Pinkal Kumar

Results-driven ERP Application Support Engineer with 7+ years of experience delivering end-to-end technical and functional support for enterprise ERP and SaaS applications. Proven track record maintaining 95%+ SLA compliance across high-volume case queues (40–60 cases/week), implementing AI-driven automation that reduced ticket resolution time by 30%, and driving a 20% reduction in repeat incidents through proactive root cause analysis and process improvement. Adept at cross-functional collaboration with global R&D and Engineering teams, knowledge base development, and mentoring junior support staff.

Seeking to leverage deep expertise in Made2Manage ERP, Salesforce CRM, and SQL-based troubleshooting to deliver exceptional product support outcomes.

Application Support Engineer - Aptean India Pvt Ltd

(2022-08)

Delivered end-to-end ERP customer support via phone, email, and chat; opened and managed cases in Salesforce capturing issue details, error messages, and customer data with accuracy.

• Managed 40–60 cases per week in Salesforce CRM, reviewing case priority, populating case details, and proactively sourcing missing information from clients to ensure strict SLA adherence.
• Achieved 95%+ SLA compliance through systematic troubleshooting, data review, and deep product knowledge — ensuring timely case closure with accurate resolution documentation.
• Collaborated with global R&D and Engineering teams to escalate complex cases after thorough investigation, maintaining SLA compliance and providing ongoing status updates to customers.
• Identified recurring platform issues and partnered with internal teams to drive product, documentation, and process improvements — reducing repeat incidents by 20%.
• Advised customers on ERP best practices to improve efficiency, accuracy, and adoption; supported software installation and upgrades while consistently meeting KPIs including first-contact resolution and CSAT scores.
• Authored knowledge base articles (KBAs) and SOPs to empower customer self-service and ensure team consistency in support delivery.
• Mentored junior team members on SOP adherence, case documentation best practices, and escalation protocols — improving overall team efficiency and resolution quality.
• Designed AI-driven automation solutions to streamline repetitive support tasks, reducing ticket resolution time by 30% and freeing capacity for consultative customer engagement.
• Analyzed customer issues and support trends to identify automation opportunities, improving operational efficiency and contributing to continuous process improvement.

Key Account Manager - Meesho India Pvt Ltd (Farmiso)

(2021-05 - 2022-08)

• Owned end-to-end product catalog management — pricing strategy, SKU selection, and demand-based promotional planning — for assigned regional categories.
• Drove category revenue growth through targeted upselling and promotional campaigns; operated as a mini P&L owner, tracking margin and contribution metrics.
• Monitored basket size, SKU-level sales performance, and inventory health using internal BI dashboards; surfaced actionable insights to senior stakeholders.
• Coordinated with supply chain and logistics teams to maintain on-time fulfillment rates and reduce stockout incidents.
• Onboarded D2C brands and local grocery suppliers onto the Farmiso platform, managing contracts, product listings, and go-live timelines.

Supplier Support Executive - Meesho India Pvt Ltd

(2019-02 - 2021-04)

• Handled 200+ supplier email tickets per month covering account setup, payment disputes, fraud investigations, and returns — achieving 95%+ CSAT and under 2-hour first response time.
• Reduced escalation rate by 20% by identifying a fraudulent return pattern, contributing to a company-wide courier verification policy update.
• Applied SQL queries in SSMS to perform root cause analysis on supplier order, payment, and return datasets; shared findings with Tech and Analytics teams.
• Resolved 90%+ of supplier refund claims within SLA, covering lost shipments, damaged goods, and payment discrepancies.
• Guided suppliers on GST compliance, GSTIN registration updates, and financial documentation processes.

B.Tech - Electronics & Telecommunications - Sir Chhotu Ram Institute of Engineering & Technology, CCS University, Meerut

10+2 - Science Stream - Jamshedpur Workers' College, JAC University

10th Standard - H M M High School, JAC University