Summary
Overview
Work History
Education
Skills
Additional Highlights
Leadership and volunteer experience
Accomplishments
Certification
Timeline
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Eshwar Beemraj

Senior Customer Success Associate

Summary

To secure a dynamic role in customer service, technical support, or IT operations, where I can leverage my strong communication, problem-solving, and technical expertise to enhance client satisfaction and drive organizational success.

Experienced with building and maintaining customer relationships. Utilizes problem-solving skills and effective communication to enhance customer satisfaction. Track record of contributing to team success and adapting to changing needs.

Knowledgeable Customer service representative with solid background in customer success and relationship management. Proven track record of enhancing customer satisfaction and contributing to team goals. Demonstrated ability to effectively communicate and solve problems.

Overview

15
15
years of professional experience
12
12
years of post-secondary education
21
21
Certifications
2
2
Languages

Work History

Senior Customer Success Associate

JPMorgan Chase & Co.
09.2022 - Current
  • Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
  • Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
  • Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations.
  • Increased client retention by 20% through effective troubleshooting and empathetic communication.
  • Reduced support time by 40% by creating detailed knowledge base articles.
  • Analyzed customer service metrics to identify trends and improve satisfaction.
  • Achieved 100% resolution rate through proactive follow-ups and problem-solving.
  • Managed escalations efficiently, resolving disputes while maintaining professionalism.
  • Delivered accurate information promptly, enhancing customer satisfaction.
  • Maintained detailed records of customer interactions to ensure issue resolution and follow-up.
  • Upsold products and services based on customer needs, driving sales growth.
  • Coached and mentored new hires, improving team performance and integration.
  • Resolved customer complaints with empathy, boosting loyalty and repeat business.
  • Customized solutions for high-priority clients, ensuring their needs were met.
  • Collaborated with cross-functional teams to enhance customer service practices.
  • Assisted customers with online orders and navigation, improving user experience.
  • Updated FAQs and authored articles to reduce inquiry volume and improve efficiency.
  • Participated in training programs to enhance product knowledge and service delivery.
  • Negotiated resolutions for dissatisfied customers, converting negative experiences into positive outcomes.
  • Improved processes by training team members on best practices and protocols.
  • Delivered exceptional service by leveraging extensive product knowledge and communication skills.

Fiber Project Technical & Customer Care Manager

Lake Region Electric Cooperative
08.2016 - 03.2020
  • Created customer support strategies to increase customer retention.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Applied best practices in customer service, sales, and employee management to exceed organizational goals.
  • Led a team of 8 associates to deliver exceptional technical and customer support.
  • Identified growth opportunities through data analysis, increasing enrollments.
  • Boosted membership sign-ups with innovative acquisition strategies.
  • Resolved complex technical issues promptly, ensuring customer satisfaction.
  • Motivated employees to enhance productivity and engagement.
  • Mentored team members, fostering skill development and career growth.
  • Controlled costs and optimized budgets to improve profitability.
  • Cross-trained employees to increase flexibility and team agility.
  • Strengthened customer and supplier relationships through account management.
  • Streamlined workflows and reduced operational costs with process improvements.
  • Developed risk management strategies to ensure business continuity.
  • Negotiated contracts, achieving cost savings without compromising quality.
  • Optimized inventory management to reduce waste and maintain stock levels.
  • Implemented agile methodologies to enhance team productivity and project efficiency.
  • Fostered partnerships and enhanced the company's reputation with industry leaders.

Student Technical Consultant

Northeastern State University
01.2015 - 05.2016
  • Resolved campus-wide technical issues, ensuring seamless IT operations
  • Recommended and implemented tailored software solutions for business processes
  • Authored university troubleshooting guides, improving system efficiency
  • Supported Agile methodologies, managing product backlogs for monthly sprints
  • Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
  • Assisted sales teams in closing deals by providing technical expertise, product demonstrations, and addressing customer concerns during the sales process.
  • Reduced downtime and improved productivity by providing timely technical support to clients, addressing their concerns and solving problems quickly.
  • Facilitated knowledge transfer among team members by leading training sessions on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
  • Assessed business requirements to create focused solutions.

Technical Support Engineer

Hewlett-Packard
07.2010 - 07.2014
  • Delivered expert technical support for laptops, desktops, printers, and networking
  • Supervised a team of 10+ hardware technicians, managing escalated cases
  • Increased sales by 25% annually by upselling solutions during service interactions
  • Enhanced troubleshooting efficiency, cutting operational costs by 15% annually
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Performed root cause analysis of reported issues to enact corrections.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Streamlined escalation process, ensuring that complex issues were promptly addressed by appropriate specialist.
  • Tailored support solutions to diverse client environments, ensuring compatibility and minimal disruption to business operations.
  • Enhanced team productivity, introducing automation tools that reduced repetitive tasks and allowed more focus on complex issues.
  • Improved client satisfaction with personalized troubleshooting sessions that catered to individual needs and skill levels.
  • Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
  • Initiated feedback loop with customers to better understand recurring issues and address them proactively.

Education

Bachelor of Business Management -

Bangalore University

MBA - Management

Northeastern State University
Tahlequah, OK
05.2001 -

Skills

Customer Retention Strategies

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Additional Highlights

  • Proven track record of improving operational efficiency and customer satisfaction.
  • Adaptable professional with experience across customer service, sales, and IT.
  • Skilled at training and mentoring team members to achieve high-performance results.

Leadership and volunteer experience

Board of Directors, Homeowners Association (HOA), Provided strategic direction and leadership for community development initiatives.

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Resolved product issue through consumer testing.

Certification

Sales Essentials Certificate

Timeline

Senior Customer Success Associate

JPMorgan Chase & Co.
09.2022 - Current

Fiber Project Technical & Customer Care Manager

Lake Region Electric Cooperative
08.2016 - 03.2020

Student Technical Consultant

Northeastern State University
01.2015 - 05.2016

Technical Support Engineer

Hewlett-Packard
07.2010 - 07.2014

MBA - Management

Northeastern State University
05.2001 -

Bachelor of Business Management -

Bangalore University

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Eshwar BeemrajSenior Customer Success Associate