Renu Kothari Agarwal Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

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Bengaluru Area, India

1. Lead daily operations of a popular game on social media - FarmVille. 2. Managed a support team of 15 people remotely, (support team was an outsourced international BPO partner - Telus, Metro Manila)3. Handled important escalations and prioritized bug resolution. 4. Consistently delivered on SLAs like customer satisfaction scores, NPS and resolution times. 5. Worked with product teams to reduce incoming tickets by suggesting product automations/tweaks. 6. Responsible for handling the knowledge base and updating and training the team on new updates and features. 7. Giving weekly feedbacks to agents and monitoring the quality of their interactions (chats & emails) with the customers. 8. 24x7 point of contact for important escalations and monitoring critical user sentiment across the global player(user) base

Bangaon Area, India

1.Early member of the start-up team, responsible for setting up & scaling of CS function for Practo's B2B SaaS business - Practo Ray 2.Responsible for hiring, onboarding and training of new members of the team3.Designed and executed escalation matrix for various processes 4.Helped in conceptualizing concepts like CSAT and Service Level Agreements (SLA) 5.Created & led important campaigns like - ‘Customer day’ and 'A Day with CST’ to foster customer first culture across Company6.Helped in the creation of internal tools to help run the CS function more effectively 7.Designed R&R program for the CS function with an objective to motivate the team and foster positive competition

Built reports, forms and interfaces in SAP R/3-ABAP (advanced business application programing) by programing business logic for SAP Flight Model.Learned the concepts of object oriented programing and relational database management systems (Oracle 9i) that formed the basis for understanding SAP's technical module ABAP.Developed an understanding of System Development Life Cycles and Agile Development Methodologies.

Masters, Msit Ebusiness Technology, Cgpa: 3.5/4

Activities and Societies: Teach for India Ambassador to Carnegie Mellon University. Member of Women@SCS, School of Computer Science..

B-Tech, Mechanical Engineering, Cgpa 7.6/10

Activities and Societies: 1.Represented NITK Badminton team in Inter state competitions 2.Organised many college cultural events at NITK.