Open to opportunities

Pravin Vishwaroop

@pravinvishwaroop

Message

I am an experienced Customer Success Manager driving CSAT improvements and operational excellence.

India

Message

What I'm looking for

I seek a role where I can lead customer-success and quality initiatives, drive CSAT and process improvements, coach teams, and leverage SaaS/CRM expertise in a collaborative, growth-oriented company.

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

Quality Manager

Wipro Technologies

Apr 2018 - Aug 2023 (5 years 4 months)

Managed 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.

Customer Success Quality Management Lean KPIs Training Delivery Team Leadership Process Improvement CSAT Management

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.

CRM SLA Process Improvement Team Leadership Client Engagement IT Infrastructure Projects Incident Management

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.

SaaS Implementation Root Cause Analysis Customer Support Cross Functional Collaboration Saba Enterprise Saba Cloud

Freelance Consultant

Open Source Circle

Aug 2023 - Present (2 years 10 months)

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.

Quality Assurance Compliance Process Improvement Training Delivery Data Analysis Customer Satisfaction Lean Reporting

Education

Degrees, certifications, and relevant coursework

Periyar 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.