Requests
3
3
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Automation Anywhere Software Pvt. Ltd.Proposal Writer- Deal Desk
Dec. 2016 - Oct. 2024Vadodara Area, IndiaDescriptions: Led end-to-end RFP/RFI/RFQ responses, aligning proposals with client needs, deadlines, and compliance standards. Collaborated cross-functionally with Sales, Marketing, HR, IT, and Product teams to gather inputs, develop persuasive content, and manage approvals. Maintained SharePoint-based proposal repository, updated content databases, and ensured accuracy, consistency, and strategic positioning throughout the proposal lifecycle. Achievements: • Directed the full proposal lifecycle, ensuring alignment with client specifications, compliance mandates, and internal quality standards. • Analyzed RFPs and RFIs to extract key technical and commercial requirements, shaping tailored responses that improved win rates. • Maintained a centralized repository of boilerplates, templates, and case studies to accelerate proposal turnaround time. • Collaborated with sales, product, and technical teams to co-create compelling narratives that articulated solution benefits and differentiators. • Drafted executive summaries and structured documents that showcased Automation Anywhere's unique value propositions in a competitive market. Skills: Proposal Writing, RFP/RFI Management, Updating Repository, Cross-Functional Collaboration, SharePoint, Compliance, Competitive Analysis, Document Management
Automation Anywhere Software Pvt. Ltd.Sr. Customer Success Specialist
Mar. 2013 - Dec. 2016Vadodara Area, IndiaDescriptions: Led post-sales customer engagement efforts, driving satisfaction, product adoption, and long-term retention for a diverse global client base. Delivered tailored solutions, resolved escalations, and supported business outcomes through strategic collaboration. Achievements: • Cultivated strong client relationships, acting as the single point of contact to enhance loyalty and lifetime value. • Interpreted customer data and product usage trends to offer actionable insights to internal teams and improve user experience. • Facilitated onboarding, adoption, and renewal processes across the customer lifecycle, ensuring consistent value realization. • Partnered cross-functionally with product, marketing, and sales teams to resolve issues and align solutions with client goals. • Managed escalations effectively, establishing resolution protocols that protected customer satisfaction and minimized churn Skills: Customer Relationship Management, Customer Retention, Client Onboarding, Escalation Management, Product Usage Analysis, Customer Engagement, Cross-Functional Collaboration, Issue Resolution, Customer Advocacy, Lifecycle Management, Reporting, Communication
Mphasis an HP CompanyAsst. Unit Manager- Talent & Training
Jul. 2010 - Feb. 2013Mumbai & BangaloreDescriptions: Led end-to-end process training for new hires and existing employees, designing and delivering customized training programs and materials to improve performance and operational efficiency. Achievements: • Developed and rolled out structured training modules aligned with client-specific operational goals and compliance standards. • Delivered engaging onboarding and upskilling sessions using blended learning methods to ensure high retention and readiness. • Created custom training materials, including manuals and digital content, to meet diverse learning needs and enhance accessibility. • Evaluated training effectiveness through assessments and feedback loops, continuously refining programs based on results. • Collaborated with operations leaders to address performance issues through targeted learning interventions. Skills: Training Design, Process Training, Content Development, Employee Coaching, Performance Evaluation, Certification Management, Cross-Functional Collaboration, SLA Management, Survey Analysis, Classroom Training
Mphasis an HP CompanyService Desk Analyst (US Client- B2B)
Nov. 2007 - Jun. 2010Mumbai, Maharashtra, IndiaDescriptions: Provided expert remote technical support to US B2B clients, resolving hardware/software issues across devices. Managed service desk tickets efficiently within SLA, collaborated with IT teams for complex problem-solving, and administered user accounts with strict security compliance. Maintained detailed documentation to support knowledge sharing and operational continuity. Achievements: • Resolved hardware, software, and connectivity issues across laptops, desktops, printers, and mobile devices within SLA targets. • Managed high-volume service desk tickets, maintaining accuracy in documentation and prompt resolution to enhance client satisfaction. • Collaborated with cross-functional IT teams to address complex incidents and reduce downtime across client environments. • Handled user account creation, permission changes, and compliance-driven access controls in alignment with IT security policies. • Maintained a structured knowledge base by documenting troubleshooting steps and solutions for recurring technical problems. Skills: Technical support, incident management, hardware/software troubleshooting, ticketing system, user account administration, cross-functional collaboration, customer service, knowledge management, SLA compliance, security protocols.
Convergys India Services Pvt. Ltd.Technical Support Officer
Nov. 2006 - Nov. 2007Mumbai Area, IndiaDescriptions: Delivered remote and phone-based technical support using automated call distribution software. Diagnosed and resolved software issues, processed inquiries, escalated priority cases per client protocols, and maintained accurate records. Ensured customer retention through effective problem-solving and follow-ups, while staying updated on system changes. Achievements: • Delivered frontline technical support via phone, email, and chat, resolving product and service-related issues. • Performed remote troubleshooting to diagnose and fix hardware/software concerns, reducing client downtime. • Documented customer interactions and solutions accurately in the ticketing system for audit and knowledge sharing. • Escalated complex technical problems to higher-tier teams while ensuring prompt and effective resolution. Skills: Technical troubleshooting, Customer service, Compliance adherence, Issue escalation, Documentation, Remote support
Sutherland Global ServicesTechnical Support Representative
May. 2006 - Nov. 2006Mumbai Area, IndiaDelivered remote and phone-based technical support using automated call distribution software. Diagnosed and resolved software issues, processed inquiries, escalated priority cases per client protocols, and maintained accurate records. Ensured customer retention through effective problem-solving and follow-ups, while staying updated on system changes. Achievements: • Maintained high accuracy in call documentation and transaction processing. • Successfully escalated and resolved priority issues according to client specifications. • Demonstrated excellent customer retention through proactive follow-ups and solution offering. Skills: Technical support, customer service, issue diagnosis, remote troubleshooting, escalation management, call documentation, client communication, problem resolution, customer retention, software issue analysis.
Intch is a Professional Networking App for the Future of WorkSee more people like GAURAV on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1791323 people
16
Emcee / Presenter
15
Consumer Insights and Business consultant
16
Project manager
230178 people
16
Director
61
Senior Project Coordinator @ Odysseus Solutions
17
Senior Customer Success Account Manager @ Amazon