Harshitha B K Email and Phone Number

In my role, I focus on driving service quality improvements across global support teams by leveraging data insights and coaching initiatives. My mission is to foster customer success and help global teams elevate member experience. Service Quality Analysis and evaluation: Evaluate support representative's performance using signals from engineering teams, Salesforce reports, Power BI, and coaching data. Partner with managers to identify areas for improvement and ensure effective… Show more In my role, I focus on driving service quality improvements across global support teams by leveraging data insights and coaching initiatives. My mission is to foster customer success and help global teams elevate member experience. Service Quality Analysis and evaluation: Evaluate support representative's performance using signals from engineering teams, Salesforce reports, Power BI, and coaching data. Partner with managers to identify areas for improvement and ensure effective case evaluations and coaching.Service Quality Coaching: Actively participate in monthly calibration sessions with senior managers and business leaders to share insights and trends from quality evaluations. Use Power BI to inform data-driven decision-making.Global Project Implementation: Spearheaded the design and implementation of an automated email generation project for quality evaluation form completion across 8 Lines of Business, ensuring a smooth global rollout and significant milestone for the team.Stakeholder Management: Cultivate strong relationships with global support managers, product owners, and cross-functional teams to drive improvements in customer experiences, product launch, monitoring product quality by targeted evaluations, and organizational performance.Team Leadership & Operational Performance ManagementVendor Program Oversight: Led a vendor program with contractors, tracking their performance, providing regular feedback, and ensuring they meet key deliverables.Coaching & Development: Involved in continuous coaching and training to improve team performance and ensure alignment with quality standards. This includes managing regular feedback sessions, providing guidance, and leading calibration meetings with senior leadership to align on performance expectations.Win back clients through high-level escalations to upsell contracts. Product runs to adjust terms, collaborating with Deals Desk & Sales for successful renewals. Show less

In my role as a Sales Solution Consultant at LinkedIn, I worked closely with enterprise clients to drive the success of LinkedIn’s Sales Navigator product. I provided tailored solutions to address client inquiries and analyzed their business needs, ensuring exceptional support and satisfaction.Delivered exceptional support to Sales Navigator clients by analyzing their business needs, addressing product inquiries, and providing tailored solutions to enhance their experience and drive… Show more In my role as a Sales Solution Consultant at LinkedIn, I worked closely with enterprise clients to drive the success of LinkedIn’s Sales Navigator product. I provided tailored solutions to address client inquiries and analyzed their business needs, ensuring exceptional support and satisfaction.Delivered exceptional support to Sales Navigator clients by analyzing their business needs, addressing product inquiries, and providing tailored solutions to enhance their experience and drive product adoption.Onboarding and Training: Led the onboarding and training of new hires and contractors, ensuring they were equipped with the knowledge and resources to excel in their roles and align with company standards.Contract Renewals & Upselling: Negotiated with clients to renew or upgrade their Sales Navigator subscriptions, including transitioning clients to higher-tier plans with additional features like CRM integrations (e.g., HubSpot, Salesforce), ensuring that customer needs were met while maximizing revenue.Content and Knowledge Management: Contributed to the continuous improvement of the Global LSS SharePoint by updating, modifying, and removing outdated content ensuring resources were current and accessible.Collaboration with Engineering: Worked closely with the engineering team to maintain a SharePoint system that tracked active, closed, and unresolved bugs within the Sales Navigator support business line, streamlining issue resolution.Issue Escalation and Resolution: Ensured timely escalation of complex issues to relevant internal teams and management, facilitating quick resolutions and minimizing disruptions for clients. Show less

In my role, I focused on ensuring adherence to established rules, regulations, policies, and procedures by evaluating processes, reporting violations, and recommending corrective actions. I collaborated with cross-functional teams to enhance operational efficiency, drive process improvements, and maintain compliance.Key Responsibilities:Rule Violation Reporting: Identified and reported violations of rules, regulations, and policies by evaluating processes and recommending the… Show more In my role, I focused on ensuring adherence to established rules, regulations, policies, and procedures by evaluating processes, reporting violations, and recommending corrective actions. I collaborated with cross-functional teams to enhance operational efficiency, drive process improvements, and maintain compliance.Key Responsibilities:Rule Violation Reporting: Identified and reported violations of rules, regulations, and policies by evaluating processes and recommending the initiation of corrective actions or investigative procedures.Product Classification: Classified products according to standard operating procedures (SOP) to ensure consistent and accurate product categorization.SOP Adherence: Followed SOP and management instructions meticulously to maintain compliance and streamline operations across teams.Process Improvement: Actively contributed ideas and recommendations for process improvements to enhance efficiency, quality, and overall customer experience.Stakeholder Communication: Responded to stakeholders with guidance on process updates and flagged critical changes to Lead/Manager to ensure alignment and transparency.SQL Data Management: Utilized SQL scripts to retrieve and analyze data, modify erroneous calls, and take corrective actions, ensuring data integrity and accuracy in operational processes. Show less

As a Technical Support Engineer at HP Inc., I provided comprehensive and high-level technical support for enterprise clients, specializing in troubleshooting complex hardware, software, and network issues related to HP’s commercial desktops, laptops, and tablets. This role required a keen ability to troubleshoot and resolve a variety of technical issues, ensuring optimal performance and customer satisfaction.Key Responsibilities:Advanced Hardware & Network Troubleshooting:… Show more As a Technical Support Engineer at HP Inc., I provided comprehensive and high-level technical support for enterprise clients, specializing in troubleshooting complex hardware, software, and network issues related to HP’s commercial desktops, laptops, and tablets. This role required a keen ability to troubleshoot and resolve a variety of technical issues, ensuring optimal performance and customer satisfaction.Key Responsibilities:Advanced Hardware & Network Troubleshooting: Utilized HP remote access tools to diagnose and resolve critical hardware and network issues. This involved identifying failures, conducting hardware stress tests, and ensuring seamless connectivity for enterprise clients. Cross-Sell & Upsell Contract Negotiations: At HP, I was involved in cross-selling software packages, accessories, and upgrades, as well as transitioning clients from offline to online support contracts, optimizing customer value and generating increased revenue.·   Contract Change & Pricing Negotiations: Worked directly with clients to adjust contract terms and pricing plans, ensuring that customer requirements were met while balancing HP's revenue goals. This involved extensive collaboration with sales teams to ensure successful contract renewals and client satisfaction.Escalation & Client Retention: Acted as the primary escalation point for high-revenue clients, resolving complex issues efficiently. My focus on fast, accurate resolutions helped maintain client satisfaction and prevent service disruptions, reinforcing long-term relationships. Quality Assurance & Customer Experience: Worked with the Customer Experience team to consistently achieve high Net Promoter Scores (NPS) by delivering top-tier customer support, emphasizing effective communication, and aligning solutions with client needs. Show less