Arun Rajagopalan Email & Phone Number

India

Austin, Texas, Us

Seattle, Wa, Us

- Liaise between Insourcing Team and cross functional support team to develop enhancements for enterprise level global solution for immigration cases for Americas, APAC & EMEA.- Collaborate with Insourcing Team as a subject matter expert on changes to existing processes/workflows to meet future business needs.- Translate complex terms, features, and design architecture into understandable concepts for non technical audiences- Ensure compliance with established internal control procedures by examining records, reports and documentation - Identify key important fields and setup reports to guide organization decision making and improve in-house insourcing performance.

- Provided expertise to law firms to help improve their business performance in terms of operations, profitability, management, structure, and strategy.- Reviewed current case management setup to understand how law firms function and where a firm can improve and analyzed statistics, audit usage, and create reports.- Executed strategies and operational management issues and formulated plans to implement recommendations through case management setup and training workshop.

San Francisco, California, Us

- Responsible for defining the strategy and execution of scaling support operations to provide a seamless post-sales onboarding experience and exceptional customer service. - Spearheading the implementation of processes for transitioning from current-state to future-state locally and globally, both in-house and outsourced, and drive cross-functional initiatives that help scale and improve support operations.- Leading training support to new team members and continually analyzing and trends to drive changes, improve operational processes, and effectively increase efficiency and cost reduction.- Effectively collaborating to maintain cross-functional relationships with internal and external stakeholders, ensuring performance management, business requirements, overall service delivery while holding support teams accountable for overall performance execution.- Executing day-to-day account and customer interactions across different support channels and customer tiers and ensuring stakeholders’ management in go to Market, Client Services, and Product teams.

Bee Cave, Texas, Us

- Successfully built and maintained 100+ existing Enterprise and Mid-Market account robust and long-lasting customer relationships totaling $5 million in ARR.- Effectively reduced churn by engaging with accounts through every stage of their lifecycle (training/implementation, quarterly review, professional service, and setup Quarterly Business Review Process for Customer Success Group.- Diligently drove growth by identifying usage trends towards customer's desired outcome, generated demand for additional products and services, and grew revenue base and feature awareness and adoption by upselling, cross-selling, and customer marketing webinars.

Calgary, Alberta, Ca

- Spearheaded Revenue generations by managing customer life-cycle, ongoing support around customer service levels, customer contract renewals.- Built relationships with assigned customers, help them with issues and continually delight them with a positive, customer-centric attitude resulting in increased customer footprints and reducing churn.- Successfully generated a business pipeline by 3x and managed and retained revenue for a territory’s install base of account.

Bee Cave, Texas, Us

- Skilfully identified and assessed future and current training needs for clients and support staff and drew team and individualized training and development plan ensuring customer satisfaction, account renewal, and account growth.- Deployed, monitored, and evaluated a wide variety of training methods and efficiently measured and guided team performance in pursuit of those goals.- Rapidly responded to resolve critical customer situations decisively while redirecting resources as needed, maintaining high departmental morale, and retain team members.

Bee Cave, Texas, Us

- Spearheaded Key client Management by ensuring implementation of INSZoom’s case management solutions, managing data migration projects, and overseeing testing during the migration at different stages.- Drove the execution of product lifecycle processes for end-user application programs and delivered training sessions to enable product implementation and accelerate the adoption of INSZoom products.- Tested and validated new applications and product upgrades as part of the preparation process and drafted product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI.

Kuwait, Kw

- Developed course outlines and an appropriate training curriculum to ensure course content meets objectives.- Successfully conducting a training needs assessment in line with the company’s strategic objectives and reviewed the curriculum and recommended enhancements such as Performance Appraisal, Deltek (ERP Training), and Soft Skills Training.- Evaluated induction/training plan and took the necessary action by amendment and revision to adapt to the changes that occur in the work environment.

- Mapped out training plans and schedules, designing and developing training programs (outsourced or in-house) for corporate, HR training.- Imparted appropriate training methods per case (virtual, simulated, mentoring, on the job training, professional development classes).- Developed and shared best practices with team members to continually improve the quality, effectiveness, and efficiency of processes and marketed available training opportunities to employees, and providing necessary information.

Bachelor Of Business Administration (B.B.A.), Business Administration, Management And Operations

Higher Secondary, High School/Secondary Diplomas And Certificates

Secondary