- Adept at managing complex projects and ensuring exceptional customer experiences- Skilled in stakeholder management, project planning, and conflict resolution- Build relationships with key employees among customers.- Create plans to address clients’ business needs.- Advise clients on creating profitable processes.- Act as point of contact for complaints and escalate issues as appropriate.- Collaborate with internal teams (e.g. business, engineers, senior management) to address customers’ needs.- Improve customer service experience, create engaged customers and facilitate organic growth.- Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

- Work towards overall improvement of the Support department to ensure prompt and efficient Support services to InfoDevelopers’ customers.- Ensure availability of competent and trained manpower to provide Phone Support, Field Support and Software Migration services among others.- Resolve all customer complaints within the stipulated time. Coordinate with software development teams, QC and other stakeholders as required.- Plan and prepare materials for freshers onboarding and regular training. Implement a monthly evaluation program and reward system (PBI) to recognize the best performers in the team.- Track all customer complaints, departmental work process and staff performance thoroughly for review and possible improvements.- Prepare and circulate any notice, information or any kind of technical or non-technical changes at InfoDevelopers.

- Involved in various ERPs, designing and implementing new or improved process by leading a team - Field Management Software - Retail Installation Dashboard - WorldLink Internal mobile application- Formatted and deployed criteria for Field Visit Ratio and Preventive Visit check-list as per Company vision.- Implemented inventory handling part on Mobile App and web interfaces with introduction of Oracle E-Business Suite.- Acted as a bridge between Field teams and Support Supervisors with NOC/other stakes- Involved in Support Supervisor and ITSR hiring and training process

- Leading a team responsible for designing and implementing projects related with Retail Unit in WorldLink Communication.- Handling all the issues related with Level 2 network problems and monitoring the network (Fiber, Cable and Wireless)- Proactively monitoring Retail Access Network (Fiber, Cable, Wireless) and react to any problem.- Maintain network documentation