Amrit Prakash Email & Phone Number

India

United States

Strategic Oversight: Collaborate with senior leadership to define and execute the strategic vision for Customer Support and Success, targeting a 15% enhancement in support metrics and aligning capacity plans with 80% growth objectives while optimizing manpower efficiency by up to 10%.Departmental Leadership: Architect and lead the development of a comprehensive Customer Success department, including the establishment of advanced KPIs, streamlined process flows, strategic manpower allocation, and rigorous performance reviews to drive excellence and scalability.Leadership and Development: Provide strategic direction and mentorship to the support and success teams, fostering a culture of high performance and continuous improvement. Implement innovative training programs, drive engagement initiatives, and enhance team collaboration to elevate service quality and customer satisfaction.Operational Strategy: Formulate and implement strategic initiatives to ensure the fulfillment of support commitments, including enhancing service levels, optimizing customer experience, and ensuring compliance with organizational standards.Customer Experience Enhancement: Oversee and refine all support-related processes impacting customer onboarding, training, and advocacy, ensuring alignment with strategic goals and the delivery of superior customer experiences throughout the entire lifecycle.Advanced Analytics and Reporting: Develop and utilize advanced analytics to drive decision-making, identify trends, and implement data-driven improvements in support and success operations, ensuring alignment with organizational growth and performance objectives.

United States (Remote)

• Collaborate with company leadership in setting and driving organizational vision designed to accommodate the rapid growth objectives i.e. 15% improvement in support metrics, control cap plan within 80% of growth vs manpower objectives, up to 10% improvement in manpower efficiency, roll out implementations and go-lives within 85% of target deadlines. • Setup a full-fledged Customer Success team in place including creating KPIs, defining process flow, manpower allocation, monitoring and reviewing team activities, • Lead the Support and Success Team of 65 members and 6 members respectively.• Manage support execution. Ensure delivery of our support commitments including day-to-day service levels, customer experience, quality measures, responsiveness, and compliance measures. • Own support-related process and service delivery steps that touch customer onboarding, training/education, customer advocacy, etc. throughout the entire customer lifecycle. Established multiple processes, metrics, and KPIs for the support team.• Led transitioning of entire company CRM from Freshdesk Omnichannel to Zendesk, including negotiations, implementation, training across board and seamless transfer to new platform with zero downtime.

United States (Remote)

• Independently set up support functions of Voice and Chat teams from a technical and delivery standpoint including process, metrics, and review. • Measure and improve support impact and effectiveness by defining and executing operational metrics. Responsible for CSAT and NPS. Turned around by achieving 23% better CSAT and 14% better NPS within two quarters.• Responsible for churn and holding Fortnightly Business Reviews with top US BRANDS like Arby’s, Sonic, Buffalo Wild Wings, Wendy’s. Assigned as a single POC for all Enterprise accounts from an escalation and account management perspective to ensure retention and continued business.• Manage, scale, empower, train, develop, and incentivize our team of support professionals. Responsible for Capacity planning, recruitment, training, upskilling, mentoring, and guiding the team.• Assess needs and requirements in relation to the team and the future of our support structure offering: customer experience, people and capabilities, organization and structure, technology and systems, processes, and ways of working.• Ensure high standards, clear responsibilities, and high-value service impact. • Elevate team performance and overall company impact.

Noida, Uttar Pradesh, India

• Driving the entire vision and delivery of innovative new products to keep the business relevant and competitive.• Conducted market research to identify user need for new products to establish requirements and specifications for existing and new product.• Managed agile product development process and best practices of agile scrum development with lean startup principles from product management point of view• Developed metrics to assess the success of products and features and determine necessary enhancements.• Driven product launch including working with public relations team, executives, and other product management team members.• Collaborated closely with engineering, production, marketing, and channel teams on the development, QA, and release of products and balance of resources to ensure success for the entire organization.• Created product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI.

