Amit Patel Email & Phone Number

San Antonio, Texas, United States

• Reduced Resolution times from 11.88 days to 7.53 days in first 12 months as department head
• Launched a true 24/7 Support offering resulting in a 333% growth in the number of clients signing up or upgrading to Expert (highest level of Support) level
• Instrumental in maintaining year after year renewal rates of more than 95%
• Launched highly successful Upsell initiative that resulted in $1MM towards Sales’ 2020 yearly revenue
• Consistently improved team’s NPS & CSAT year after year by investing in team and offering IT, Product and emotional intelligence training(2016: 66.72 / 91%, 2017: 67.49 / 93%, 2018: 75.03 / 94%, 2019: 79.49 / 94%.

San Antonio, Texas, United States

• Handled 3 - 4 client escalations a week quickly and effectively around the globe from large enterprise clients including Director and C-level executives; leading to high customer retention
• Developed processes within the team to improve communication and organized team building events to instill a team mentality versus a support center island mentality
• Improved the Timeliness and Commitment categories of team's CSAT rating by 6 and 5 percentage points respectively after encouraging regular client contact by implementing a RED policy where cases turned red if the.
• Liaison between Development, Product Management, Professional Services and Sales to share trends, identify product checkpoints and correct product defects
• Boosted the Care and Urgency categories of team’s CSAT rating by an average of 4 and 5 percentage points respectively by continuously coaching team on proper phone and e-mail etiquette
• Performed half-way and annual performance reviews listing the goals (growth) and objectives of all 10 members of the team to demonstrate and shift team’s mindset to a growth mindset

San Antonio, Texas, United States

• Provided escalated and dedicated problem resolution as a technical Client Success Manager to VIP clients (top 10 by total spend) who struggled with the application or were experiencing prolonged bouts of instability
• Provided daily updates to key stakeholders on both sides that defined the efforts performed for the day along with highlighting next action items to clearly specify ownership and status of cases
• Worked with VP of Engineering to not only resolve multiple issues for a soured VIP client but also captured requirements to help benefit our application resulting in client keeping their business with us and spending.
• Worked with VIP clients to get a better understanding of their relevant business challenges (risks and needs) while functioning as a trusted advisor for “best practices” and driving adoption of Globalscape solutions
• Worked with Product Management team on adding additional logging to application that helped the Support team and our clients be more proactive (versus reactive) on issues
• Performed case review of top accounts to assess any failures or improvements needed within the team or organization as a whole

San Antonio, Texas, United States

• Provided escalated and top-level technical assistance to all clients including internal stakeholders
• Researched, resolved and documented technical support cases (difficult to advance) that are escalated from the Level 1 and Level II Teams as needed
• Troubleshot system configurations, replicated client networks and system environments to aid in ultimately brining resolution to escalated cases
• Communicated with the Engineering, Product Management and QA departments via StarTeam and/or TFS regarding bugs and follow up to make sure fixes are received, merged and tested
• Advised Product Managers on market requirements arising from product problems identified through technical support calls with clients
• Provided standby support for Primary on-call support and Backup on-call support for Platinum levelclients on a rotational basis

San Antonio, Texas, United States

• Diagnosed and provided timely problem resolution and/or guidance to basic and intermediate issues caused by misconfiguration (user error), environmental factors (network infrastructure, file storage or OS), or external.
• Diagnosed, reproduced and provided step-by-step workarounds for most product defects or limitations in an effort to limit the overall business impact to our clients
• Provided pre-sales support and technical services to Sales team and prospective clients as needed
• Provided standby support for all Platinum level and paid afterhours support on a rotational basis
• Developed KB template and drafted many KBs on challenging issues that required extensive research and analysis to help team increase their knowledge and improve overall resolution time
• Spotted and identified opportunities for continued learning for Level I analysts to increase the department’s overall first call resolution stats