Bharath Goud Chevula

Experience

• 

  CVR College of Engineering, Hyderabad

  Aug 2018 - Jul 2022

  Class Representative

  Dedicated Class Representative committed to fostering a positive learning environment and advocating for the needs of fellow students. Passionate about facilitating collaboration and ensuring every voice is heard.

• 

  Keka HR

  Jan 2022 - now

  • Level 2 in Customer Support: Providing advanced support, resolving complex issues, and ensuring high customer satisfaction.• Team Leadership: Leading a team of 5+ support specialists, fostering collaboration, and driving performance improvements.• Handling Customer Escalations: Managing escalated issues with urgency and expertise to ensure quick and effective resolution.• Strategic Teamwork: Building and implementing strategies that enhance team efficiency and service quality.• Understanding Customer Requirements: Engaging with customers to thoroughly understand their needs and tailor solutions accordingly.• Support and Training: Offering guidance to team members to improve resolution time and turnaround time (TAT), ensuring consistent high-quality support.• Driving Product Adoption: Creating and distributing detailed articles and conducting training sessions to help clients effectively adopt and utilize our products. Show less • Managed 50+ Customer Accounts as a CSM: Oversaw a diverse portfolio of 50+ clients, ensuring each received personalized attention and support.• Provided Rapid Support: Implemented strategies to offer quicker and more effective support, significantly reducing response times and improving customer satisfaction.• Retention Strategies: Developed and executed retention strategies that successfully reduced customer churn.• Feature Deployments: Collaborated with product teams to deploy new features based on customer requirements, enhancing product usability and value.• Quarterly and Monthly Business Reviews (QBRs & MBRs): Conducted regular QBRs and MBRs to review customer progress, gather feedback, and plan future actions.• Understanding Customer Requirements: Proactively engaged with customers to thoroughly understand their needs and align solutions to meet their goals.• Account Management: Maintained strong relationships with key stakeholders, ensuring consistent communication and support throughout the customer lifecycle. Show less • Customer Onboarding: Guided new clients through the onboarding process, addressing all questions and customizing the experience to fit their specific needs. • Managed 40+ Product Implementations: Led the implementation of products for over 40 clients, ensuring each project was completed on time and met all customer requirements.• End-to-End Product Training: Provided comprehensive training to customers, covering all aspects of the product to ensure effective usage and satisfaction.• Project Management: Coordinated with cross-functional teams to ensure smooth implementation processes, from initial setup to post-launch support.• Client Support: Acted as the primary point of contact for customers during the implementation phase, providing ongoing support and resolving any issues that arose.• Feedback Integration: Collected and analyzed client feedback to continuously improve the implementation process and the product itself.• Documentation: Created detailed implementation guides and training materials to support clients during and after the implementation process. Show less

  • Senior Product Adoption Specialist

    Apr 2024 - now

  • Customer Success Manager

    Jan 2023 - Apr 2024

  • Product Specialist

    Jul 2022 - Jan 2023

  • Product Specialist

    Jan 2022 - Jul 2022