Satyapal Rajput

Results-driven Customer Support & Key Accounts professional with 6+ years of experience managing SaaS platforms, ERP integrations, and enterprise client relationships. Proven track record of achieving 100% SLA compliance and high CSAT scores while supporting US & UK-based customers at HubBroker ApS. Previously led a team of 10–15 members at Petpooja, managing 250+ premium restaurant accounts and driving retention, renewals, and account growth through data-backed decision-making.

Hands-on expertise in Zoho CRM, Advanced Excel, ERP operations, and D2C e-commerce platforms (Zomato & Swiggy). Adept at cross-functional collaboration, process documentation, and translating complex technical issues into actionable resolutions.

Customer Support Executive at HubBroker ApS (2023-10 – 2026-04)

• Managed end-to-end customer onboarding cycles — from requirements gathering and account configuration to go-live — ensuring timely and compliant project delivery for US & UK clients.
• Collaborated closely with CS & CP Managers to support new customer onboardings — aligning on project scope, timelines, and client-specific configurations.
• Performed ERP operations including invoice processing, PRICAT validation, Order vs. Invoice data matching, and VAT/tax calculations to prevent billing errors and revenue leakage.
• Created custom data mappings and system configurations based on client business rules, translating requirements into actionable ERP integration setups without coding.
• Provided multi-channel software support (email, chat, ticketing) for inbound technical queries — diagnosing root causes, analyzing system logs, and applying configuration/permissions fixes.
• Collaborated with IT teams, internal departments, and third-party vendors to resolve complex technical issues within SLA timelines while maintaining strong CSAT scores.
• Tracked and reported KPIs such as response time, resolution time, CSAT, and SLA compliance, and shared regular performance reports with CS & CP managers.
• Followed up with clients after onboarding and ticket closure to collect feedback, and used it to improve support quality and processes.
• Identified client needs for additional configurations or services during support and onboarding, and shared these opportunities with CS & CP managers for upsell and cross-sell.
• Developed and maintained onboarding SOPs, process guides, and knowledge-base articles to support new hires and ensure seamless team transitions.
• Conducted internal training sessions and mentored junior team members on tools, processes, and client handling best practices.
• Tested software features post-implementation and verified system changes before production rollout to ensure quality and stability.

Catalogue Success Specialist – Key Accounts at Petpooja (2019-01 – 2023-02)

• Managed a portfolio of 250+ premium restaurant accounts as primary point of contact for SaaS platform support, onboarding, and long-term retention.
• Handled renewals and follow-ups by tracking renewal dates in Zoho CRM, contacting clients well in advance, and resolving open issues before renewal to protect retention.
• Identified upsell and cross-sell opportunities (additional features, modules, and services) during regular client check-ins and worked with the sales team to close them.
• Collected client feedback through check-in calls and after ticket closure, and used it to improve service quality and prevent churn.
• Utilized Zoho CRM for 3+ years — overseeing ticket creation, tracking, escalation management, monthly reporting, and root cause analysis on recurring issues.
• Led and managed a team of 10–15 members — handled task allocation, performance monitoring, and conducted regular training on operational workflows and product usage.
• Executed D2C e-commerce operations on Zomato & Swiggy — menu catalog management, product listing optimization, content QC, image handling, promotional setup, and resolution of order/refund issues.
• Tracked and reported key support metrics (response time, resolution time, CSAT, TAT, SLA compliance, ticket volume, repeat issue rate, and retention rate) and used data insights to recommend process improvements that reduced ticket volume.
• Delivered multi-channel support via phone, WhatsApp, and email for restaurant software troubleshooting, ensuring minimal business disruption.
• Conducted merchant onboarding and training sessions, and guided team members on maintaining service quality and resolution standards.

Account Executive at Shri Maruti Courier Service Pvt. Ltd. (2017-11 – 2018-12)

• Managed journal entries, bank reconciliations, and daily accounting operations including accounts receivable and accounts payable.
• Assisted with TDS and GST filing to ensure accurate financial compliance.

Bachelor of Commerce (B.Com) – Shri K.K. Shastri Govt. Commerce College (2017)

Higher Secondary (12th) – Hariom Hindi High School (2014)