Ramesh Rv Email & Phone Number

Chennai, Tn, In

Chennai, Tamil Nadu, India

𝗣𝗿𝗼𝗷𝗲𝗰𝘁: Freshdesk Co-Pilot (Gen AI Features)𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: Developed and optimized a suite of AI-powered features to enhance agent productivity and customer experience.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Worked on key features: Writing Assistant, Summary & Article Generator, Sentiment Analysis, Live Translation, and Reply Suggester.• Designed a scalable architecture by optimizing system load, transferring requests to an egress layer, and keeping the application layer… Show more 𝗣𝗿𝗼𝗷𝗲𝗰𝘁: Freshdesk Co-Pilot (Gen AI Features)𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: Developed and optimized a suite of AI-powered features to enhance agent productivity and customer experience.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Worked on key features: Writing Assistant, Summary & Article Generator, Sentiment Analysis, Live Translation, and Reply Suggester.• Designed a scalable architecture by optimizing system load, transferring requests to an egress layer, and keeping the application layer lightweight.• Contributed to generating $2 million in ARR for Freshdesk through these Gen AI features.𝗣𝗿𝗼𝗷𝗲𝗰𝘁: Ticket Filter Auto-Refresh & Multi-Select Fields & Advanced CSAT𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: Enhanced ticket management capabilities and customer satisfaction tools within Freshdesk.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Designed and implemented the Ticket Filter Auto-Refresh feature to handle ~120 million events daily, using a scalable architecture with Kafka processing and socket-based payload delivery.• Developed the Multi-Select Fields feature, introducing a new custom field type with full supporting functionalities.• Integrated Freshsurvey with Freshdesk, enabling customizable CSAT surveys to improve customer experience feedback.𝗣𝗿𝗼𝗷𝗲𝗰𝘁: Unified Exports (Freshdesk)𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: Delivered an efficient, customizable export solution to streamline data exports and reduce system load, highly appreciated by customers.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Developed a unified export feature allowing admins and agents to customize exports, real-time tracking according to specific needs.• Achieved a fivefold increase in export speed and eliminated single points of failure, enhancing consistency and performance.• Reduced monthly export traffic from ~46K to ~7K, significantly saving on resources and operational costs, while minimizing unnecessary export requests. Show less

Chennai Area, India

𝗣𝗿𝗼𝗷𝗲𝗰𝘁: Ticket Fields (Core Backbone of Freshdesk)𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: Enhanced customization and data management capabilities within Freshdesk by expanding custom field options and implementing archival functionality.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Increased the number of supported custom fields, enabling more extensive ticket customization for users.• Developed the Archive Ticket Fields feature, allowing customers to archive specific fields and hide associated data… Show more 𝗣𝗿𝗼𝗷𝗲𝗰𝘁: Ticket Fields (Core Backbone of Freshdesk)𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: Enhanced customization and data management capabilities within Freshdesk by expanding custom field options and implementing archival functionality.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Increased the number of supported custom fields, enabling more extensive ticket customization for users.• Developed the Archive Ticket Fields feature, allowing customers to archive specific fields and hide associated data from agents.• Enabled admin control over archival and unarchival processes, enhancing data management flexibility for administrators.𝗣𝗿𝗼𝗷𝗲𝗰𝘁: Omnichannel Routing & Agent Statuses𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: Streamlined ticket assignment by automating ticket distribution based on agent availability and skill set, ensuring efficient handling of customer inquiries.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Worked on the Automatic Ticket Assignment feature to allocate tickets to available agents, enhancing response times.• Built Custom Agent Statuses to manage and determine agent availability dynamically.• Enhanced Load-Based Round Robin (LBRR) functionality for balanced ticket distribution based on agent workload.• Improved Skill-Based Round Robin (SBRR) to assign tickets based on agent expertise, aligning customer needs with agent skills.𝗣𝗿𝗼𝗷𝗲𝗰𝘁: Omnichannel Groups, Agents & Roles𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: Integrated Freshdesk, Freshchat, and Freshcaller into a seamless bundle, with Freshdesk as the anchor product, delivering a unified customer experience.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Unified admin functionalities to streamline workflows across products.• Standardized agent management across the integrated products.• Consolidated group management to simplify organizational structure and collaboration.• Implemented RBAC (Role-Based Access Control) management to ensure consistent and secure access control. Show less

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu