- Contributed to setting up a team of L3 support engineers in Nearshore and offshore locations- Allocated resources effectively to provide round-the-clock support and monitored project budgets toensure cost control- Developed and implemented standardized technical support processes, resulting in reduced responsetime (by 57%), resolution time (45%) and increased customer satisfaction- Fostered strong relationships with stakeholders including senior management, cross-functional teams and external vendors- Established a proactive support approach, conducting regular check-ins with the client to identify potential problems and provide timely resolutions- Led a team of 24 L3 support engineers in two geographies and mentored technical support teams,fostering a collaborative and high-performance work environment- Created SOP, comprehensive user manuals and knowledge base articles to troubleshoot common POSsystem issues independently- Defined and implemented performance metrics (KPIs) aligned with the project goals

- Evaluated & implemented LMS for all training needs, resulting in a 40% reduction in new hire & refresher training costs- Identified & evaluated external learning partners and renegotiated contracts to optimize costs leading to a savings of over 30%- Onboarded & administered 6000+ learner accounts in LMS. Spearheaded the LMS end-to-end activities including course creation, testing, launch campaigns & technical support- Worked with the HRBPs & Business Unit Heads and identified the training needs as per the competencies for each critical role across different business functions- Designed custom learning journeys for Sales, Customer Service, Engineering, Product, Design & Analytics teams in collaboration with the learning partners and launched 25 plus training initiatives through the virtual training & the LMS platform- Contributed to launching new learning initiatives like collaborative & peer-to-peer learning, webinars from external speakers, etc. for 2000+ employeesPerformed Training Needs Analysis with the performance appraisal data and initiated training interventions across all the business functions to increase productivity & process efficiency

- Achieved revenue of over 1 crore through new sales, renewals & upsell opportunities- Successfully onboarded six new customers to the platform as per 30 to 90 days implementation plan- Increased product adoption by focusing on usage metrics resulting in a 64% increase in learner engagement- Spearheaded in setting up and leading the customer service and customer success process- Lead pilot activities across India, APAC & US region. Delivered platform demo & training for the L&D team and administrators of 10 plus customers- Partnered with the Product Managers and QA engineers and supported them in User Acceptance Testing of the LMS platform for over 20 plus new builds/versions to ensure the platform stability- Fielded customer complaints and facilitated negotiations & issue resolutions within the defined SLA & TAT ensuring a CSAT score of 87%- Provided monthly insights to the product team and played a pivotal role in enhancing the UI/UX for increased user experience

- Worked as an independent consultant for Schools in the K-12 domain (Hardware and Software)- A freelance trainer responsible for enhancing the usage of digital content in the classroom

- Coached and mentored a team of 5 Customer Relation Managers, 70+ Resource coordinators, and 700+ Active and delinquent accounts- Installed Digital content in 500+ classrooms in many cities of Karnataka & Maharashtra, Gujarat & Chhattisgarh- Achieved overdue receivables to the tune of 7 crore against the target of 4 crore- Coordinated with the Sales team for conducting demos that led to revenue generation worth 1.4 crore- Resolved the technical queries within SLA and was successful in bringing down the TAT from 38 days to 14 days- Teamed up with the sales function and identified the target market for selling the new digital content ecosystem

- Trained 22000+ Teachers' on various digital products- Facilitated workshops for Teachers on the usage of K-12 Digital content software, PowerSchool ERP (Student Information System software), English Language Lab- Generated a business of more than two crore through K-12 digital content demos in schools- Accelerated Impact study program in 100+ educational institutes to identify the content usage gaps and designed a customized refresher training program for each of the customers resulting in a 63% increase in content usage- Liaised with the stakeholders and reduced the issue resolution & reverse logistics time from 60+ days to 28 days- Developed an Assessment portal for the Teacher Certification program and re-vamped the certification criteria

- Managed 180+ educational institutes (Schools/Colleges) and ensured smooth functioning of ICT solutions in South India- Coached a team of 120 Resource Coordinators for optimum use of Digital solutions & timely closure of complaints- Supervised the support process with the outsourced partners for timely service and resolution of technical issues within the 30 days- Collaborated with the Sales team for upselling and cross-sell opportunities and generated a revenue of more than 1.5 crore

- Conducted digital content platform workshops for 80 plus teachers’ which in turn led to an increase in content usage by 18%- Coordinated with the core subject teachers' and mapped digital content from Grade 5 till Grade 10 as per ICSE curriculum- Handled ICT solution hardware components and K-12 content software deployed- Monitored the content usage metrics and organized refresher training every month