Subramanya BS

Operations Associate

Bengaluru, Karnataka, India18 yrs 6 mos experience

Highly Stable

Key Highlights

14 years of customer service experience.
Proven track record in escalation management.
ITIL V3 Certified Professional.

Stackforce AI infers this person is a Customer Experience Management expert with a focus on service excellence.

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Skills

Core Skills

Customer Relationship ManagementProject ManagementOperations ManagementCustomer Support

Other Skills

Escalation ManagementTeam ManagementCustomer SatisfactionTrainingProcess DocumentationCustomer RetentionNPS AnalysisProcess ImprovementVendor ManagementPerformance ManagementPeople ManagementTechnical SupportService DeliveryITILHP Products

About

A versatile, high-energy, customer obsessed professional with the distinction of executing tasks and projects within strict time schedule, cost & quality CORE COMPETENCIES Customer Advocacy Escalation Management Project Management Operations Management People Management Process Enhancements Vendor Management Cross-function relation Analytical Skills CORE STRENGTHS Customer excellence Stress resistance Eager to learn Adaptability Teamwork Communication Problem-solving abilities Persuasion Self-Motivated PROFILE SUMMARY • Nearly 14 years of experience in customer service, escalation management, customer onboarding with over 7 years of experience in team management, people management, vendor management, project management, account expansion, churn, and retention analysis • Regular analysis of NPS • Strong customer service skills with passion towards customer and service excellence • Manage high-level client escalations in a professional manner, through acute analysis and strong decisive problem-solving skills • Create a dynamic environment that promotes teamwork, collaboration, cohesive team effort and open communications • Efficient organizer, motivator, team player and a decisive leader with effective influencing, negotiation, and people management skills • ITIL V3 Certified Professional

Experience

Aspire

Operations

Apr 2022 – Present · 3 yrs 11 mos

Hp

4 roles

Customer Relationship Management Team Lead

Promoted

Aug 2015 – Apr 2022 · 6 yrs 8 mos

Key Result Areas:
Acting as a final point of contact for a customer base varied from consumer to commercial segments to own, manage and resolve business & service escalations, to attain recovery
Recruiting, leading, training & monitoring performance of team members to maintain customer and service excellence in the operations
Adopting Best practices and implementing measures to maximize customer satisfaction level
Aligning with the teams to reduce Pain points and to drive Adoption and customer satisfaction and achieve business objectives and presenting QBR’s to customers and Executives
Preparing Training, Process documentation and SOP’s to enhance problem solving skills
Advocating customer requirements and expectations
Reducing Churn and increasing customer retention
Assisting the Sales Team with Retention, New customer acquisition and customer onboarding, by promoting upselling and down-selling
Offering quality and economical solutions beyond Contract terms to enhance customer loyalty and to encourage Referrals, considering customer advocacy and brand reputation
Defining, measuring & controlling customer success through analysis via Quality tools and successful projects
Analyzing NPS, preparing Actionable data based on the Product Data and sharing with the front-line teams. Sending Reminders until the corrective actions are taken
Highlights:
Project Complaints Reduction – Oct ‘16: Reduced the count by 50% by FY17 exit
Project SNPS Improvement – Apr’ 20: 26 points improvement by F20 exit
Project Refund TAT Improvement – Apr’ 21: Reduced the TAT from 7 days to 2 days
Business Process Outsourcing to Wipro – Feb ‘16: Onsite visit to Wipro Kolkata to train the client and to lead the transition. Managed the partner's performance, process changes & KPI's
Agency Contractors – May ’19: Handled hiring of Contingency Workers. Managing SOW and Billing. Managing CW training, onboarding, and day-to-day operations

Customer Relationship ManagementEscalation ManagementTeam ManagementCustomer SatisfactionTrainingProcess Documentation+3

Customer Relations Manager

Promoted

Jun 2013 – Aug 2015 · 2 yrs 2 mos

Delivered high quality technical support, customer support & escalation support to global
customers, partners & internal teams
Engaged in delivering difficult messages to customers in a confident & compassionate way
Escalated cases until resolution by using technical resources & coordinating with Technicians
Provided information on latest product features & solutions, operational advice & assistance
Escalated customer issues in a timely manner to ensure resolution at the earliest
Acted as MOD (Manager on duty) and ensured to bring down the customer dis-satisfaction level
Acted as part of SIP (Service Improvement Program) team for minimizing case escalations
Administered any critical situations for customer by coordinating with Account Manager (AM),
Escalation Manager, Operations Manager of the region for quicker resolution of the issue
Performed NPS Analysis to improve Customer Satisfaction and provide feedback
Offered call & chat support for Front-line technicians in case of troubleshooting challenges
Handled a Sales Team to drive up selling & down selling. Trained new hires on selling skills

Technical SupportCustomer SupportEscalation ManagementNPS Analysis

Remote Escalation Specialist

Jan 2010 – Jun 2013 · 3 yrs 5 mos

Acted as part of SIP (Service Improvement Program) team for minimizing case escalations
Administered any critical situations for customer by coordinating with Account Manager (AM),Escalation Manager, Operations Manager of the region for quicker resolution of the issue
Performed NPS Analysis to improve Customer Satisfaction and provide feedback
Offered call & chat support for Front-line technicians in case of troubleshooting challenges
Handled a Sales Team to drive up selling & down selling. Trained new hires on selling skills

Technical SupportCustomer SupportNPS Analysis

Lead Technical Specialist

Oct 2007 – Jan 2010 · 2 yrs 3 mos

Key Result Areas:
Delivered high quality technical support, customer support & escalation support to global
customers, partners & internal teams
Engaged in delivering difficult messages to customers in a confident & compassionate way
Escalated cases until resolution by using technical resources & coordinating with Technicians
Provided information on latest product features & solutions, operational advice & assistance
Escalated customer issues in a timely manner to ensure resolution at the earliest

Technical SupportCustomer Support