CURRICULUM VITAE
Kuldeep Singh
Contact Information:
Phone: -
Email:-LinkedIn: https://www.linkedin.com/in/kuldeep-singh-2b8b3b4a/
Summary:
I am a customer-centric professional with a passion for creating extraordinary experiences.
With a core competency in supporting SaaS applications, I excel in problem solving and
understanding customer psychology. I am currently a 'Manager - Customer Success at
ThinkSys, where I collaborate with my team to support Gefen Technologies' platform.
My diverse work experiences have honed my skills in diligence, persistence, and excellence
in everything I do. I value innovation, creativity, sustainability, and resourcefulness in my
approach to work.
Professional Profile:
Organization: ThinkSys Inc.
Designation: Manager - Customer Success
Duration: Jan 2020 - Present
Major Responsibilities:
➢
➢
➢
➢
➢
➢
➢
Handle B2B support requests and manage the customer success team.
Create and update the Knowledge Base on a regular basis.
Create and configure new operations for end clients and demos.
Create HTML Automations, Handlebars, and Plugin integrations.
Perform end-to-end regression testing.
Create Weekly Operations Reports.
Create analytical data reports for production operations using PostgreSQL &
MongoDB.
➢ Add Stitch data integration and configure Amazon QuickSight reports.
➢ Update terms using Lokalise, a localization and translation management platform for
agile teams.
➢ Firebase/Crashlytics alerts tracking and reporting.
Previous Role:
Organization: ThinkSys Inc.
Designation: Customer Success Team Lead
Duration: May 2011 - Dec 2019
Job Responsibilities:
➢ Led a medium-sized team of customer support agents.
➢ Handled product and technical matters and liaised with/escalated to technical teams
for resolution.
➢ Increased ticket deflection rate by identifying opportunities for automation, FAQ
improvements, and customer self-service.
➢ Increased customer satisfaction by fully understanding the client domain/business
and providing appropriate inputs to use the product.
➢ Identified actionable trends in customer feedback.
➢ Retained customers post-cancellation by building a recovery program with special
offer incentives.
➢ Expanded customer success to social media, curating content, and offering timely
responses to customer questions.
➢ Monitored helpdesk ticket queues, handled outages, major/critical incidents, end
user application issues, VIP User handling, Video Conference, etc.
➢ Drove resolution within defined metrics of Quality/Prod & Turnaround Time.
Previous Employer:
Organization: Elsevier Publishing Services
Designation: Books Customer Support
Duration: Sep 2010 - Feb 2011
Job Responsibilities:
➢ Responded to US customers via Email within defined SLA.
➢ Sorted emails appropriately using 'Right Now' eservice Application.
➢ Gathered additional information about reported issues.
Previous Employer:
Organization: Novatium Solutions (p) Ltd.
Designation: Technical Support Executive
Duration: April 2008 - August 2010
Job Responsibilities:
➢ Responded to customers via Email within defined SLA.
➢ Escalated tickets to the Software Development or Hosting Operations team and
provided resolution back to the customer via call center.
➢ Performed detailed case analysis and reproduced customer problems.
➢ Audited call quality of the Call Center agents and provided feedback.
➢ Ensured customer satisfaction with quality customer service.
Technical Skills:
❖
❖
❖
❖
❖
❖
Knowledge of STLC, Bug Tracking, and Reporting.
Knowledge of Functional Testing, Validation Testing, Regression Testing, GUI Testing.
Experience in creating Test Scenarios and Test Cases.
Knowledge of creating BRD, FRD & RTM documents.
AWS Quicksight Reports.
MS Office: Excel, Word, PowerPoint.
Environment: PostgreSQL, SQL Server, MongoDB, MS-Office tools, OS- Windows-based and
Linux.
Tools: JIRA, Zendesk, Right Now, Maxima, pgAdmin, DBeaver, Robo 3T, Lokalise, Firebase,
Loggly, Figma, Twilio, Google Analytics, Amazon S3, Stitch App, AWS Quicksight.
Specialities: SaaS support, Application support, Operation management, Vendor
Management, Troubleshooting, Manual testing.
Declaration:
I hereby declare that the above mentioned information is true and to the best of my
knowledge.
Date:Place: -
(Kuldeep Singh)
