Kunal Rajwani

A highly motivated and adaptable professional with a strong commitment to delivering measurable results and contributing to organizational growth. Known for combining energy, resilience, and a structured approach to problem-solving, I bring strong organizational, multitasking, and analytical capabilities along with a keen aptitude for technology. I aim to leverage my skills to drive efficiency, support strategic goals, and create value in a dynamic work environment.

I strive to consistently elevate performance standards and contribute with excellence and integrity.

Sales professional representative and Customer support executive at Telstra, Tech Mahindra (2025-03 – Present)

• Engaged with customers to understand their communication requirements, business challenges, and digital needs, enabling the recommendation of tailored telecom, broadband, mobile, and digital service solutions aligned with customer expectations and company objectives.
• Managed the complete end-to-end sales lifecycle, including customer prospecting, lead qualification, product demonstration, consultative discussions, objection handling, negotiation, documentation, and successful closure of sales while ensuring a seamless customer experience.
• Built and maintained long-term customer relationships by delivering professional service, proactive follow-ups, and post-sales assistance, contributing significantly to customer satisfaction, trust, retention, and brand loyalty.
• Consistently achieved and exceeded monthly sales and performance targets through strategic consultative selling techniques, effective communication skills, persuasive product positioning, and customer-centric engagement approaches.
• Simplified and explained complex telecommunications products, plans, technical features, pricing structures, and digital solutions in a clear and understandable manner, enabling customers, B2B, B2C to make informed purchasing decisions with confidence.
• Handled customer concerns, service-related queries, and objections efficiently by identifying root causes, providing practical solutions, and coordinating with relevant departments to ensure timely issue resolution and a positive customer experience.
• Maintained accurate and up-to-date customer information, sales records, transaction details, and performance reports in CRM systems to support operational efficiency, reporting accuracy, and effective customer relationship management.
• Collaborated closely with technical support teams, operations staff, and management to resolve escalated customer issues, streamline communication processes, and improve overall service delivery standards.
• Conducted regular follow-ups with existing and potential customers to identify upselling and cross-selling opportunities for additional telecom and digital products, contributing to revenue growth and customer account expansion.
• Demonstrated strong interpersonal, negotiation, and problem-solving abilities while working in a fast-paced, target-driven environment requiring adaptability, resilience, and a high level of professionalism.
• Provided valuable feedback and market insights regarding customer preferences, competitor offerings, and recurring service issues to support process improvement initiatives, enhance customer engagement strategies, and optimize sales performance.
• Ensured compliance with company policies, sales guidelines, customer privacy standards, and ethical business practices while maintaining a customer-first approach in all interactions.

Senior Customer Success Executive at Techrena Technologies (2018-06 – 2025-03)

• Managed enterprise customer success operations for the Docusoft SaaS platform, serving as the primary escalation point for high-priority and complex client issues.
• Owned the complete ticket lifecycle management process, including prioritization, SLA tracking, root cause analysis, issue resolution, and escalation handling while ensuring exceptional customer experience.
• Led onboarding, implementation, product configuration, user training, and adoption initiatives for enterprise and high-value clients, ensuring seamless deployments and long-term customer success.
• Collaborated closely with Product, Engineering, and QA teams to troubleshoot critical issues, optimise workflows, and enhance platform performance and customer satisfaction.
• Analysed customer usage patterns, feedback, support trends, and churn indicators to identify retention risks and drive renewals, account growth, and customer engagement initiatives.
• Prepared and maintained dashboards and reports on key customer success metrics, including NPS, SLA compliance, product adoption, ticket trends, and overall customer health.
• Built and maintained strong client relationships through consultative support, proactive communication, and continuous process improvement recommendations aligned with business goals.
• Guided and mentored junior team members, introduced workflow improvements, and implemented operational best practices that reduced escalation volumes and improved response and resolution times.
• Delivered end-to-end onboarding, implementation, and post-deployment support for customers using the Docusoft SaaS platform, ensuring seamless adoption and customer satisfaction.
• Managed customer interactions across calls, emails, and chat channels while maintaining strict SLA adherence and high-quality service standards and contributed to customer retention and satisfaction initiatives by proactively identifying improvement opportunities.
• Assisted clients with workflow configuration, troubleshooting, integrations, user access management, and feature adoption to optimise operational efficiency, resolving concerns efficiently, and ensuring a high standard of service delivery.
• Conducted product demonstrations, onboarding sessions, training workshops, and client presentations to enhance engagement, product understanding, and platform utilisation.
• Collaborated closely with Product, QA, and Technical teams to investigate, escalate, and resolve complex technical and functional issues in a timely manner and ensuring tailored solutions aligned with customer needs and preferences.
• Monitored customer usage trends, maintained onboarding and support documentation, and performed proactive follow-ups to improve retention and long-term customer success.

Bachelor of Commerce (Honours) in Commerce – PRESTIGE INSTITUTE OF MANAGEMENT AND RESEARCH

Diploma in Business Management in Business Management

Diploma in Stock Market in Stock Market

High School – TAKSHSHILA JUNIOR COLLEGE, UJJAIN, MP