RGRoshni Gadad
@roshnigadad
Versatile Customer Experience and AI QA Specialist with extensive expertise.
IndiaWhat I'm looking for
I am a versatile Customer Experience and AI QA Specialist with over a decade of experience in technical support, quality assurance, and AI/NLP platform testing. My career has been defined by my ability to bridge the gap between technology and customer needs in fast-paced, innovation-driven environments. I excel in prompt engineering, LLM tuning, and cross-functional collaboration, with a strong foundation in enterprise support and documentation.
Currently, I serve as a Senior Customer Experience & AI QA Specialist at Checkmate, where I lead dual responsibilities in customer support and AI platform testing. I have successfully delivered Tier 2 support for restaurant partners, resolving live order issues and platform bugs. My efforts in translating user issues into reproducible test cases have significantly improved product reliability, and I have spearheaded QA efforts for a cutting-edge AI voice ordering system.
Throughout my career, I have been recognized for my adaptability, initiative, and impact on evolving AI systems. I have also held positions in customer success and technical support, where I conducted product training, developed documentation, and built lasting relationships with senior stakeholders. My passion for enhancing customer experience drives me to continuously seek innovative solutions.
Experience
Work history, roles, and key accomplishments
Senior Customer Experience & AI QA Specialist
Checkmate
Jan 2024 - Present (1 year 6 months)
Led dual responsibilities in customer support and AI platform testing, delivering Tier 2 support for restaurant partners and resolving live order issues. Spearheaded QA efforts for a cutting-edge AI voice ordering system, diagnosing and debugging failures across ASR, IntentGPT, Chrysalis, and Reasoner layers.
Senior Customer Success & Technical Support Specialist
SIERA.AI
Jan 2021 - Present (4 years 6 months)
Conducted product training, created documentation, and developed knowledge base content for enterprise clients. Onboarded enterprise clients and championed user adoption, building lasting relationships with senior stakeholders.
Technical Support Engineer
Thoughts2Binary
Jan 2020 - Present (5 years 6 months)
Supported Procon's Fleet Management platform, executing and reporting on manual QA tests. Developed expertise in fleet operations and software usage patterns.
Server Engineer
Dell EMC
Jan 2016 - Present (9 years 6 months)
Provided enterprise-level server and OS troubleshooting for Windows, Linux, and VMware environments. Handled RAID setups, deployments, and hardware coordination, delivering high-availability support within global teams.
System Engineer
Capgemini
Jan 2014 - Present (11 years 6 months)
Supported enterprise clients remotely, specifically Union Bank of California. Managed systems configurations and technical documentation.
IT Support Analyst
IBM
Jan 2012 - Present (13 years 6 months)
Supported IT HR applications for Johnson & Johnson, utilizing BMC Remedy and global processes to effectively resolve issues. Maintained service level compliance and call quality excellence.
Customer Support Executive
IBM Daksh
Jan 2010 - Present (15 years 6 months)
Delivered Tier 1 support for a UK banking client, maintaining service level compliance and call quality excellence. Resolved customer inquiries and provided effective solutions.
Education
Degrees, certifications, and relevant coursework
Karnataka University
Bachelor of Computer Application, Computer Application
Studied Computer Applications at Karnataka University, focusing on core concepts and practical skills. Gained foundational knowledge in computer science and its applications.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Interested in hiring Roshni?
You can contact Roshni and 90k+ other talented remote workers on Himalayas.
Message RoshniFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
