Rohan Kumar

SENIOR CUSTOMER SUCCESS SUPPORT ASSOCIATE

OPENPRISE TECHNOLOGIES•  May 2022 - Present•  Hyderabad

Lead the team of customer success, support & revenue operations maintaining 95% customer retention rate using clients ERP systems Participated in sprint planning, daily scrum call & followed agile methodologies in order to achieve proposed SDLC goals. Interacted with stakeholders to identify out of box solutions and Fit-Gap analysis. Utilized MS Visio & Draw.io to design, develop AS-IS and TO-BE business workflows. Crafted BRD and FRD to understand client’s use case, collaborating with cross-functional teams to work on requirements & create project plans for new product implementations. Leveraged Power BI to create dynamic visualizations & reports, enabling users to gain actionable insights from automation rate achieved, leading to a 15% increase in efficiency. Executed customer onboarding & platform setup, ensuring successful adoption & seamless navigation, enhancing user experience & client satisfaction. Implemented automated solutions, reducing manual effort by 50% and achieving 15% faster customer delivery & providing upselling opportunities to the sales, marketing teams. Managed testing activities, including test case preparation, root cause analysis, & bug tracking, utilizing Atlassian Jira & SharePoint to ensure software quality. Analyzed and resolved error logs related to internal systems & automations using the Kibana tool, improving system reliability & reducing downtime by 20%. Delivered end-user training to over 30+ clients and provided post-go-live support resulting in a 35% increase in user adoption rates & a 25% reduction in support tickets. Proficient in troubleshooting and providing customer support using ticketing systems such as Zendesk and GitHub

CUSTOMER OPERATIONS ENGINEER- 1

HIGH RADIUS TECHNOLOGIES•  April 2021 - May 2022•  Hyderabad

Contributed end-to-end operations, support, & consulting in Fintech Enterprise SaaS, utilizing cloud-based software to automate the O2C process in Account Receivables. Proactively develop solutions for resolving tickets raised by Clients in Zendesk, Salesforce. Reactive Monitoring to ensure raised tickets doesn’t miss SLA, providing FCR, RCA& maintaining NPS/CSAT score. Worked with various fortune 500 company clients like Unilever, Kelloggs, Dover and more, handling 0% billing Churn. Managed multiple projects simultaneously, ensuring timely delivery and adherence to quality Turnaround Time (TAT) standards. Implemented Adoption improvement plan for Deduction Management System SaaS Product covering 35% of the entire customer. Experience with Product Analysis, User Stories, Gap & SWOT analysis & Adoption Metrics

GIS ANALYST

ECOMETRIX CONSULTANTS PRIVATE LIMITED•  January 2021 - March 2021•  Bhubaneswar

Proficient in generating shapefiles to integrate with external datasets, effectively layering information over topographical maps for comprehensive analysis.

TRAINEE – APPLICATION DEVELOPMENT

APPMAN TECHNOLOGIES•  June 2020 - December 2020•  Bhubaneswar

Engaged in a project for a direct client located in Germany involving a food delivery application using front-end & backend technologies such as Flutter & Dart, Hasura, Graphiql, and Rest APIs.