Rohith Krishna

I am a results-oriented and highly experienced Customer Service Executive and strategic problem-solver, driven by a commitment to transforming complex customer interactions into high-efficiency resolutions and positive, lasting relationships. With a comprehensive background spanning healthcare management services, laboratory product supply, and technical support, I possess a unique cross-industry perspective that enables me to quickly grasp diverse operational demands, from patient confidentiality compliance to managing global order fulfillment cycles. My professional ethos is built on a foundation of gritty determination, innovative thinking, and strict discipline, consistently allowing me to move forward on the career graph and drive value for the organizations I serve.

My tenure in customer service has provided me with extensive, hands-on experience in managing the full spectrum of the customer journey. At Omega Healthcare Management Services, I demonstrated meticulous attention to detail while working with sensitive patient documentation, ensuring accurate insurance verification and maintaining strict data safety protocols in line with compliance standards. This role required connecting directly with insurance payers to secure proper records, underscoring my ability to navigate intricate, regulated processes and deliver results within tight Service Level Agreements (SLAs). Prior to this, my role as an Associate at VWR Lab Products (Avantor Sciences), focusing on North America, highlighted my proficiency in processing complex customer orders and addressing post-order scenarios. I utilized enterprise resource planning tools like SAP ERP and customer relationship management systems like Salesforce CRM to process queries with maximum efficiency, often collaborating with correct stakeholders and coordinating calls across US time zones to gather required details. Maintaining clear, effective email communication was paramount, ensuring high quality levels were met consistently.

A significant portion of my experience lies in identifying root causes and implementing long-term resolutions, particularly within high-stakes environments. During my time with Ruptub Solutions (Treebo Hotels), first as a Guest Support Executive and later specializing in the Escalation Vertical, I honed my ability to handle both standard and critical guest concerns. On the support vertical, I managed inbound calls covering everything from booking confirmations and modifications to payment assistance and invoice generation, strictly adhering to Standard Operating Procedures (SOPs). Crucially, in the escalation vertical, I developed a strong aptitude for identification and resolution of systemic issues. This involved identifying key stakeholders, analyzing problems for long-term resolution design, and successfully turning around negative guest experiences into delightful ones, thereby enhancing guest retention. Furthermore, I developed documentation processes for issues, feeding data into necessary tools to provide an accurate overview of potential disaster ratios.

My earliest professional experience at Hinduja Global Solutions (HGS) as a Technical Support Executive established my foundational communication and troubleshooting skills. I became proficient in guiding customers through complex technical troubleshooting steps for MODEMs while always maintaining call decorum and using appropriate, clear language. Beyond technical support, I adeptly managed non-technical account-related queries, including bill clarification and invoice generation, demonstrating versatility in handling sensitive customer account data with proper authentication. Complementing this extensive professional journey is a robust educational background, including a Master of Business Administration (MBA) with specializations in Finance and Human Resources, building a strong strategic and analytical framework that informs my decision-making and commitment to continuous improvement. My key competencies—Attention to detail, Effective Communication, Empathy, Problem-solving, and Conflict resolution—are the pillars upon which I build successful customer relationships and achieve organizational objectives.