Pravin Vishwaroop
@pravinvishwaroop
I am an experienced Customer Success Manager driving CSAT improvements and operational excellence.
IndiaWhat I'm looking for
I have 17 years of experience in customer success, quality management, and process improvement, with strong proficiency in SaaS and CRM systems and ITILv3 foundations. I specialize in growing client portfolios through cross-selling and up-selling while ensuring high client satisfaction.
I have led large-scale initiatives—executing 33 Lean projects, publishing 66 KPI dashboards, and managing a team of 10 quality analysts—to raise CSAT to 92% and improve process compliance to 90%. I have designed and delivered training programs, conducting 48 induction sessions for 2,658 engineers and achieving a 92% success rate in training effectiveness.
I am data-driven and focused on continuous improvement, delivering accurate analytical reports and root cause analyses to optimize service delivery and reduce operational costs. I seek to apply my coaching, quality assurance, and customer-success expertise to drive measurable outcomes and long-term client retention.
Experience
Work history, roles, and key accomplishments
WTManaged a portfolio of key clients and led quality initiatives, executing 33 Lean projects that increased process compliance to 90% and raised CSAT to 92%. Built 66 KPI dashboards and led a team of 10 analysts, delivering 92% training effectiveness and SLA adherence.
Lead Engineer
Rotary Infotech Pvt Ltd
May 2016 - Nov 2017 (1 year 6 months)
Led cross-functional teams for IT infrastructure projects, improving process quality and raising CSAT from 36% to 97%. Developed SLA-compliant solutions and reduced churn to 15% through customer-focused issue resolution.
Product Engineer
Saba Software Pvt Ltd
Jun 2015 - Apr 2016 (10 months)
Supported implementation of Saba Enterprise and Saba Cloud, conducting 18 root cause analysis sessions and collaborating with cross-functional teams to optimize product solutions. Delivered 91% customer service effectiveness and accelerated issue resolution.
Freelance Consultant
Open Source Circle
Aug 2023 - Present (2 years)
Spearheaded quality assurance and compliance projects for diverse clients, improving service delivery and reducing operational costs by 73%. Designed and delivered training programs and produced analytic reports with 92% accuracy to support data-driven improvements.
Education
Degrees, certifications, and relevant coursework
PUPeriyar University
Bachelor of Commerce, Commerce
2009 - 2012
Activities and societies: Volunteering in community services; participation in sports (cricket, badminton); photography and traveling as extracurricular interests.
Completed a Bachelor of Commerce at Periyar University from December 2009 to December 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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