Kaustubh Shukla
About Kaustubh Shukla
Kaustubh Shukla is a Manager of Support and Release at RaceTrac, with a background in technical consulting and support management at various companies including JDA Software and HCL America. He holds an MBA from the University of Mumbai and a Bachelor's degree in Engineering from Regional Engineering College, Calicut.
Current Role at RaceTrac
Kaustubh Shukla serves as the Manager of Support and Release at RaceTrac, a position he has held since 2021. In this role, he leads the Support and Release processes for the Digital Guest Experience team. He manages these processes through two vendors in Microsoft's Azure environment, ensuring efficient operations and service delivery.
Previous Experience at JDA Software, Inc.
Kaustubh Shukla worked at JDA Software, Inc. (now Blue Yonder) for a total of 12 years in various roles. He began as a Senior Technical Consultant from 1997 to 2002, then transitioned to Manager of Consulting Services from 2002 to 2006. After that, he served as Technical Manager for PRM Product Development from 2006 to 2012, and finally as Senior Support Manager from 2012 to 2018. His roles involved managing global customer support for complex Pricing & Revenue Management Solutions.
Experience at HCL America, Inc.
From 2018 to 2020, Kaustubh Shukla worked as a Senior Support Manager at HCL America, Inc. in Atlanta, Georgia. In this role, he focused on enhancing customer support operations and ensuring effective service delivery during his two-year tenure.
Educational Background
Kaustubh Shukla earned a Master of Management Studies (MBA) with a focus on Finance from the University of Mumbai, studying from 1987 to 1989. He also holds a Bachelor's degree in Engineering from Regional Engineering College (now NIT) - Calicut, where he studied from 1981 to 1986.
Achievements in Customer Support
Throughout his career, Kaustubh Shukla has achieved significant milestones in customer support. He attained 99% SLA compliance on Case Management and a customer satisfaction score of 98% for closed case surveys. These results were achieved through mentorship and training of a global team of analysts, demonstrating his commitment to high-quality service.