Gurgaon, India

• Exceeded expectations on quarterly and yearly revenue targets on Annuity Business for enterprise clients with 140% achievement and business in excess of $800k.• Headed Customer Success for a complete portfolio of clients including B2B, B2C, Government and Education.• Handled Operations portfolio and driven team productivity by 50%.• Handled and managed customers at client locations across India.• Positively achieved Operational Enhancement, Process Improvement & Manpower Optimization to improve Net Margins on various projects.• Cost Reduction by up to 28%, Time Cycle Improvement by 2x & 100% automation of processes.• Client Orientation on Workflow Management, ensured smooth Transitions, Business & Tech Operations.• Achieved topline rating during CSAT Q to Q, improved ratings from 55% to 90%.• Implemented OKR structure in the organisation and played key role for CRM execution.• Handled end to end operations for top enterprise clients including front line communication, troubleshooting, escalation management, solutions with all stakeholders.

Agra, Uttar Pradesh, India

• Single-handedly managed retail sales outlet for multi-brand hardware, software and networking products.• Setup and profitably run Franchise Outlet for “Club Laptop – The Laptop Repair Specialist” and “Re-Feel – The Pioneers in Cartridge Refilling” for Agra region. Achieved status of Top Performer franchise across India.• Successfully Managed Authorized Service Outlet for Six brands and efficiently managed Complete Workflow to meet Weekly Performances of 90%+ consistently.• Provided Business Consultancy Services for setting up multiple stores in co-operation with Master Franchise. Played a key role in setting up 5+ stores independently.• Led a team of certified engineers for troubleshooting, maintenance and topline customer experience.• Initiated transformative IT policies designed to harden system security, including enhanced measures for password requirements and user access.• Maintained a team of dedicated, technologically proficient staff to provide competent and satisfactory service for all related brands. • Demonstrated outstanding customer service skills, consistently receiving ratings above 95% on client satisfaction surveys.• Efficiently led and managed complete service workflow to meet weekly performances of above 90%.• Skilled problem-solver able to communicate with all levels.

Agra, Uttar Pradesh, India

• Driven target-oriented sales being Authorized Registered Partner with Dell India Pvt. Ltd. for Commercial Segment.• Delivered multiple corporate and Government accounts for back to back commercial sales.• Experience of complete supply chain process including lead generation, pre-sales, product/ solution pitching, order closure, logistics, installation, post-sales.• Efficiently handled DGS&D business and GeM business and outperformed yearly targets.• Managed Authorized Registered Partner with Dell India for Consumer Segment. Handled consumer segment product flow in sync with market needs and requirements.• Accountable for maintaining key business applications and systems. Partner with senior leadership to guide short- and long-range technology planning. Plan, coordinate and execute hardware and software upgrades. • Cultivated and maintained relationships with IT vendors. Evaluate, monitor and enhance IT infrastructure with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity.• Established performance goals for each department and provided feedback on methods for reaching those milestones.

Mumbai/ Usa/ Malaysia

• Successfully cleared industry-specific training in Malaysia and the United States of America with high merit. • Performed critical jobs included traveling to various oil rigs across Bombay High to conduct jobs using specialized computer software and hardware. • Also worked with explosives during jobs. Complete in charge of the entire operation and also of the rig during job time. • Responsibilities included job planning, tool arrangement from the field, rig co-ordination, planning, pre-checks, regular crew training and motivation, upkeep of all hardware on the rig and regular communication and coordination with base to fulfill all gaps.

Agra/ Noida

• Single-handedly maintained outcalls and dedicated support to government customers and banks.• Successfully completed multiple bank installations and deployments.• Handled complete logistics and material inflow, outflow in charge of the Agra branch. • Trained in HCL Noida Head Office for one month.

Mba, It + Marketing

Bachelor'S Degree, Arts

Diploma In Electrical Engineering, Electrical Engineering

Intermediate, Science

Schooling, Science