Gourav Kumar Email & Phone Number

New York, Ny, Us

New York, Ny, Us

• Managing 2 of the largest BFSI Client and a BPO Client accounts.• Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.• Developed and executed solutions to customer needs and drivers through hands-on engagement.• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.• Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.• Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.• Conducted presentations to large groups at trade shows, reseller events and onsite product trainings.• Engaged in tool and process improvements to streamline customer success activities and services.• Identified potential sales and cross-selling opportunities in course of delivery of support services.• Built and maintained internal knowledge bases for support products to expand available feedback and performance data.• Defined and documented technical support best practices for RPA, AI technologies.• Conducted in-depth product and issue resolution research to address customer concerns.

New York, Ny, Us

• Handled clients across US,EMEA,APAC regions with comprehensive experience in consulting ,implementation, presales, SLA and escalation management.• Devised and published metrics to measure the organization's success in delivering world-class customer service.• Developed highly empathetic client relationships exceeding service standard goals.• Assumed ownership over team productivity and managed workflow to exceed quality service goals.• Conducting performance reviews to help achieve support KPI's.• Training and up-skilling the team on technology\product updates and maintaining the knowledge base globally.• Handled 2500+ cases, with 379+ customer appreciation. Driving the team to maintain a CSAT score of 95%, FR of 99%.• On-boarded 14 new products in a span of 6 months, ensure a smooth transition of knowledge transfer from Product to Support Team.• Planning and Hiring across Geo's to meet the dynamics of company growth.

Charlotte, North Carolina, Us

Implementation , and integration of process control related application.Expertise in product knowledge, technical knowledge, and industry and process knowledge in relevant product areas.Review product performance against client requirements so as to provide optimal product.Develop product reference document and product courseware for customersPerform product demonstrations for both prospective clients and existing clients as needed.Work with Client Managers and Project Managers to understand and analyze the client requirements, and help them resolve issue in context with the already existing product.

Charlotte, North Carolina, Us

Application Engineer- providing L3 and L4 support for the Honeywell application Control Performance Monitor.

Mumbai, Maharastra, In

1) Review and Implement Modifications of DCS and PLC logics as per processrequirements.2) Identify, propose and implement solution to chronic problems of the plant.3) Installation, calibration of field instruments and regular preventive maintenance.4) Preparation of loop drawing, interconnection, logic, cable schedule drawings.

Bachelor'S Degree, Electronics And Instrumentation

12Th, Science