Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
RUPESH GOKUL SUTAR

RUPESH GOKUL SUTAR

Mumbai

Summary

As a Customer Support Representative with a strong background in application and product support, I've mastered tools like Zendesk, Mix Panel and Retool to troubleshoot and resolve complex issues efficiently. At MileIQ, I consistently achieved top customer satisfaction scores by leveraging my problem-solving skills. My biggest achievement was reducing ticket resolution time by 30%, enhancing customer experience. Passionate and proactive, I'm eager to bring my expertise to a dynamic team and drive exceptional support outcomes.

Driven customer support with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Overview

7
7
years of professional experience
1
1
Certificate

Work History

Product Customer Support

MileIQ
10.2022 - 07.2024
  • At MileIQ, I served as Customer Support Representative, where I was responsible for addressing and resolving wide array of customer issues.
  • My role involved using ticketing tools such as Zendesk to provide timely and effective support.
  • Performed troubleshooting and tested customer issues via chat, email, and remote assistance software.
  • Determined job urgency and priorities to satisfy customer requirements, Troubleshot and resolved customer complaints and issues.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Troubleshooting customer issues with help of CRM tools like Zendesk, Retool, Mix panel, SendGrid, Braze, Stripe.
  • Participated in team meetings to discuss new ideas or strategies for resolving customer queries quickly.
  • Monitored incoming emails and responded within 24 hours and maintaining Average handle time, First response time, Working on Positive and Negative feedback.
  • Testing Product versions and providing results so final version can be released
  • Collaborated with technical and engineering team to discuss recurring customer issues and develop long-term solutions
  • Experience in handling users from regions such as United States, Canada, and United Kingdom
  • Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals, Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Project Safety In Charge and Project Coordinator

CRRC Zhuzhou Locomotive
08.2019 - 09.2022
  • Implemented comprehensive safety protocols, resulting in 25% reduction in on-site accidents over 12-month period
  • Achieved this through rigorous training and regular safety audits to ensure compliance with OSHA standards
  • Project coordination, providing project review to higher management
  • Coordinating with client safety management & project review
  • Working with systems like OHE, signalling, rolling stock, rolling stock testing & maintenance to make sure work is done under safe procedures & as per client contract and protocols
  • Coordinating and updating with senior staff about safety management at workplace, implementing new ideas for minimizing risk and hazard related to work.

Project Safety Engineer

Forbes Marshal Pvt Ltd
01.2018 - 01.2019
  • Developed and implemented safety protocols, reducing workplace incidents over six months with risk assessment software and hazard analysis methodologies
  • Giving proper safety instruction, information and trainings to project employees
  • First-aid training, Firefighting training, Emergency situation training, Training for Personal Protective Equipment, Maintaining safe system of work at workplace
  • Safety inspection for minimizing risk and hazards related to work/task
  • Implementing and generating new ideas related to workplace task
  • Monitoring workplace making Jsa, Jha, risk assessment, lifting plan, method statement etc
  • Conducting Daily Tool Box Talk (TBT), hazard analysis and Risk assessment (HIRA).

Education

Advance Diploma in Industrial Safety - Safety

Polytechnic Bandra
Mumbai
01.2017

Bachelor of Science -

University of Mumbai
Mumbai
01.2016

Skills

  • Customer Relationship Management: Proven ability to build and maintain customer relationships, ensuring satisfaction and loyalty
  • Multitasking & Efficiency: Strong multitasking skills, efficiently handling multiple customer interactions and follow-ups simultaneously
  • Empathetic Problem Solving: Skilled at listening, analyzing, and resolving customer issues to enhance customer experience
  • Attention to Detail: Detail-oriented, ensuring accuracy in customer interactions and issue documentation
  • Calm Under Pressure: Maintains composure during stressful customer interactions
  • Proactive Improvement: Identifies and addresses customer pain points, driving continuous improvement
  • Knowledge Base Utilization: Adept at using and contributing to knowledge bases for customer assistance and education
  • Cross-Functional Collaboration: Works effectively with support teams to ensure timely resolutions and customer satisfaction
  • Organizational Skills: Strong organizational skills, optimizing support traffic management through effective labeling and categorization of customer queries
  • Analytical Mindset: Tracks support metrics and prepares reports for quality assessment and improvement
  • Team Player: Consistently prioritizes team goals and contributes to a positive team dynamic
  • Positive Attitude: Maintains a positive, polite, and confident disposition, ensuring friendly and professional interactions
  • Quick Thinking: Provides rapid solutions and effective support to diverse customer needs
  • Adaptability: Thrives in evolving environments, embracing changes in processes and products
  • Continuous Learning: Passionate about expanding knowledge and skills
  • Proficiency with Tools: Experienced in Zendesk, Mix Panel, Retool, Jira, SendGrid, Braze, and Stripe
  • Application Support: Experience in customer-facing application support within a SaaS environment
  • Level 1 Technical Support: Expertise in functional and product troubleshooting for complex software applications
  • SLA Management: Skilled in managing service level agreements (SLAs) and ensuring timely resolution of client cases
  • CRM Proficiency: Extensive experience with Salesforce CRM for case management and issue resolution

Certification

  • Zendesk Support for Agents, http://verify.skilljar.com/c/omivf84dz3vj
  • Technical Support Fundamentals Google, Coursera Google https://www.coursera.org/account/accomplishments/records/7M6ZNAWMHERF
  • Microsoft Dynamics 365 (CRM, NAV, AX) Intro Training, Udemy
  • EF SET English Certificate 59/100 (B2 Upper Intermediate), https://cert.efset.org/rC7SYa

Timeline

Product Customer Support

MileIQ
10.2022 - 07.2024

Project Safety In Charge and Project Coordinator

CRRC Zhuzhou Locomotive
08.2019 - 09.2022

Project Safety Engineer

Forbes Marshal Pvt Ltd
01.2018 - 01.2019

Advance Diploma in Industrial Safety - Safety

Polytechnic Bandra

Bachelor of Science -

University of Mumbai

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