Quality Assurance Customer Success

SOUDIP DAS, ** Years E-mail: *******@*****.*** Mob:+91-629*******

PROFILE SUMMARY

Providing 2+ years of experience in Customer Success, Quality Assurance Presales Strategic Solutions and Data Analysis.

Strong business acumen with working knowledge of RFPs, RFQs, Purchase Orders, Contract, SLA, KYC Documents.

Competent in interdisciplinary teamwork, provided 60+ client’s with effective solutions, increased their satisfaction rate by 25%.

Expertise in project tracking tools, productivity software and client operations tools like JIRA, Freshdesk, Zohodesk, Office.

Have a knack for cultivating long-term partnerships and understanding client’s needs to provide customized solutions. EDUCATIONAL QUALIFICATIONS

Year Degree Institute/School %/CGPA

2016-2020 B.TECH.(Computer Science & Eng.) RCC Institute of Information Technology 7.26/10 2015 XII St. Thomas’ Boys’ School 79.50%

2013 X Augustine’s Public School 83%

PROFESSIONAL EXPERIENCE

Solution Engineer Testsigma Software Technologies Pvt. Ltd., Bengaluru 06/2021- 07/2022 Presales,

Solution

Engineering

Team

Responded to 254 RFP questions on solution delivery process, executed as Service Delivery POC for 14+ clients.

Implement company’s measures resulting in conversion of 14 clients, leading to a 15.48% Q-o-Q growth in revenue.

Addressed client complaints, provided adhoc solution to 99% of them; yielding to 40% increase in satisfaction rate.

Forged a chatbot using Azure AI Bot Service and Language Service; improved the fast response time by 80%.

Educated 80+ clients on the fundamental aspects of the product, resulting in a 70% increase in engagement rate.

Planned 100+ periodic interactions with the Marketing and product team and briefed them about latest client demand.

Conducted in-depth analytical insights on client actions & suggested 13 areas for improvement for the product team.

Planned 50+ presale strategic interventions that led to a widening of customer life-time value by 60% (on avg). Application Support Engineer LambdaTest India Private Ltd., Noida 07/2022 - 10/2022 Customer

Success,

Support

Engineering

Team

Engaged 100+ clients utilizing 4 proprietary tools, resolved 300+ pain-points; reducing churn rate by 30%.

Logged 200+ issues on JIRA, monitored and updated the clients promptly; resulting in a 40% retention increase.

Thoroughly documented 15+ new issues on Confluence,leading to a 70% improvement in teams’s response times.

Created comprehensive instruction manual on self-service portal, resulting in 60% reduction in time to value for clients.

Collected and documented 5000+ customer insights via online surveys, reviews, Google Analytics, and feedback forms.

Collaborated with 60+ associates to strategize product and sales initiatives based on 5000+ customer insights. QA Engineer Neurapses Technologies Pvt. Ltd., Belur 05/2023 - Present Product

Development,

Testing Team

Led continuous improvement initiatives, resulting in 40% decrease in non-conformance issues and 20% OTD increase.

Executed over 60 test plans elevating product reliability by 40%, and reducing product recall rate by 60%.

Analyzed 1L+ data points to detect trends and root causes; introduced process control, reducing defect by 20%.

Mentored 6 colleagues on proprietary testing tools; resulting in a 45% productivity enhancements.

Produced 20+ instructional documents tailored to company requirements for utilizing proprietary testing tools.

Led the development of 6 rating models for analyzing customer feature usage propensity within the product. CERTIFICATIONS

Name Of Certificate Learnings

Analytics in Insurance by Great Learning Chain-Ladder Method, Run-off Triangles,Determining Fair Premium, Rating Factors. Excel For Beginners by Great Learning Data Wrangling, Data Cleaning, Data Aggregation, Data Visualization. Data Visualization using Tableau Dashboard, Reports, Chart Analysis,Data Integration, Data Processing, Data Presentation. SKILLS

Data Analytics, Google Analytics, SQL,Azure, Office 365, Tableau, Qilk, R, Python, Scala, Power BI, Generative AI EXTRA-CURRICULAR ACTIVITIES

Secured 1st Position in Mixed Relay Race at Augustine’s Public School Sports Meet.

Attained 3rd Position in 200m Flat Race(Boys) at Augustine’s Public School Sports Meet.

Accomplished 3rd Position in Group Discussion Event at TEQIP-2 sponsored student development program “Innovision-2016”.

Obtained Certificate of excellence at Rock Climibing Training Course held by HDMTA.

Awarded Certificate of Coordination by the organizing team of Techtrix’18, annual-techno management fest of RCCIIT.

Achieved Certificate of Excellence for being Campus Ambassador of Techtrix’18, annual-techno management fest of RCCIIT.

Acquired Certificate of Achievement for securing 1st Position in Sudoku at Game of Thrones,18, Annual Sport Fest, RCCIIT. https://www.linkedin.com/in/soudip-das /

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