Pavan Pentakota

About Pavan Pentakota

Skills and Expertise:Techno-functional professional with 6.4+ years of experience in SaaS platforms, customer onboarding, integrations, and managed services delivery. Proven ability to translate business requirements into scalable product implementations, drive customer adoption, and resolve complex technical issues across enterprise environments. Experienced in customer success operations, service delivery, and post-production support, with a strong focus on process optimization and operational efficiency. Adept at collaborating with Product, Engineering, and Support teams to enhance product capabilities and customer experience. Skilled in leveraging data insights, automation, and reporting tools to improve service Education:I hold a Bachelor of Technology degree in Computer Science from RAJIV GANDHI UNIVERSITY OF KNOWLEDGE TECHNOLOGIES - AP NUZVID. My passion lies in continuously expanding my knowledge across various facets of businesses. I have a sharp attention to detail and a knack for quick thinking.🤝 Let\'s Connect:I\'m excited about the opportunities ahead and eager to connect with like-minded professionals who share a commitment to driving innovation and excellence in our industry. Reach out, and let\'s embark on this journey together!

Experience

1. Customer Success Engineer

   Talking Shops

   Sep 2025 — Present · Hyderabad, IN

   Worked on end-to-end onboarding, implementation, and support of AI-powered conversational commerce solutions across platforms like WhatsApp, enabling businesses to automate customer engagement through chatbot and workflow automation solutions.Notable solution areas included:Chatbot Automation, Conversational AI, WhatsApp Business Workflows, CRM-based Customer Engagement, Workflow Automation, and Enterprise Integrations. Key Contributions: SaaS Implementation & Onboarding - Led onboarding and implementation of SaaS chatbot and workflow automation solutions by translating business requirements into scalable JSON-based configurations and deployment workflows.🤝 Customer Success & Escalation Management - Managed onboarding lifecycles, ensured smooth go-lives, and resolved complex onboarding, technical, and configuration-related issues as the primary escalation point. Process Optimization & Documentation - Streamlined requirement gathering, validation, configuration standards, and deployment workflows to improve onboarding efficiency and product adoption. Created SOPs, onboarding playbooks, and implementation documentation. Monitoring & Quality Assurance - Monitored customer engagement, usage, and support metrics through CRM and reporting tools while conducting quality audits to ensure service reliability and compliance with internal standards. Cross-Functional Collaboration - Worked closely with Product, Engineering, and Support teams to identify feature gaps, recommend enhancements, and support platform improvements. Automation & Operational Excellence - Identified automation opportunities and process improvements that enhanced operational efficiency, onboarding scalability, and service delivery performance. Knowledge Sharing & Data Insights - Led knowledge-sharing sessions, guided team members on implementation and troubleshooting practices, and utilized reporting insights to improve workflows and customer experience.

Education

• RAJIV GANDHI UNIVERSITY OF KNOWLEDGE TECHNOLOGIES, NUZVID

  PUC (Pre University Course), M(Bi)PC

• RAJIV GANDHI UNIVERSITY OF KNOWLEDGE TECHNOLOGIES, NUZVID

  Bachelor of Technology - BTech, Computer Science

• Z.P.High School, Thimmarajupeta, Visakhapatnam

  SSC

  2001 — 2011