Keerthi Krishna Gamasany

About Keerthi Krishna Gamasany

As a Product Support Specialist at ThrivePass, I bring over four years of experience…

Experience

1. Product Support Specialist - Payments

   ThrivePass

   Dec 2021 — Present · US

   Manage Lockbox operations across NEXUS/Thrivepass and COBRAPOINT/WEX platforms, ensuring accurate processing of payments, receivables, collections, and invoicing. • Handle ACH transactions and coordinate financial workflows in alignment with internal compliance and timelines. • Perform User Acceptance Testing (UAT) to identify system issues and suggest product enhancements based on real-world scenarios. • Provide Product Support, Technical Support, and Application Support across multiple platforms with a strong understanding of system behavior. • Utilize Freshdesk for managing and resolving customer issues, ensuring tickets are tracked, updated, and closed within defined SLAs. • Maintain consistently high CSAT scores through proactive communication, timely issue resolution, and customer-first solutions. • Apply deep product knowledge to troubleshoot technical problems and support users with configuration, process, and functional queries. • Communicate clearly through well-documented notes and responses, supporting both customers and internal teams. • Leverage strong analytical and problem-solving skills to ensure operational accuracy and client satisfaction across COBRA-related processes. • Contribute to Customer Success by ensuring platform efficiency, smooth onboarding, and post-resolution follow-ups.

Education

• Deakin University

  Master of Business Administration (MBA), Project Management

  2015 — 2017

• Jawaharlal Nehru Technological University

  Bachelor of Technology (B.Tech.), Information Technology

  2009 — 2013