Made with
Standard Resume
Learn more

Adrian Anandarajah

Head Of Customer Support at Realla
London
|

prem702@gmail.com
Current Interests: Customer Support, Customer On-boarding, Customer Training, Customer Success, Startup Ideation, Customer Development Methodology, Startup Business Strategy, Startup Company Culture, Operations, Management Current Learning: Creating an effective customer support / happiness strategy, Developing strategies on how to best educate / train users, Product iteration & development process, Customer Success strategies for SaaS businesses Current Reading: Intercom on Customer Support (by Intercom), The Sales Acceleration Formula (by Mark Roberge), The Start-Up J Curve (by Howard Love), The Customer Support Handbook (by Sarah Hatter & CoSupport), The Startup Owners Manual (By Steve Blank)
A
A

Work Experience

Realla

Head Of Customer Support
|

Jul 2017 - Current
  • Managing the Customer Support team who are primarily responsible for on-boarding, educating and supporting Realla & RealBase users throughout the United Kingdom
  • Building a world class customer support team
  • Focusing on Customer Success by building relationships with customers and helping them realise the full potential of Realla & RealBase
  • Identifying, nurturing and managing partnerships beneficial to Realla and RealBase users
  • Product evangelist - Helping people to imagine a future with Realla & RealBase, and inspire them to help create that future

Realla

Customer Support Manager
|

Feb 2016 - Jul 2017
  • As the first customer support hire (and the 8th hire at Realla) I helped define what customer support at Realla stands for
  • Being the first port of contact for Realla & RealBase users, I’ve developed a great connection with both our users and members of our crack development team, essentially being the glue between the two. Carefully assessing and passing on feedback to further expand Realla's features & capabilities
  • I’ve created from scratch, knowledge base articles to help users troubleshoot and become expert Realla & RealBase users
  • Developed a coherent on-boarding process to get customers using RealBase quickly and effectively
  • Facilitate and manage RealBase training for new users
  • Training staff on RealBase and scripting product demos for sales and training purposes
  • Support business development team in sales and RealBase trial management

Realla

Customer Support Intern
|

Dec 2015 - Jan 2016
  • Customer Support Intern
  • Knowledge Base Editor
  • Social Media Marketing

mvpLAB

Marketing Co-ordinator
|

Nov 2015 - Nov 2015

Launch22

Community Manager
|

Aug 2015 - Oct 2015
  • Being one of the first interaction points between Launch22 members, mentors and staff
  • Being ultimately responsible for the upkeep of the physical space
  • Assisting the General Manager with promoting interaction in the space
  • Working alongside the Marketing Co-ordinator and Events Co-ordinators
  • Problem solver and wearer of many hats!

Launch22

Marketing Co-ordinator Intern
|

Aug 2015 - Oct 2015
  • Having an understanding of social media platforms and the tools to aid there use
  • Utilise & implement blogging platforms such as Medium
  • Actively contribute to Launch22s’ blog
  • Filming & editing short films using video editing packages e.g. Screen flow, iMovie, Final Cut Pro
  • Knowing how to engage with people online and know how to use social media to communicate with existing and new customers
  • Being creative and goal orientated whilst possessing good organisational skills
  • Creating weekly & monthly analytics reports

Education

University of Kent / University of Greenwich

mPharm Pharmacy
|

Sep 2007 - Jul 2012