Rupesh Khusal

Experience

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  Beck and Call

  Jul 2005 - Dec 2005

  Sales Representative
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  Accenture in South Africa

  Jan 2007 - May 2010

  Infrastructure Support Analyst | Systems Support Technician

  Core Overview:Provided 1st and on-site IT support to Edcon stores throughout the Western Cape to ensure the provision of prompt and efficient assistance to users within stores and divisions, facilitating uninterrupted daily operations.Vigilantly monitored client's gateways, servers, and networks daily, promptly resolving high-priority concerns to ensure the continuous availability of essential infrastructure services.

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  PwC

  May 2010 - Dec 2010

  Support Specialist

  Core Overview:Offered comprehensive 1st and 2nd line support services to internal staff across multiple work settings, including the Workshop, Floor, and Call Centre Help Desk.

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  Chase Software

  Jan 2011 - now

  Business Development Officer [January 2021 to Date]Chief Support Officer [August 2017 to December 2020] Core Overview:Leads the Support and Account Management department across multiple regions [United Kingdom, Johannesburg, Cape Town, Africa], managing a 20-member with 5 direct reports.Develops and implements strategic departmental strategies to ensure consistent, well-planned, and measured client service throughout the client life cycle, from inception to maintenance and retention.Plays a pivotal role in the Exco team, contributing to business decisions and overseeing business growth strategies, sales leadership, marketing alignment, and client satisfaction standards.Manages a client base of 550, overseeing support and account management strategies to ensure client satisfaction.Reports directly to the CEO, delivering monthly KPI reports, statistics, and weekly time reports. Key Roles & Accountabilities:Monitors client health, opens and resolves tickets, and complies with SLA targets on a weekly and monthly basis.Conducts scheduled client meetings in various regions [Cape Town, Durban, Port Elizabeth, Mossel Bay, Knysna, Johannesburg], maintaining client satisfaction across support services, account management, and product usage.Initiates efforts to attract clients away from competitors and other markets and designs strategic sales and account management methodologies, effectively expanding the client base and boosting product usage.Efficiently plans daily, weekly, and monthly tasks, prioritising manager duties, client projects, and daily responsibilities.Provides strategic communication to resolve client and staff escalations, minimising business risk.Project-manages small-, medium, and large-scale engagements across regions and departments.Manages, logs, updates, maintains, extracts, and analyses tickets and data in Jira.[Kindly be advised, further details available upon request (Comprehensive CV)] Show less Core Overview:Directed a 7-member team, responsible for 2 distinct departments, Software Account Consultants and Remote Technical Consultants.Strived for operational efficiency across both departments to achieve a consistently high level of client satisfaction throughout the Western Cape region, encompassing Durban, Port Elizabeth, Mossel Bay, and Knysna.Directed, managed, and executed all Chase application requirements for approx. 130 clients in the Western Cape region | This encompassed a wide range of responsibilities, including on-site / remote support, training, upgrades, hot-fixes, customisations, entrenchment, consulting, UAT, and comprehensive testing within diverse business models.Key Roles & Accountabilities:Prioritised the well-being of staff and promoted career development by establishing strategic bi-annual and monthly KPIs and identifying areas of improvement. Fostered cross-departmental knowledge sharing, perpetuating ongoing learning and expanding product knowledge.Upskilled department managers, standardising and maximising support service capabilities, maintaining an unwavering focus on elevating client satisfaction.Conducted routine on-site client visits and follow-ups, spanning across multiple regions.Developed and implemented strategic methodologies to optimise team performance.Collaborated with the sales and consulting teams to drive client engagement and provide top-tier support to existing clients, including training and addressing advanced technical queries.Analysed and adapted Chase software to align with the unique business models of clients, fostering industry best practices.Liaised with top-level executives, including Financial Directors, Managing Directors, Directors, and Business Owners, ensuring compliance with stringent SLAs.Expanded the client base and maximised product usage by adeptly supporting different software versions.[Kindly be advised, further details available upon request (Comprehensive CV)] Show less Core Overview:Delivered high-level technical support and training services on the Chase software, overseeing a portfolio of 100 clients in and around the Western Cape.Key Roles & Accountabilities:Delivered both remote and on-site support for the application and its backend components, encompassing Microsoft SQL, iiS, registries, and browsers.Managed installations of Chase on various platforms, including servers, notebooks, desktops, and iOS.Conducted comprehensive server and network audits as prerequisites for new installations and upgrades.Administered the collection of database backups and implemented the latest hotfixes to maintain the robustness of clients’ distinct infrastructure.Coordinated and executed monthly projects, overseeing the upgrade and transition of clients from legacy versions to current releases.Facilitated seamless migrations for local clients transitioning to Chase-hosted services and vice versa.Adhered to meticulous scheduling, prioritising daily, weekly, and monthly tasks to ensure client and managerial expectations were consistently met.Provided clients with extensive training, optimising the use of the Chase product across the various facets of clients’ businesses.Maintained an up-to-date proficiency in backend technologies, encompassing Microsoft SQL, iiS, registries, and browsers, in order to offer effective support and assist team members as needed.Kept abreast of the latest features and versions of the Chase product suite, enhancing overall client support and training capabilities.Attended to client-specific requirements, addressing custom reports, feature additions, data exports, unique Chase usage, demonstrations, and advanced consulting requests.Spearheaded project management across regions and departments to achieve predetermined goals in accordance with SLAs.Maintained a consistently high level of client satisfaction.[Kindly be advised, further details available upon request (Comprehensive CV)] Show less

  • Business Development Officer | Chief Support Officer

    Aug 2017 - now

  • Regional & Office Manager - Western Cape, including other Coastal Areas

    Sept 2012 - Aug 2017

  • Training & Support Consultant - Western Cape

    Jan 2011 - Aug 2012