John Rajkumar Email & Phone Number

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Job ProfileDefine and implement processes for the Customer Support Team.Setup team to run 24/7 from 24/5. Plan staffing according to ticket volume analysis.Manage team performance and ensure maximum customer satisfaction and minimal response times.Define KPIs for the team based on current trends.Working with vendors to identify the best chat process/bots to ensure ticket deflection.AchievementsWorked on and fine-tuned MIS and performance indicator reports and… Show more Job ProfileDefine and implement processes for the Customer Support Team.Setup team to run 24/7 from 24/5. Plan staffing according to ticket volume analysis.Manage team performance and ensure maximum customer satisfaction and minimal response times.Define KPIs for the team based on current trends.Working with vendors to identify the best chat process/bots to ensure ticket deflection.AchievementsWorked on and fine-tuned MIS and performance indicator reports and implemented process improvements and improved ticket turnaround times and customer satisfaction.Setup a Technical Account Management team within support to focus on Chargebees enterprise customer base. This enabled us to provide a white-glove service for our high-value customers.Engaged with high value escalated customers. Engaged with them on technical issues and use-cases and ensured the right people within the company worked for the customer. Implement RAG status reports as a standard practice to keep the customer updated and internal teams focused.Implemented employee performance review process with well defined KPIs, review processes and performance-based incentives.Expanded customer support agents to work on other projects within the company. Customer Support was involved in technical sales calls and with the growth team. Personally attended the first wave of calls to ensure the process was implemented well and monitored for constant improvement. Show less

Hyderabad, Telangana, India

Job ProfileManage a team of Support/Programmers working on a content management tool names Sitefinity.Monitor KPIs and ensure we are ahead of the curve.Present team performance statistics to Global Heads on a monthly basis.Ensure the team is engaged in knowledge development and product development projects.Worked with Global Teams to set up reporting requirements.AchievementsAchieved 100% CSAT with the junior most team in the Support Department while maintaining high… Show more Job ProfileManage a team of Support/Programmers working on a content management tool names Sitefinity.Monitor KPIs and ensure we are ahead of the curve.Present team performance statistics to Global Heads on a monthly basis.Ensure the team is engaged in knowledge development and product development projects.Worked with Global Teams to set up reporting requirements.AchievementsAchieved 100% CSAT with the junior most team in the Support Department while maintaining high ticket volumes. Show less

Chennai Area, India

Led the formation of the training department for the ADP Center of Excellence (CoE). The CoE comprises of Global Service Teams for ADP’s leading HCM solution iHCM, which caters to clients across EMEA countries. Created a training program that reduced associate on-boarding time from 2 months to 3 weeks. Trained associates were well equiped with product knowledge and equiped to handle clients and challenges of the service desk. Trainied Sales and Implementation teams from Germany… Show more Led the formation of the training department for the ADP Center of Excellence (CoE). The CoE comprises of Global Service Teams for ADP’s leading HCM solution iHCM, which caters to clients across EMEA countries. Created a training program that reduced associate on-boarding time from 2 months to 3 weeks. Trained associates were well equiped with product knowledge and equiped to handle clients and challenges of the service desk. Trainied Sales and Implementation teams from Germany, Netherlands, Italy and Romania in readiness for the EMEA launch of iHCM. Implemented continuous learning for service desk associates building SMEs’ and ensuring the team is aware of developments in payroll legislation and software changes. Created a knowledge repository, keeping the CoE aware of standard procedures, trending issues, legislation changes and software improvements. Show less

Chennai Area, India

Led the formation of the iHCM Service Desk from inception. Was tasked with setting up the support process, the CRM tool (Siebel), recruiting, training and on-boarding associates for the team. The team grew from a 2 associates to 30 within the span of a year. Trained and skilled associates such that a Tier 1 team was developed to handle inbound phone and email queries. Tier 2 & 3 teams were setup to handle client escalations, priorities and complex issues. Conducted process improvement… Show more Led the formation of the iHCM Service Desk from inception. Was tasked with setting up the support process, the CRM tool (Siebel), recruiting, training and on-boarding associates for the team. The team grew from a 2 associates to 30 within the span of a year. Trained and skilled associates such that a Tier 1 team was developed to handle inbound phone and email queries. Tier 2 & 3 teams were setup to handle client escalations, priorities and complex issues. Conducted process improvement sessions to identify areas of improvement. Based on this I implemented changes which resulted in,o Over 80% of client queries addressed in 2 days, up from 60% within a 4 month span.o Client satisfaction scores started trending in the positive.o Reduced case back log by 60% over a span of 6 months. Conducted meetings with high profile clients and acted as single point of contact to manage their expectations providing excellent service. Some clients I worked with are Canon, DHL, KONE and Communisis. Conducted daily meetings with internal stake holders to define priorities ensuring they were addressed in a timely manner. Coached and mentored team members in client management, process improvement, time management and support methodologies, growing a strong team of associates well versed in working and managing a service desk with a focus on client satisfaction. Show less

Chennai Area, India

Managed the Service Desk for ADP UK’s HR solution, HR.net.• Oversaw transition of team from part to 100% off shore to reduce costs and increase company revenue, whilecontinuing to maintain high service levels.•Managing Client and Support Desk escalations. Worked with client tounderstand expectations and requirements and delegate tosuitable resources. Monitored progress, provided client with updatesand ensured client received expected results.•Created reports on… Show more Managed the Service Desk for ADP UK’s HR solution, HR.net.• Oversaw transition of team from part to 100% off shore to reduce costs and increase company revenue, whilecontinuing to maintain high service levels.•Managing Client and Support Desk escalations. Worked with client tounderstand expectations and requirements and delegate tosuitable resources. Monitored progress, provided client with updatesand ensured client received expected results.•Created reports on Service Agent performance. Built dashboardto display Agent/Team analytics to management and individualagents. Show less

Chennai Area, India

- Provided technical support to global customer that entailedWorkflow Processing, SQL Server Management, Trouble shootingand Software Implementation.- Managed and approved Knowledge base articles for team

M.Sc, Communication And Signal Processing, A

Bachelor Of Engineering (B.E.), Electrical, Electronics And Communications Engineering, First Class