Raaj Kumar

Senior Executive – Operations Support

Talent

ChennaiMember since April 26, 2026

Microsoft ExcelRoot Cause Analysis (RCA)Client Onboarding

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Microsoft ExcelRoot Cause Analysis (RCA)Client Onboarding

About

Results-driven Product Support professional with 3.6 years of experience in product support, technical troubleshooting, root cause analysis (RCA) and SLA-driven issue resolution. Experienced in resolving product, application, accounts and network-related issues through chat, email and voice support. Hands-on experience using Microsoft Excel for data validation and reporting in operations support.

Strong analytical and problem-solving skills with a proven ability to diagnose technical issues and deliver timely resolutions in fast-paced support environments.

Experience

Senior Executive – Operations Support - Computer Age Management Services Ltd.

(2025-12 - 2026-07)

Managed end-to-end client onboarding, ensuring seamless setup and timely activation across multiple client accounts.
Performed data validation and issue analysis using Excel, identifying discrepancies and resolving data-related incidents.
Handled high-volume query management and ensuring timely updates, effective escalation and consistent issue resolution.
Developed weekly Excel dashboards and reports to track query volume, resolution status and recurring data issues, improving visibility and enabling faster issue identification.
Coordinated cross-functional communication between internal teams and external stakeholders to ensure smooth operations.

Senior Associate – Product Support - Sutherland Global Services Pvt. Ltd.

(2021-10 - 2024-09)

Provided end-to-end product support via voice, email and chat channels, resolving complex customer issues and ensuring timely issue resolution for customers across North America and Canada.
Troubleshot product, account, application and network-related issues, ensuring timely resolution in compliance with SLA targets.
Performed root cause analysis (RCA) on recurring issues, reducing repeat contacts and maintaining weekly return-related losses.
Served as a Subject Matter Expert (SME), mentoring new hires and developing performance dashboards to improve team productivity and operational efficiency.