experience in IT industry with top skills in customer relations, problem-solving and record keeping. Talented in addressing different service and product problems with thorough and positive style. Ready to help with focus on finding creative solutions to conflicts and complaints. Skilled at understanding customer and employee requests and meeting needs. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and technical improvements. Experience in working on Healthcare, Banking and Multi-Family Clients .
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Product Support Specialist
LABCORP DRUG DEVELOPMENT
Bangalore , India
11.2021 - 01.2023
- Provide technical assistance and support to both internal and external customers/clients for incoming queries and issues.
- Working on CRM tools like ServiceNow, JIRA, and Salesforce to support marketing, sales, and customer service functions and processes for your business.
- Working as the First point of contact for queries to the internal department and working on Request, Issue & License Management, and Following up with customers to ensure issue has been resolved
- Create issue resolution entries for submission to the known issue knowledge base
- Based on the quality data achieved creating detailed product and operation improvement reports
- Manage multiple concurrent tasks and workstream
- Manage weekly and monthly Incident and Problem review meetings and provide data metrics to leadership
- Resolving and coordinating access requests, incidents, and enhancement requests of clients using Shared Mail Box.
- Working on tools like MySQL, and dbForge to lookup data and pull reports
SENIOR QUALITY ASSURANCE ANALYST
BINARY FOUNTAIN SOLUTIONS PVT. LTD
Trivandrum , India
07.2021 - 11.2021
- Handling product-related queries
- Helping resources with their doubts about cases/ Product Features
- Handling queries from the dev/Harvester team and QA team over various production issues reported
- Verifying the new functionalities and checking over the production release
- Maintaining the Product and Tool improvement tracker
- Spoke on product-related asks and queries from US Team and Internal Team
- Preparation of Training schedule for newbies and Training program for the Team
- Handling high-value issues reported/ Escalated by the customers
- Providing updates to the Tier 1 team regarding the new implementations from the development team
- Set up and monitor dashboards for clients by analyzing the business requirements
- Identifying product improvement scope for clients and communicating it to the Product Management and Sales team
CUSTOMER SUPPORT ANALYST
Binary Fountain Solutions Pvt. Ltd
Trivandrum,India
01.2016 - 07.2021
- Managing client onboarding processes and ensuring their expectations and goals were fully met.
- Working on CRM system to support and track the customer's requests, issues, and enhancement.
- Managed a portfolio of accounts, aided in ensuring customer success from client goal setting and guidance on best practices to perform quarterly business reviews.
- Collaborate with the Sales, Account Managers, Engineering, Product Management, Testing, and Finance teams and analyze the requirements and translate them into detailed development specifications.
- Set up and monitor dashboards for clients by analyzing the business requirements.
- Gathering data from databases for analysis and preparing reports for product performance analysis using Excel and MySQL.
- Achieved high customer retention with concerted engagement.
- Designing Surveys and Campaigns for clients and creating client-beneficial reports based on analysis of the data obtained.
- Excellent command of language both written and verbal.
- Strong professional attitude to all aspects of work, both dealing with customers and colleagues.
- Experience in using clients' Social Media platforms for responding to reviews.
- Providing updates to the Tier 1 team regarding the new implementations from the development team.Handling Salesforce, Rally, and JIRA support tickets from clients and the sales team reporting technical issues.
Education
B.E (Equivalent to Level 6 ) - Electronics & Communication Engineering
Anna University
India 05.2010 - 06.2014
A-Levels - Maths with Computer Science
S R K B V M H Sec School
INDIA 04.2009 - 03.2010
Skills
- Customer Success
- CRM
- SaaS
- Customer Relations
- ITIL Frame Work
- Time Management
- Project Management
- Market and competitive analysis
- JIRA, Salesforce & ServiceNow
- Relationship development
- Process improvement
- Excellent communication
DIGITAL SKILLS
- Microsoft Excel
- Microsoft Word
- MS Office
Certification
- Certified and completed ITIL V4 foundation course from Simplilearn.
- An IT professional who has earned the Red Hat Certified System Administrator (RHCSA) with ID180-021-396.
- Completed Diploma in Desktop Applications (D.D.T.P) from CSC Computer Education during the period of April-June2010 Cricket
Timeline
Product Support Specialist
LABCORP DRUG DEVELOPMENT
11.2021 - 01.2023
SENIOR QUALITY ASSURANCE ANALYST
BINARY FOUNTAIN SOLUTIONS PVT. LTD
07.2021 - 11.2021
CUSTOMER SUPPORT ANALYST
Binary Fountain Solutions Pvt. Ltd
01.2016 - 07.2021
B.E (Equivalent to Level 6 ) - Electronics & Communication Engineering
Anna University
05.2010 - 06.2014
A-Levels - Maths with Computer Science
S R K B V M H Sec School
04.2009 - 03.2010
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