Rishikesh K Singh Email & Phone Number

Bengaluru, Karnataka, India

Led a highly technical team of 8 experts, supporting B2B Contact Center software hosted on AWS cloud. Improved service level agreements (SLAs) and resolution efficiency through knowledge sharing, skill development and cross-functional collaboration. Established individual and team's KPIs. Elevated customer experience through personalized and responsive service.Process / Operations Improvement• Streamlined ticket and resource distribution process enabling faster movement on high-priority and aged cases.• Initiated bi-weekly case review sessions for discussion, knowledge sharing, establishing next steps and faster resolution• Generated high-level productivity reports and dashboards for executives• Achieved accurate SLA stats by identifying and correcting several errors in JIRA ticketing system Individual / Team Development• Helped engineers and teams achieve their respective OKR goals• Guided, supported and ensured progress of low performers in group• Encouraged practice of creating high-quality KB articles• Planned and facilitated extensive product training and demos for upskilling engineers, created training repositories for future reference and easy access by groups Communication:• Communicated team performance updates, achievements, challenges, and improvement strategies to leadership.• Participated in weekly reliability calls for post-mortem analysis of high-impact issues.• Participated in daily deployment calls - discussed critical patching tickets; ensured technical support availability and engagement when needed.• Drafted high-level weekly updates on high-priority issues Tools and Applications used:• Contact Centre Software• Worked on CloudWatch, AWS-EC2, Jenkins job errors, Canary monitoring, Google Chrome F12 console/network log review• Used LogicMonitor for real-time and historical resource and stats monitoring • Tools / CRM: Jira, Gooddata, Confluence, UTickets, Postman, Mobaxterm, Putty, Superputty, SQL Server Management Studio

Bengaluru, Karnataka, India

Technical Support Consultant - Customer Experience Division• Customer Journey - from onboarding to go live: Worked on user account setup, initial customer training, a dedicated support group for go-live support, faster resolutions, customer satisfaction surveys, and customer feedback for improvement.• New Hire: Screened and recruited new Support engineers, onboarding and training on production workflows and tools, transition to production providing ongoing support and guidance.• Process Improvement: Added new KB articles in the knowledge base library, updated and improvised KB article format, Optimized internal case workflow, case documentation and transition, and revised roster for better coverage.• CSAT - 25 % improvement in customer satisfaction.• Tickets - Review, assignment, and Management.• Continuous Support over tickets - both queries and issues

Bengaluru, Karnataka

Led a 12-person technical support team for B2B enterprise software (on-premise & cloud). Collaborated cross-functionally with engineering, product, and QA to address issues and improve performance. Managed critical accounts and escalations, ensuring faster resolution through regular client and team communication. Facilitated knowledge sharing and skill development via team meetings, cross-training, and open communication channels. Implemented individual and team recognitions for motivation. Prepared and managed staff schedules using Aspect WFM.Process Improvements:• Improved ticket documentation using standardized templates and formatting.• Developed clear ticket escalation procedures.Results: Reduced resolution time, boosted agent productivity, better trend identification and improved CSATStreamlined Handovers:• Defined process for documenting key information in the handover tickets.Result: Seamless knowledge transfer, reduced delays, more accurate diagnoses and faster issue resolution.Customer Service and CSAT:• Monitored average for KPI metrics - first-call resolution, resolution time and CSAT score for improvement opportunities.• Identified recurring issues and knowledge gaps based on ticket data.• Collected customer feedback through surveys and direct interactions.Training and Coaching:• Conduct regular performance evaluations, identify skill gaps, and provided technical and soft skills training.• Designed effective training modules and high-quality KB articles.Result: Increased same-day resolutions, reduced average time to resolve by 35% and boosted CSAT.Recruitment:• Sourced & screened 60+ candidates, hired 12 high-performing engineers.• Reduced onboarding time by introducing thorough initiative.• Designed & delivered training modules (technical & product knowledge).• Aligned mentors for successful production transition & support.

Bengaluru, Karnataka, India

• Served as the single point of contact (SPOC) for a strategic customer account, ensuring all their needs were addressed promptly and effectively.• Managed and enhanced the relationship with the strategic customer, aligning our services to their strategic objectives and ensuring seamless coordination and communication, effectively meeting their needs, and delivering exceptional service to foster strong, long-lasting relationships.• Actively engaged in liaising with the key customer throughout the User Acceptance Testing (UAT) phase, identifying and resolving critical issues that hindered the go-live process, and ensuring the successful launch of the client's business. Post-launch, I served as the dedicated contact for all issue escalations, providing support, delivering resolutions, and maintaining the customer's production environment.• Responsible for overseeing and managing the Technical Support operations, including assigning tasks, balancing workloads, maintaining shift discipline, and ensuring engineers adhere to real-time schedules.• Identified and prioritized skill deficiencies in engineers at a component level, provided feedback to management for training opportunities and participated in training activities while monitoring engineers for improvement.

Bengaluru, Karnataka, India

• Managed customer-reported concerns and inquiries regarding the Aspect Dialer System, a comprehensive application used in contact centers for various functions including inbound/outbound calls, Interactive Voice Response, Call Recording, Email and Chat, Real-time Statistical Monitoring, and business reporting.• Effectively collaborated with teams such as Tier 2 and 3, Engineering, on-call support, and management, to prioritize, escalate, and resolve high-priority issues.• Performed detailed analysis of incident logs and traces as part of issue investigation and troubleshooting, escalating when necessary to the Engineering/Development team and supplying them with the required incident details.• Prepared and thoroughly reviewed the Root Cause Analysis (RCA) document for customer distribution. • Proactively planned and participated in tasks such as the deployment of patches and hot fixes, and the delivery and implementation of service packs and version upgrades at client sites.• Moreover, I prioritized tasks effectively to adhere to Service Level Agreements (SLAs), ensuring no delays in the provision of the RCA report."

Bengaluru, Karnataka, India

• Offered technical support for various devices and applications, including remote troubleshooting, RSA secure ID setups, and pin configurations for secure ID tokens.• Utilized tools like Tivoli, Veritas, and SMS 2003; mentored and trained new hires, providing them assistance with technical issues.

Gurugram, Haryana, Indi

• Delivered Technical Support to North American ISP users, enhancing customer satisfaction.• Configured and troubleshooted ADSL modems/routers, PPPoE, static IP settings, and wireless connectivity issues to their resolution.

New Delhi, Delhi, India

• Troubleshot networking products for home and office setups, including routers, switches, adapters, and related software, while creating and managing case resolutions over the phone.• Escalated critical issues, collaborated with leadership for efficient problem-solving, and implemented feedback from the Technical Quality team.

Postgraduate Degree, Information Technology

Diploma, E-Commerce/Electronic Commerce

Activities and Societies: E Commerce basics, web designing, html scripting, Microsoft Office

Bachelor Of Science - Bs