NIshan Karak

• 15 years in progressive customer service roles supporting US, UK, EMEA, AU and APAC regions
• Around 6 years experience in working with remote and distributed teams in a flexible office environment
• Responsible for managing high level escalation Understanding and documenting all aspects of customer’s issue or concerns and identifying action plans to address them Work cross functionally and with remote teams, ensuring ownership while facilitating internal external communication throughout the escalation lifecycle
• Proven track record in resolving and reducing customer complaints while meeting customer service level agreements of around 99 and CSAT score of 96

April 29, 2021 – Till Date

Manager - Customer Support

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•Managing customer growth and building strategic relationships.

•Oversee the successful implementation/configuration of Replicon’s product suite for each customer account by working with an Implementation Specialist.

•Proactively outlining customer critical success factors, metrics for success, potential issues,

and provide fix and recommendations for each customer portfolio.

•Monitoring and facilitating customer’s adoption of our solution features and functionality.

•Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams.

•Able to write and develop solutions learned from customer interaction into materials for internal and customer facing FAQs and Knowledge Base.

•Interaction and knowledge sharing with product management, R&D, QA, Account reps and consulting on a case‐by‐case or project basis ( new functionality, special projects, bugs and escalations.

•Training new hires in the transition phase to make understand some of the known issues and make sure they understand and follow the processes and policies In a

EDUCATION:

Diploma in mechanical