Lead global technical consultancy teams spread across India and the US to ensure delivery of the product to the customers globally within the timelines commited. Collaborate with cross-functional teams to improve customer journey through process improvements.Team development through coaching and aligning right responsibilities.Sourcing and hiring talent for the onboarding team.

Lead Global Customer Support and Knowledge and Training Team to enhance customer experience and satisfaction of cloud-based call center and phone system that integrates with productivity and helpdesk tools. • Empowered teams to remove redundant tasks from process and automate others resulting in improved performance of support team by 25%.• Redesigned the entire customer journey in collaboration with customer relations and revenue teams to improve customer satisfaction from 74% to 87%… Show more Lead Global Customer Support and Knowledge and Training Team to enhance customer experience and satisfaction of cloud-based call center and phone system that integrates with productivity and helpdesk tools. • Empowered teams to remove redundant tasks from process and automate others resulting in improved performance of support team by 25%.• Redesigned the entire customer journey in collaboration with customer relations and revenue teams to improve customer satisfaction from 74% to 87% in B2C customer support and 85% to 95% in B2B customer support.• Implemented processes decreasing customer interaction by 7%. • Implemented knowledge management processes and reduced common problems and questions by 14% in 2 months. Show less

Responsible for making sure that any gaps in performance or quality are quickly identified and addressed and measured in line with company targets and performance standards.Condeco is the global leader in workspace scheduling technology. It helps employees easily match their work schedules to the spaces they need.• Managed the team of 45 people, including Technical Leads, Team Leaders and Assistant Managers to support customers 24/7.• Reduced customer escalation by 5% and gave… Show more Responsible for making sure that any gaps in performance or quality are quickly identified and addressed and measured in line with company targets and performance standards.Condeco is the global leader in workspace scheduling technology. It helps employees easily match their work schedules to the spaces they need.• Managed the team of 45 people, including Technical Leads, Team Leaders and Assistant Managers to support customers 24/7.• Reduced customer escalation by 5% and gave customer the authority to escalate directly to support management.• Developed in-depth understanding of Jira Service Management in 7 days.• Migrated data from service now to Jira in 15 days.• Improved employee engagement in direct team increasing retention to 100% for year 2019.• Challenged current methods of work and to then identify, recommend and implement practical improvements. Show less

Responsible for service desk team of 25 people directly reporting to Head of Global Support mainly involved in decision making of processes and policies that directly affect the work in Service Desk. • Applied professional knowhow to advise others, impart knowledge and resolve technical or operational difficulties. • Provided coaching, training and support to the team. • Shared team statistics with help of multiple tools like Power BI. • Awarded employee of the year in 2018.

Responsible for service desk team of 15 people directly reporting to Manager of Customer Support involved in supervision and direction to team members in line with established policies, procedures, and management guidance. • Analysed the assigned incidents and distributed tasks to the members as per their area of expertise. • Making sure all tasks given to staff are done on time and to the required standard.• Worked on matters where analysis of situations or data requires the… Show more Responsible for service desk team of 15 people directly reporting to Manager of Customer Support involved in supervision and direction to team members in line with established policies, procedures, and management guidance. • Analysed the assigned incidents and distributed tasks to the members as per their area of expertise. • Making sure all tasks given to staff are done on time and to the required standard.• Worked on matters where analysis of situations or data requires the selection of appropriate tools to review all relevant factors Show less

One of the first members who kickstarted the pilot batch of all support engineers.• Provided first level of support to our clients and ensured customer satisfaction is attained as per companygoals.• Handling escalations and complex queries from the client.• Shared improvement and suggestions with management.• Guided the team members and helped them find best and quick solution for customer queries.

Responsible for providing phone-based technical support for Dell Client products. Assists customers in determining problems, and provides resolutions on technical and service problems.• Provides first-level technical support on Dell supplied products and/or peripherals using documented procedures and available tools.• Provides first-level technical support on Dell Supplied software and applications to the point of installation and basic use, or to the level of service appropriate to… Show more Responsible for providing phone-based technical support for Dell Client products. Assists customers in determining problems, and provides resolutions on technical and service problems.• Provides first-level technical support on Dell supplied products and/or peripherals using documented procedures and available tools.• Provides first-level technical support on Dell Supplied software and applications to the point of installation and basic use, or to the level of service appropriate to the warranty offered on the product.• Uses troubleshooting techniques and tools to identify technical defects/issues.• Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident• Maintains knowledge of Dell's product line and service offerings along with future industry products and technologies• Attends required technical training sessions and makes effective use of assigned lab time• Complies with schedule adherence to ensure overall service level targets are achieved• Identifies and provides input on unique or recurring customer problems Show less