Mohan Babu T G Email & Phone Number

Bengaluru, Karnataka, India

• Global Support Strategy: Leading the development and execution of support strategies at a global scale, aligning support services with Microsoft's business objectives and customer needs.• Executive Engagement: Engaging with executive stakeholders, such as C-level executives and senior management, to provide insights and recommendations on support performance, customer satisfaction, and strategic improvements.• Cross-Functional Collaboration: Collaborating with product engineering, and… Show more • Global Support Strategy: Leading the development and execution of support strategies at a global scale, aligning support services with Microsoft's business objectives and customer needs.• Executive Engagement: Engaging with executive stakeholders, such as C-level executives and senior management, to provide insights and recommendations on support performance, customer satisfaction, and strategic improvements.• Cross-Functional Collaboration: Collaborating with product engineering, and other teams across Microsoft to drive integrated support solutions and ensure a seamless customer experience.• Metrics and Performance Management: Analyzing support metrics and KPIs to assess the overall performance of the support organization, identifying trends, and implementing strategies for continuous improvement.• Crisis Management: Leading and managing support responses during critical incidents or crises, ensuring effective communication and resolution with minimal impact on customers.• Organizational Development: Contributing to the development and enhancement of support processes, policies, and tools to enhance efficiency and deliver world-class customer support. Show less

Bengaluru, Karnataka, India

• Service Improvement: Identifying opportunities for service enhancements and process improvements, collaborating with stakeholders to implement changes that enhance support efficiency and customer experience.• Strategic Support Management: Aligning support strategies with business objectives and driving initiatives to enhance support services at delivery partners.• Reporting and Communication: Generating regular reports on support performance and presenting updates to leadership and… Show more • Service Improvement: Identifying opportunities for service enhancements and process improvements, collaborating with stakeholders to implement changes that enhance support efficiency and customer experience.• Strategic Support Management: Aligning support strategies with business objectives and driving initiatives to enhance support services at delivery partners.• Reporting and Communication: Generating regular reports on support performance and presenting updates to leadership and stakeholders to showcase achievements and areas of improvement.• Leadership Development: Developing and mentoring managers and team leaders at delivery partners to build a strong support leadership team. Show less

Makati, National Capital Region, Philippines

• Customer Support Management: Overseeing and managing the overall customer support experience, ensuring timely and effective resolution of customer issues, and maintaining high levels of customer satisfaction.• Customer Advocacy: Serving as a customer advocate within the organization, representing customer needs and feedback to drive product improvements and enhance customer-centricity.• Relationship Building: Cultivating strong relationships with internal and external stakeholders to… Show more • Customer Support Management: Overseeing and managing the overall customer support experience, ensuring timely and effective resolution of customer issues, and maintaining high levels of customer satisfaction.• Customer Advocacy: Serving as a customer advocate within the organization, representing customer needs and feedback to drive product improvements and enhance customer-centricity.• Relationship Building: Cultivating strong relationships with internal and external stakeholders to ensure effective collaboration and communication.• Performance Monitoring: Analyzing support metrics and KPIs, identifying trends, and implementing action plans for continuous improvement.• Resource Planning: Managing resource allocation and staffing to meet operational needs and customer demands. Show less

Bengaluru Area, India

• Team Management: Leading and managing a team of customer service representatives or agents to ensure efficient operations and high-quality customer service delivery.• Performance Monitoring: Monitoring and analyzing key performance indicators (KPIs) to assess team and individual performance, identifying areas for improvement, and implementing action plans to achieve performance targets.• Client Relationship Management: Building and maintaining strong relationships with clients… Show more • Team Management: Leading and managing a team of customer service representatives or agents to ensure efficient operations and high-quality customer service delivery.• Performance Monitoring: Monitoring and analyzing key performance indicators (KPIs) to assess team and individual performance, identifying areas for improvement, and implementing action plans to achieve performance targets.• Client Relationship Management: Building and maintaining strong relationships with clients, understanding their business requirements, and ensuring service delivery aligns with client expectations.• Training and Development: Conducting training sessions for team members to improve product knowledge, customer service skills, and overall performance.• Resource Allocation: Managing resource allocation, including staffing levels and scheduling, to ensure adequate coverage and optimal operational efficiency.• Quality Assurance: Implementing and overseeing quality assurance programs to ensure adherence to service standards and compliance with company policies and procedures.• Reporting and Analysis: Generating regular reports on operational performance, customer feedback, and other relevant metrics, providing insights and recommendations to senior management.• Budget Management: Managing the operational budget, ensuring cost-effectiveness, and making financial decisions to achieve financial targets.• Continuous Improvement: Promoting a culture of continuous improvement within the team, encouraging innovative ideas, and implementing best practices.• Employee Engagement: Fostering a positive work environment, promoting employee engagement, and addressing employee concerns to maintain a motivated and productive workforce. Show less

Bengaluru Area, India

• Leadership and Mentorship: Providing strong leadership and guidance to Team Leaders, supporting their professional growth, and empowering them to effectively lead their respective teams.• Performance Management: Overseeing the performance of Team Leaders and their teams, setting performance goals, conducting performance evaluations, and implementing improvement plans as needed.• Resource Allocation: Managing the allocation of resources, including staffing, training, and equipment, to… Show more • Leadership and Mentorship: Providing strong leadership and guidance to Team Leaders, supporting their professional growth, and empowering them to effectively lead their respective teams.• Performance Management: Overseeing the performance of Team Leaders and their teams, setting performance goals, conducting performance evaluations, and implementing improvement plans as needed.• Resource Allocation: Managing the allocation of resources, including staffing, training, and equipment, to ensure efficient and productive technical support operations.• Process Optimization: Collaborating with Team Leaders to identify process inefficiencies and opportunities for improvement, implementing strategies to streamline support operations and enhance customer satisfaction.• Escalation Management: Assisting in the resolution of escalated customer cases and ensuring that appropriate actions are taken to meet service level agreements and customer expectations.• Communication and Coordination: Facilitating effective communication and coordination between Team Leaders and other departments, fostering a collaborative work environment.• Reporting and Analytics: Analyzing support metrics and performance data to identify trends, strengths, and areas for improvement, using data-driven insights to make informed decisions and drive service enhancements.• Training and Development: Overseeing training programs for Team Leaders and support representatives, ensuring continuous development of technical skills and product knowledge across the support organization. Show less

