Open to opportunities

KeshavKumar Meena

@keshavkumarmeena

Message

Results-driven leader with over a decade of experience in API integration, customer onboarding, and

India

Message

What I'm looking for

I am looking for a challenging role that leverages my expertise in customer service management, API integration, and incident management to drive business outcomes and deliver exceptional customer experiences.

As a seasoned leader with over a decade of experience in API integration, customer onboarding, and incident management, I bring a strong background in customer service management. My expertise spans leading globally distributed teams, improving customer satisfaction, and streamlining service operations in high-paced environments.

I excel in developing and executing strategies to elevate the customer journey, leveraging data-driven insights, and fostering cross-departmental collaboration to deliver optimal results. I ensure a superior customer experience and operational efficiency by focusing on customer-first strategies.

With a proven track record of driving results, I have successfully led teams to achieve significant improvements in customer satisfaction, incident resolution time, and operational efficiency. I am passionate about leveraging technology to drive business outcomes and delivering exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Service Manager

Current

Widas Concepts

Jul 2023 - Present (1 year 10 months)

As a Service Manager, I lead the customer service team, overseeing recruitment, training, and performance evaluation. I handle escalated issues, develop customer service strategies, and monitor KPIs to enhance customer satisfaction and operational efficiency.

Agile Methodologies ITSM Incident Management Customer Advocacy Performance Analysis Zendesk SQL Data Analytics

Solutions Lead

Netcore Unbxd

Nov 2022 - Apr 2023 (5 months)

In my role as Solutions Lead, I managed cross-functional teams to improve latency and conversion rates for e-commerce clients. I organized team scrums, tracked integration success, and provided technical mentorship to junior engineers.

Scrum Project Management API Integration Problem Solving Team Management Docker Kubernetes HTML JavaScript

Global Product Support Engineer

Jumio Corp

Aug 2021 - Nov 2022 (1 year 3 months)

As a Global Product Support Engineer, I collaborated on feature roadmaps, enhanced API documentation, and resolved complex technical issues. I also mentored support engineers and developed training materials.

API Documentation Technical Support Customer Training Root Cause Analysis Incident Management Fraud Prevention KYC Transaction Monitoring Problem Solving Communication

Technical Support Engineer

LoginRadius

Oct 2019 - Aug 2021 (1 year 10 months)

In my role as a Technical Support Engineer, I coordinated with implementation teams, provided multi-platform support, and developed API documentation. I ensured accurate incident reporting and resolution while maintaining high-quality documentation.

Incident Management API Documentation Documentation Stakeholder Management SDK Development Communication

Sr. Application Support Engineer

Jumio Corp

Mar 2017 - Sep 2019 (2 years 6 months)

As a Sr. Application Support Engineer, I resolved customer issues, integrated products, and mentored support engineers. I developed knowledgebase articles and led teams for optimal customer solutions.

Customer Solutions Salesforce Incident Response Team Leadership Training Communication Problem Solving Technical Support Process Improvement

Microsoft Tier-2 Technical Support Engineer

Teleperformance

May 2014 - Jan 2016 (1 year 8 months)

In this role, I analyzed issues using advanced tools, communicated issue statuses, and resolved critical situations. I engaged with the product group and mentored support staff.