Shivkumar Shetty Email & Phone Number

Mumbai, Maharashtra, India

B / 211, Western Edge Ii, Western Express Highway,Borivali (E), Mumbai.

As service delivery leader in the company, I am executing operational functions….1. Monitoring and managing the performance of the support team to ensure timely and high-quality support delivery.2. Conducting training sessions for support professional on new features and processes.3. Reviewing and analyzing customer support metrics to identify areas for improvement and implement changes as needed.4. Ensuring compliance with service level agreements (SLAs) and other performance metrics.5. Managing escalations and ensuring timely resolution of complex and escalated cases.6. Writing internal kb articles, creating SOPs for various types of cases, and maintaining a knowledge transfer database.7. Providing guidance to Team Leads on managing support teams, identify performance gaps, and collaboratively develop solutions to resolve issues.8. Conducting regular performance evaluations and providing constructive feedback to support team members.9. Collaborating with cross-functional teams such as product development and customer success to identify and resolve customer issues.10. Providing regular updates to internal stakeholders on support delivery performance and initiatives.11. Under the Leadership of Support Head & Business Head driving the Billing collection & Retention ProgramKey Achievement: 1. Consistently achieve a CSAT delivery rate of more than 95% for over one year by focusing on quality, customer satisfaction, and continuous improvement. 2. Brought down the billing collection rate to 6% with a marginal difference of 5% by identifying the root cause of the issue, developing a strategy, implementing the strategy, regularly reviewing performance metrics, and continuously improving processes.3. Reduced the training time from 8 weeks to 2 weeks by streamlining the training program, identifying practical use cases, revising the program, implementing the revised program, and continuously improving the training program.

Mumbai Area, India

As a Technical Support Professional, I am responsible for providing technical support to customers, clients, or end-users who are facing technical issues with the ticketing system.Key Activities:1. Provide technical assistance and support to customers or end-users by diagnosing problems and providing solutions.2. Respond to queries over the phone, email or chat and provide technical assistance accordingly.3. Document issues and solutions using a ticketing system (Zendesk) or knowledge base to ensure quick resolution of future issues.4. Troubleshoot and resolve technical problems related to event ticketing system.5. Provide timely updates to customers on the status of their tickets and follow up to ensure resolution of the issue.6. Collaborate with other technical support teams, development team to resolve complex technical issues.7. Provide technical training to customers or end-users on new product features.8. Identify and escalate issues that require further attention to the relevant teams, and provide detailed information about the problem and the steps taken to resolve it.9. Maintained a thorough understanding of product to provide the best possible technical support to customers.10. Follow the Standard Tech Support Policy & Procedures as per the SOP 11. Participating in the Continual Service Improvement plan 12. Writing Knowledge KB as per the requirement of support 13. Handling Webinar as per the requirement of supportAchievement:1. Successfully onboarded many clients by conducting private webinars on the product, which resulted in increased revenue for the company.2. Maintained customer satisfaction of 95% for more than a year in a row.3. Identified the required public-facing knowledge article that resulted in the deflection of a ticket.

Mira Bhayander, Maharashtra

As a Technical Support Professional, I am responsible for providing telephone support for customers on operation or maintenance of Hp Laptop for US and Canada customers. I was able to diagnose problems and provide effective solutions for technical and service issues. Additionally, I was responsible for in-warranty extension sales, which involved promoting and selling extended warranties to customers. I ensured that proper escalation procedures were followed for complex technical issues that required further attention. My primary focus was on customer satisfaction, and I ensured this by effectively handling customer problems and addressing their concerns in a timely and efficient manner.Achievements: 1. Best Support Professional (JUNE 2012)2. Best Support Professional (Q2 2012)3. Best Support Professional (AUGUST 2012)4. Best Support Professional (OCTOBER 2012)5. Best Support Professional (Q3 2012).