Open to opportunities

Rahul Srivastav

@rahulsrivastav

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Salesforce specialist delivering customer support, SLA monitoring, and AI-enabled problem solving.

India

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What I'm looking for

I’m looking for a role where I can own customer escalations and helpdesk support, monitor SLAs, and improve resolutions using AI tools. I want a team that values clear communication, problem-solving, and consistent service quality.

I’m a Salesforce specialist with a strong track record in customer support and escalation handling. In my roles, I’ve supported users and partners across calls, emails, chat, and ticketing, with a focus on fast, accurate resolution and high service standards.

I’ve consistently owned service quality by monitoring SLAs, troubleshooting technical issues, and performing root cause analysis (RCA) for recurring problems. I also educate and guide partners on using digital platforms, tools, and processes, while proactively reaching out to reduce repeat issues.

Beyond support, I’ve built operational and communication strength through senior operations and escalation work, and I previously served as a Human resources executive handling onboarding, payroll & attendance, performance/exit management, and talent acquisition. I bring a service-first mindset, natural language processing curiosity, and practical AI tools experience (Copilot, Gemini) to improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Helpdesk Professional

Go Digit Life Insurance

Jan 2025 - Apr 2026 (1 year 3 months)

Provided helpdesk support to troubleshoot technical issues and resolve user queries via calls, emails, chat, or ticketing. Educated partners on Digit’s digital platforms and monitored partner activity to proactively resolve recurring issues.

Help Desk Support Technical Troubleshooting Customer Support Ticketing Email Chat Partner Enablement Problem Solving

Senior Operations Associate

Acko General Insurance

Jun 2023 - Dec 2024 (1 year 6 months)

Handled senior operations (SME) responsibilities including monitoring SLAs and ensuring timely processing of operational tasks to maintain service quality. Used tools such as Slack, MS Teams, and Google Workspace, and worked with AI tools like Copilot and Gemini.

SLA Operations Management Project Management Workplace Adaptability AI Tools Copilot Gemini Slack Google Workspace Natural Language Processing

Senior Escalation Specialist

Navi Fintech Pvt Ltd

Mar 2021 - May 2023 (2 years 2 months)

Managed customer escalations across multiple channels and performed root cause analysis (RCA) for insurance-related issues. Handled escalations from US customers regarding insurance parts and loans queries.

Customer Escalation Management Root Cause Analysis Multichannel Support Insurance and Loan Query Handling

Human Resources Executive

Q Connect India Pvt Ltd

Jan 2019 - Jan 2021 (2 years)

Supported HR operations including onboarding and orientation, payroll and attendance, performance and exit management, and talent acquisition. Coordinated recruiting activities as part of the hiring process.

Onboarding Payroll Performance Management Talent Acquisition