Vipin Subramoniapillai

Results-driven Implementation Specialist – Client Onboarding (Customer Success), Senior Customer Service Associate, and Quality Controller with diverse experience in multichannel marketing communications, client onboarding, customer support, and quality assurance. Proven track record in managing end-to-end onboarding processes, resolving complex service issues, maintaining data integrity, and delivering exceptional customer experiences. Skilled in Salesforce, Zendesk, JIRA, SAP, and MS Excel & Power BI with a strong focus on continuous improvement and operational efficiency.

Implementation Specialist at Press Ganey Associates India Pvt. Ltd. (2023-09 – 2025-03)

• Managed client onboarding processes using Salesforce, ensuring accurate data updates in internal systems.
• Utilized advanced Excel functions (VLOOKUP, XLOOKUP) & Power BI for data analysis and reporting.
• Identified and resolved data-related errors; performed thorough quality checks.
• Handled service failure cases and escalations via JIRA.

Senior Customer Service Associate at RR Donnelley and Co. India Outsource Pvt. Ltd. (2021-01 – 2022-11)

• Supported CSRs in ensuring smooth project execution and client communication.
• Generated detailed reports using Excel for various time frames (daily/weekly/monthly).
• Resolved client concerns efficiently; escalated major issues to supervisors.
• Improved service collaboration by building strong relations with the field ops team.
• Handled service failure cases and escalations via ServiceNow.

Quality Controller at Phykon Solutions Pvt. Ltd. (2016-04 – 2020-02)

• Handled quality control, order verification (email, calls, fax), and client coordination.
• Managing and supporting SaaS based product, and ensuring smooth onboarding and customer satisfaction.
• Conducted root cause analysis and maintained data accuracy in SAP.
• Handled service failure cases and escalations via Zendesk.
• Supported MIS and back-office teams; ensured adherence to quality standards.

Bachelor of Engineering (B.E) in Electrical & Electronics Engineering – Marthandam College of Engineering & Technology, Anna University