Amitabh Tripathi

Experience

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  Taj Hotels

  Jun 2016 - Nov 2016

  Industrial Trainee

  This was a Industrial Exposure activity where students of Hospitality have to work with Hotel's to gain and attain knowledge about the Operations of Hotel Industry.

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  Burman Hospitality Private Limited

  Jul 2018 - Nov 2018

  Management Trainee Program

  Got Placed from my College at Burman Hospitality Private Limited as a Management Trainee FY 18'.Burman's in India have taken stake of Taco Bell US- Mexican Restaurant Concept Brought to India.

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  IndiGo (InterGlobe Aviation Ltd)

  Nov 2018 - Aug 2020

  Customer Support & Relations

  At Indigo, my role was more focussed with respect to Airport Operations and Customer Relations. ( 2018 December - 2020 August )- Supported the customers travelling by Indigo Airlines with their queries or escalations.- Maintained a good CSAT Score for myself.- Guided customers with the Survey Process, to get a good NPS Score for the Station.- Adhering to SLA's set with respect to the process and organization.

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  YouTube

  Jul 2020 - Aug 2021

  Youtuber

  Youtube Journey July 2020 - August 2021Youtube Journey started in the start of Covid, where I utilized my resources to start a Youtube Gaming Channel.Subscribers Gained - 500+Channel Type - Gaming Content CreationGames Played - PUB-G , Call of Duty - MW 2 , GTA 4 , MS Flight SimulatorYoutube Content Creation helped me in skilling my Canva Skills, as I use to make Thumbnail and create write-ups for my gaming content.

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  Upkey

  Jul 2021 - Aug 2021

  Virtual Internship
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  LeadSquared

  Sept 2021 - May 2024

  LeadSquared September 2021 - May 2024In my time at LeadSquared, I've individually supported and helped my customers scale in their productivity and business goals.Type of Customer handled at LeadSquared:1 - Ed-Tech 🎓2 - FinTech 💼 3 - Small and Medium Sized Businesses 🤝4 - Healthcare 🏥5 - Enterprise Accounts ( MRR Ranging from INR 30 Lakhs to 60 Lakhs ) 🚀 Total Monthly Recurring Revenue handled per month ( 1 Cr + ) 💵 across my accounts.Deliveries at LeadSquared ( 2023-2024 )1 - Worked on the Roster Management with Leads & Managers for resource allocation on Weekend Shifts and Shift Roster.2 - Driven the Technical Enablement Session Series, where in our department, we had knowledge sharing session , new product demo ,technology overview for the Global App Support Team.3 - Creating/Drafting/Updating of Knowledge Base Articles, FY23-24 - Created 40+ KB Articles for the Global App Support Team.4 - Creating Presentations/Slides of High-MRR Customers for internal usage, where documented Changes/New Implementation / Tickets Created / Customer Insights/ P1 - Sevv1 Priority Issues.5 - Maintained and Scaled Global App Support Team operations by being an Zoho Desk Administrator, where implemented Workflows / Logic / Round-Robin Rules and audited tickets.6 - Collaboration with internal teams on Support Tickets & Developer Tickets.7 - Acted as an L2 Support Engineer, to review and audit the Developer Tickets raised within Support Team, for Approvals / Deflections.8 - Created Training module for New Joiners in the Org. Show less Intern - Global App Support Team ( 2021 September - 2022 June )As an Intern, following are the highlights of my stint at LeadSquared.- Being an intern, mentored another new joiner intern.- Was among the interns who got the Enterprise accounts with high MRR, in their 2nd -3rd month of internship.- Got the "Spotlight Award" for exceptional support and collaboration in the month of December 2021.- Adhered to SLAs and Priority Tickets for my pool of customers.- Participated in the Trainings and Certifications.Tools Discovered:ZohoDesk , Zoom , MS-Teams, Power BI, Postman , AWS, FreshService, JIRA, Notion, Trello & many more. Show less

  • Support Engineer - Global App Support Team

    Jul 2022 - May 2024

  • Intern - Global App Support Team

    Sept 2021 - Jun 2022
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  Freshworks

  May 2024 - now

  Technical Account Manager

  At Freshworks, as a Technical Account Manager- Customer Relationship Management: - Build and maintain strong relationships with key enterprise-level customers. - Serve as the primary point of contact for technical inquiries and support.- Technical Consultation: - Provide expert advice on Google Cloud services, solutions, best practices, and implementation strategies. - Guide customers to meet their business needs effectively.- Account Planning: - Collaborate with sales teams to develop account plans and strategies. - Focus on customer success, growth, and retention.- Technical Support: - Address and resolve customer technical issues promptly. - Ensure effective resolution related to Google Cloud products and services.- Escalation Management: - Act as the escalation point for critical customer issues. - Coordinate with cross-functional teams for prompt resolution.- Cloud Migration and Adoption: - Guide customers through cloud adoption journeys. - Includes migration planning, execution, and post-migration support.- Technical Training and Enablement: - Conduct technical workshops and training sessions. - Enhance customer proficiency in Google Cloud technologies.- Project Management: - Lead and manage technical projects to ensure successful implementation. - Focus on achieving high customer satisfaction.- Product Feedback and Advocacy: - Gather customer insights for advocating product improvements. - Collaborate with Google Cloud teams for enhancements.- Customer Success Advocacy: - Promote customer success stories and use cases. - Showcase the value of Google Cloud solutions across various industries. Show less