Nov 2022 – Jan 2023 · 2 mos · Chennai, Tamil Nadu, India · Remote

• Provided consultancy services to multiple to enhance their customer support, tech support, and customer success operations.
• Advised on strategies to streamline support processes, improve response times, and enhance customer satisfaction.
• Collaborated with cross-functional teams to identify areas for improvement and implement solutions to optimize operations.
• Conducted assessments of existing support structures and provided recommendations for enhancements.
• Assisted in the development and implementation of training programs to upskill support staff and improve overall performance.
• Provided technical support to customers via phone and emai, troubleshooting issues related to
• (Documented support in CRM led Political Advisory ,ICIMS & Share and Derivative) iteractions and solutions in the knowledge base for future reference.
• Collaborated with engineering and product teams to identify and resolve product defects and usability issues.
• Contributed to the development of support documentation, including FAQs, troubleshooting guides, and knowledge base articles.

Apr 2021 – Jun 2022 · 1 yr 2 mos · India

• Key Responsibilities:
• 1. Increase CSAT year on year. Increase promotors and decrease detractors
• 2. Champion the customer throughout the regional business, balancing customer needs
• with business requirements and presenting a compelling case for internal change and
• improvement
• 3. Champion the customer service department. This entails assessing and managing the
• customer service team to continually improve processes and outcomes
• 4. Measuring and reporting. Agree priorities and standards and then manage the CS team
• to deliver them
• 5. Manage all customer service processes, remembering that we are becoming more
• proactive and engaging customers earlier in the buying cycle.
• 6. Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
• 7. Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Human Resources on all employment issues.
• 8. Training. Ensure continual upskilling in customer services through evaluation,
• development and training of staff
• 9. Specific tasks (not an exclusive list, but indicative)
• 1. produce a monthly score card and attend monthly board meeting, contribute to
• wider business priorities.
• 2. manage Subcontractors including continual performance measurement and
• reporting
• 3. manage the out-of-hours process and ensure adequate cover is in place at all
• times.
• 4. monitor NHBC resolutions and highlight trends where relevant
• 5. escalated customer issues, act promptly and where necessary action a root cause analysis and a fix on war footing
• 10.TAT and SLA adherence
• 11. Knowledge Base maintenance
• 12.Attend schedule and adhoc calls on Product development OR bugs with engineering and Product team as and when required.
• 13.C-suite engagement on a weekly basis

Oct 2020 – Feb 2021 · 4 mos · Bengaluru, Karnataka, India

• Launching LMS/eTesting Transition Project - Pilot.
• Create items in connector for LMS.
• Migrate the training history from e-testing to LMS.
• Create training in LMS.
• Create Training Plans.
• Building the team from scratch by creating SOP's to govern training plans and supporting customers seamlessly.
• Meeting with Functional Heads to develop training plans.
• Create individual training plans for each Sales Rep.
• Collaborate with RSM for sign off on Reps Training Plan.
• Collaborate with and sign off on RSM's Training Plan.
• LMS Administrator.
• Training on LMS for use.
• Assign Roles, Launch Training.
• Communications.
• Choosing the correct CRM Vendor for better transition of a Support Ticket from Support to Engineering Via JIRA workflow.

Mar 2016 – Sep 2020 · 4 yrs 6 mos · Bangalore

• Provide superior technical support and service to the VMware customer base
• Responsible to manage a highly skilled technical support team comprising of 15 -20 Technical Support Engineers
• Do regular 1 To 1 with direct reports to gauge employee satisfaction and also to drive corrective actions at the same time get involved in what is best for them to grow within the organizations thus acting as a retention catalyst
• Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
• Manage and develop the support teams, including hiring, professional development and proactive project work
• Hiring Top Talents and engage in conducting yearly Appraisals and Bonus for direct
• Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
• Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
• Lead and/or being involved in Global Strategic Initiatives
• Work with VMware's engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

Feb 2015 – Mar 2016 · 1 yr 1 mo · Bangalore

• Manager - Client Success
• Role Objectives
• The Customer Success Team retains VMware's customers by making them incredibly successful with our products and data.
• As a leader on this team I manage and help my team members grow who are focused
• on a specific segment of accounts. I'm also responsible for the success of the team in delivering results for client
• adoption and engagement, satisfaction, and account retention. In this role, members of the team prioritize effective
• strategies to help our customers become and feel successful. We partner with Leadership throughout the Customer
• Success and Sales Organizations across Geographies in the course of leading a high-performing customer retention team.
• Responsibilities
• Manage a team of Customer Success Specialists/Account Managers
• Hire and onboard new team members who will quickly become BAU FTEs
• Execute on department-level goals, including churn reduction, product adoption, user engagement, customer satisfaction, and team growth/development.
• Maintain/develop a deep understanding of our products and industry knowledge to be able to guide the team through difficult customer engagements. Participate directly in customer meetings when needed.
• Partner closely with sales leadership for our segment and geography to align goals and incentives for the overall health of VMware's business.
• Identify gaps in our services and contribute to development of systems, tools and behaviors to fill those gaps.

Jan 2014 – Jan 2015 · 1 yr · Bengaluru Area, India

• Team Management
• Appraisal Management
• Vendor Management
• Project Management
• Process Management
• Automating Process to reduce manual intervention
• Aligning data with real numbers to meet revenue deliverables
• Staffing and Capacity Planning

Jan 2012 – Jan 2014 · 2 yrs · Bangalore

• Generating MIS, handling team and ensuring CSAT in place and ensuring BCP in place to meet the SLA with optimum staffing for business needs, also working as a change agent in process improvement and working on process KPIs and working with the bottom 20% to bring them up the ladder are some of my key attainments with client interaction over the phone and through VC to resolve critical queries and bottlenecks.
• An Assistant Manager Operations currently with close to 3 years of supervisory/lead experience , six sigma yellow belt certified & green belt trained with a project done on reduction on TAT.

Nov 2005 – Jan 2012 · 6 yrs 2 mos · Bangalore

• Doing call coaching, handling team and ensuring CSAT in place and ensuring BCP in place to meet the SLA with optimum staffing for business needs, also working as a change agent for make use of idle resources to maximize efficiency.Handled appraisal for reportees and guided them to adhere to or construct a Performance development plan to reach their desired goals inside the organization.Achieved deliverable and exceeded them in terms of up-selling and rendering customer services at its apex.

Jun 2004 – Mar 2005 · 9 mos

• Inbound customer service calls and Upselling products after giving a "wow" service to the customer.
• Highest Revenue earner for a Quarter award from the Clients.
• Troubleshooting ISP customers through chat support