LMS & LXP - FutureSkillsPrime - India's Technology Skilling Hub - A joint initiative by NASSCOM & Meity1.) Leading a team of 13 technical support professionals, boosting productivity by 15%through skills development, coaching, and performance management, consistently meeting the KPIs2.) Recruited, trained, and mentored new team members, leveraging effective training programs with a100% retention rate and reduced onboarding time by 25%3.) Spearheaded process improvements by implementing new support workflows and automation tools. that cut resolution times by 20% and increased team efficiency by 15%4.) Handled escalated customer complaints and complex cases, achieving a 25% improvement in average escalation resolution time, resulting in a 15% increase in customer satisfaction5.) Crafted weekly and monthly KPIs (Key Performance Indicator) reports using Tableau and PowerPoint, delivering insightful presentations to the stakeholders and leadership during regular business reviews6.) Consistently collaborate with internal teams (content, product, platform, engineering) to discuss the product roadmap and propose innovative processes & ideas leading to swift and efficient solutions7.) Leveraged industry trends and emerging technologies to drive continuous process improvement and customer satisfaction, leading to a 20% improvement in service delivery8.) Optimized CRM systems and customer support tools to improve operational efficiency and ensure a streamlined, customer-focused approach. Maintained a 98% compliance rate with SLAs 9.) Foster and maintain strong relationships with internal and external stakeholders, including customers, executives, and cross-functional teams, by providing clear communication, addressing concerns, and driving alignment to achieve shared objectives

1.) Driving and motivating a global technical support team (Service Desk & SME) supporting strategic customers, CSMs and TAMs 2.) Recruit, mentor, and develop customer service agents, fostering a culture of excellence and continuous improvement3.) Supervise daily operations to set customer service objectives and work with the team to meet goals consistently through strategic plans and reviews4.) Consistently achieving successful and on-time delivery of committed SLAs and KPIs for B2B business, including a CSAT score of 90%, ARD of 8 days, OCA of 12 days, and maintaining a backlog of only 5%5.) Revamping service procedures, policies, and standards to maximize productivity and elevate the customer experience to best-in-class levels6.) Conducting statistical analysis, compiling accurate KPI reports, and proficiently delivering monthly and quarterly business reviews 7.) Nurturing cross-functional relationshipswith Engineering, Product, and CSM teams for prompt updates to the team and leadership8.) Implementing a hierarchical escalation process aligned with incident management guidelines, involving senior authorities and securing their support whenever needed

1.) To receive and resolve escalations for global Enterprise clients over the phone, chats and emails related to the product (Adobe Sign)2.) Log bugs for unexpected product behaviors and work closely with Engineering and CSM teams to check the timely update3.) Mentoring and coaching the frontline team. Analyzing the quality of their work and providefeedback4.) Circulating new product updates among the team and making sure everyone is up to date5.) Understanding the customer's sentiments and proposing process and product improvementsuggestions to the senior management team.

1.) Assisting global enterprise customer’s queries with Desktop Operations for WIN and MAC operating system and fixing the issues over the remote (Log Me In).2.) Configuring and troubleshooting different email clients like Outlook, Live Mail, Incredimail, Thunderbird and Microsoft outlook, etc..3.) Providing voice assistance for issues like No Internet and No Boot and Windows Installation.4.) Troubleshooting all kinds of peripherals like Printers, Scanners, Cameras, and Smartphones.5.) Fixing the other general issues like viruses, Slow computers, Internet Browsers,6.) Third-party software installation/re-installation.