Bengaluru Area, India

• Team Management: Supervising and leading a team of Tier 1 and Tier 2 support representatives, providing guidance, coaching, and feedback to ensure the team delivers high-quality technical support.• Performance Monitoring: Monitoring the team's performance metrics, such as response time, resolution time, and customer satisfaction, and taking proactive measures to improve overall team efficiency and effectiveness.• Escalation Handling: Acting as a point of escalation for complex… Show more • Team Management: Supervising and leading a team of Tier 1 and Tier 2 support representatives, providing guidance, coaching, and feedback to ensure the team delivers high-quality technical support.• Performance Monitoring: Monitoring the team's performance metrics, such as response time, resolution time, and customer satisfaction, and taking proactive measures to improve overall team efficiency and effectiveness.• Escalation Handling: Acting as a point of escalation for complex customer issues that cannot be resolved by Tier 1 and Tier 2, taking ownership of such cases, and ensuring proper follow-up until resolution.• Knowledge Sharing: Facilitating knowledge sharing within the team, conducting regular training sessions to enhance technical skills and product knowledge, and ensuring the team is up-to-date with the latest information.• Process Improvement: Identifying opportunities to streamline support processes, collaborating with stakeholders to implement process improvements, and optimizing workflows to enhance customer experience.• Communication: Serving as a liaison between Tier 1 and Tier 2 support teams, fostering open communication, and ensuring smooth collaboration and coordination between the two levels of support.• Reporting and Analysis: Generating reports on team performance, customer feedback, and trends in technical issues, using data-driven insights to make informed decisions and implement strategies for continuous improvement. Show less

Bengaluru Area, India

• Technical Leadership: Providing technical leadership and expertise to the Tier 1 and Tier 2 support teams, guiding them in complex problem-solving scenarios and sharing best practices for efficient issue resolution.• Escalation Point: Serving as a point of escalation for difficult and intricate customer cases that cannot be resolved by Tier 1 and Tier 2, taking ownership of such cases and driving them to successful resolution.• Training and Mentorship: Conducting training sessions and… Show more • Technical Leadership: Providing technical leadership and expertise to the Tier 1 and Tier 2 support teams, guiding them in complex problem-solving scenarios and sharing best practices for efficient issue resolution.• Escalation Point: Serving as a point of escalation for difficult and intricate customer cases that cannot be resolved by Tier 1 and Tier 2, taking ownership of such cases and driving them to successful resolution.• Training and Mentorship: Conducting training sessions and providing mentorship to junior support representatives, helping them improve their technical skills, troubleshooting abilities, and customer interaction.• Process Improvement: Identifying areas of improvement within the support processes, suggesting enhancements, and actively participating in the development and implementation of solutions to enhance support efficiency and customer satisfaction.• Reporting and Analytics: Analyzing support metrics and case data to identify trends, patterns, and potential areas for improvement, providing insights to management and contributing to decision-making for service enhancements. Show less

Bengaluru, Karnataka, India

• Handling escalated technical issues from Level 1 support, conducting in-depth investigations, and applying advanced troubleshooting techniques to resolve complex problems.• Interacting with customers in a professional and empathetic manner, actively listening to their concerns, and providing comprehensive technical assistance to ensure customer satisfaction.• Assisting Level 1 support engineers by sharing technical knowledge, providing training, and contributing to the improvement of… Show more • Handling escalated technical issues from Level 1 support, conducting in-depth investigations, and applying advanced troubleshooting techniques to resolve complex problems.• Interacting with customers in a professional and empathetic manner, actively listening to their concerns, and providing comprehensive technical assistance to ensure customer satisfaction.• Assisting Level 1 support engineers by sharing technical knowledge, providing training, and contributing to the improvement of the support team's overall capabilities.• Collaborating with Partner Technical Advisors to escalate unresolved issues, actively following up on escalated cases, and ensuring timely resolutions for customers.• Accurately documenting support cases, troubleshooting steps, and resolutions in the knowledge base to facilitate future reference and to enhance the team's collective knowledge. Show less

Bengaluru Area, India

• Providing Technical Assistance to customer inquiries and issues related to products or services, offering timely and accurate technical support to resolve problems effectively.• Diagnosing and troubleshooting technical issues, identifying root causes, and providing step-by-step guidance to customers in resolving problems.• Ensuring clear and concise communication with customers, both verbally and in writing, to deliver a positive customer experience and maintain customer… Show more • Providing Technical Assistance to customer inquiries and issues related to products or services, offering timely and accurate technical support to resolve problems effectively.• Diagnosing and troubleshooting technical issues, identifying root causes, and providing step-by-step guidance to customers in resolving problems.• Ensuring clear and concise communication with customers, both verbally and in writing, to deliver a positive customer experience and maintain customer satisfaction.• Updating and maintaining a knowledge base with technical solutions, known issues, and best practices to assist both customers and fellow support team members.• Escalating complex or unresolved issues to higher-level support or appropriate departments while actively following up to ensure a prompt resolution. Show less

Bachelor Of Engineering (B.E.), Telecommunications Engineering

Diploma, Electronics And Communications Engineering