Rinku Koti
CRM Advisory | Cognizant | IIM Shillong’22
- Role
- Senior Associate - Projects at Cognizant
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Rinku Koti
Rinku is a Functional Consultant at Cognizant, specializing in the Salesforce domain and delivering CRM Advisory Services. With over three years of experience, he has contributed to projects across the Retail, Manufacturing, Communications, and Media industries, helping clients align their business needs with the right technology solutions.Passionate about business process mapping and designing management solutions, thrives in identifying innovative approaches to tackle emerging industry challenges. A recent example of this is his work within the automotive sector, where he pinpointed functional areas for optimization using the Salesforce platform, providing a comprehensive solution that enhances customer experience and drives operational efficiency.
Experience
Senior Associate - Projects
May 2022 — Present · Hyderabad, IN
Supporting global clients on customer service transformation and end-to-end service delivery strategy.• Responsible for customer journey mapping, service delivery model design, KPI definition, and translating business needs into functional requirements.• Designed and implemented Field Service strategy for a global health technology leader, including vendor assessment, cost-benefit analysis, and global rollout planning.• Led optimization of knowledge management for customer support teams, reducing AHT and improving First Contact Resolution through centralized platforms and training solutions.• Enabling omni-channel strategies and digital deflection using Salesforce Service Cloud, ServiceMax, Conversational AI, CCaaS platforms, and integrated knowledge systems.• Adept at stakeholder management across regions (Europe, North America, Asia), conducting workshops to align global and local priorities, and piloting solutions before scaling.• Contributed to RFPs and POVs in Retail, Media, and Life Sciences industries, supporting solution design for Salesforce industry clouds.
Education
Tezpur University
Bachelor of Technology - BTech
2014 — 2018
Indian Institute of Management, Shillong
Master of Business Administration - MBA
2020 — 2022
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.