Rahul Chawla

About Rahul Chawla

I’m a technical support lead with 8 years of experience in product support, CRM…

Experience

1. Technical Support Lead

   Persistent Systems

   Jan 2024 — Present · Gurugram, IN

   I\'ve led a team of 4 escalation engineers, managing their KPIs, workload, and roster to ensure smooth and uninterrupted business operations.2. CRM Escalation Expert: Led resolution of complex CRM integration issues across platforms like Interaction, Intapp, DealCloud, and Dynamics owning end-to-end escalation handling.3. Process Innovator: Designed CRM case workflows that reduced resolution time by 50%, slashing delays from 14 days to just 7.4. Documentation Champion: Authored the first standardized CRM-Vuture integration guide, cutting reliance on tribal knowledge and speeding up onboarding and troubleshooting.5. Client Satisfaction Driver: Personally earned 20+ CSATs in one year - up from just 1–2 by consistently delivering fast, accurate, and client-friendly resolutions.6. Team Enabler: Improved Level 1 → Level 2 knowledge transfer, conducted training on new features, created SOPs, and handled QA to uplift overall team performance.7. Data-Driven Strategist: Built and presented key business reports and case trends to leadership, driving smarter decisions through clear insights.8. Cross-Functional Leader: Strengthened collaboration with Product, Dev, and CS teams, handled incident management, and supported recruitment and onboarding of engineers.

Education

• K. L Mehta Dayanand Public School Sec 16

  Senior Secondary, Business/Commerce, General

  2013 — 2015

• Delhi University

  Bachelor's degree, Accounting