Pavan L. Email & Phone Number

Phoenix, Az, Us

Phoenix, Arizona, United States

Delivered exceptional service that significantly boosted customer satisfaction, increased survey response rates, reduced resolution times, and enhanced productivity. My contributions led to noticeable improvements in the overall customer experience, making a substantial impact on the organization’s support deliverables. Played a pivotal role in developing a metrics-driven framework that enhanced case management and customer experience. This framework became the foundation for consistent and improved support across the organization, demonstrating the value of a structured approach to customer service.As a leader in senior management discussions on acquisitions, I ensured seamless integration of support teams with existing processes. This integration was crucial for maintaining operational continuity and effectiveness, showcasing my ability to manage complex organizational changes smoothly. Implemented numerous system and process changes within the organization, driving innovations in customer self-help initiatives, cross-team collaboration, and quality assurance. My efforts led to significant improvements in internal processes and customer satisfaction.Leading multiple projects focused on Case Quality Management, ISO certification, and ongoing training, I achieved sustained progress and consistent outcomes. Additionally, I optimized the support-engineering escalation process, improving the quality of escalations and significantly reducing engineering hours. Recognized as a Top Talent and High Potential leader for the past five years, I received the prestigious "TIBCO Core Value Award" for my exceptional contributions to customer satisfaction.

Santa Clara, California, United States

Managed a team of over 200 offshore engineers dedicated to supporting Business Objects Products. By implementing a matrix model to optimize staffing between internal customers and offshore vendors, I established a key component of a successful offshoring strategy. This approach facilitated better resource allocation and ensured the efficient delivery of services.My consistent focus on quality of service and performance-based management significantly elevated customer satisfaction scores from 48% to 78%. To further enhance the capabilities of the offshore teams, I introduced initiatives such as “Quality Management,” “Case Management Best Practices,” and “Resource Pool Creation.” These initiatives greatly boosted the teams' self-sufficiency and productivity.In collaboration with global teams, I designed and executed a “Rewards & Recognition” program. This program not only improved employee satisfaction but also played a crucial role in reducing attrition at offshore sites. These efforts collectively fostered a more motivated and stable workforce, contributing to the overall success of the offshoring strategy.

Provided comprehensive technical training and ongoing mentoring to support employees, significantly enhancing the support experience for North American consumers. By working closely with the Technical Support Organization, Support Management, and Quality Control teams, I facilitated the understanding, adoption, refinement, and implementation of standardized support processes, leading to more streamlined operations.Spearheaded the development of an in-house CRM tool, "Odyssey." This innovative tool notably reduced average handling time, improved customer satisfaction, and boosted employee productivity, demonstrating a substantial impact on overall support efficiency and effectiveness

Bengaluru, Karnataka, India

Provided extensive technical support for Dell products to corporate customers worldwide, effectively resolving complex hardware and Dell-supplied software issues. This ensured minimal downtime and significantly enhanced customer satisfaction.

Btech, Computer Science

B.Sc, Mathematics, Physics, Chemistry, Computer Science