Sushma Bs Email & Phone Number

Bengaluru, Karnataka, India

In my current role, I manage three critical teams for exceptional client services and product excellence:1. Product Training Team:Product Trainer's Team: Leading sessions to enhance stakeholders' proficiency in product functionalities.Internal Stakeholder Training: Conducting cross-departmental sessions to elevate understanding and proficiency.Training Development: Spearheading tailored programs for new features.2. Communication and QA Team:Communication and Quality Assurance Management: Directing process adherence, quality audits, and community moderation.Process Guidelines & Quality Audits: Overseeing adherence through meticulous audits.Community Management: Moderating platforms for effective updates.3. Client Interaction and Support Management:Client Interaction and Retention: Proactively engaging clients for optimized product use and strategic solutions.Customer Success Collaboration: Working closely with CSMs, conducting health checks, trend analysis, and addressing client issues.Leadership Approach:1. Team Building and Development: Successfully recruited, onboarded, and managed Operations Associates aligned with company values.Implemented coaching programs for personal and professional growth.2. Operational Excellence:Identified gaps in systems, policies, and strategies.Implemented enhancements and process improvements to mitigate risks.3. Cultural Development:Established a positive work culture emphasizing transparency, empathy, and inclusion.Ensured team members were happy, effective, and continuously growing.4. Goal Setting and Performance Feedback:Set clear goals aligned with company objectives.Conducted regular performance evaluations, fostering a high-performance culture.5. Data-Driven Decision Making:Used data-driven analysis to evaluate team performance and identify trends.Ensured operational decisions were rooted in data for efficiency.

Bangalore Urban, Karnataka, India

Effectively supervised day-to-day front-end operations of a busy Product Support Department.Hired, trained, and mentored top customer service agents and front-end staff.Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.Created, edited, and altered customer service strategies and procedures in an Agile manner to best deliver a satisfying experience for all customers.Monitor and track the ticket workflow, making sure that all protocols are followed, that P1 tickets are handled with the appropriate urgency, that escalations are followed upon, and that ticket management is handled as effectively and efficiently as feasible.Ensure that the ticket workflow is consistent and stable across the team and that all SLAs and SLOs are met.Work with team members to balance workload with other deliverables, as well as personal growth and meeting commitments.Team performance is monitored and metrics are reported on a regular basis.To identify and develop, provide informal comments on a regular basis and formal input during the annual performance review process.Responsible for developing, coordinating, and delivering Product Support Engineers' Onboarding and Ongoing Training.Working with various Team Leads, Managers, and Quality Assurance personnel to identify areas where more training is required to improve the team's performance.Have created creative learning programs that include instructor-led, Web-based, manual, eLearning solutions, and certification programs, among other mediums.I've been working on upscaling the team and keeping them up to date on the product's latest improvements on a continual basis.Have created a well-designed and motivating evaluation procedure and are closely monitoring the performance of the team.

Bangalore Urban, Karnataka, India

Providing customer service and technical support to current and potential customers of Replicon's Product Suite.

Greater Bengaluru Area

Motorola/HTC/OPPO/One Plus/Lenovo authorized service centreThrough good business planning, Customer Service, and inventive marketing methods, I developed and built start-up enterprises.Headcount requirements, service management, and promotional bonus options for the high-performing staff were all examined.To deliver effective and fast resolutions and establish a strong bond with customers, you must be a good listener. Maintaining a high standard of performance through great service, follow-through, and meticulous attention to detail, resulting in increased customer satisfaction.Analyzed complicated circumstances and put cost-effective plans in place.Personnel were developed, staff were driven to exceed goals, and output and performance were improved.

Bangalore Urban, Karnataka, India

Providing Product training to the new joiners. Providing Technical up-gradation training to the Tier 1 category.Preparing the training material based on the product upgradation.

Bengaluru, Karnataka, India

Providing the product/application support via telephone, remote dial-up connections and email.

Bangalore Urban, Karnataka, India

Provided application configuration and technical support for customers with issues on Wireless, VPN, IP Phone, Printer, Outlook, Network Issues, Web Unix ID, FTP Sites, Active Directory, Desktops, Notebooks, SharePoint, Remote Access,Netmeeting. Proxy rights, MS Office 2003 & 2007, Windows XP, Adobe reader, Flash, 7 Zip, IE.

Bangalore Urban, Karnataka, India

Handling Technical Troubleshooting for desktops. Providing Technical Support for enterprise customers.Have met all the performance metrics.

Bangalore Urban, Karnataka, India

Providing Technical support for US, Canadian, Latin corporate Customers for Notebooks and Tablet PC’s

Bangalore Urban, Karnataka, India

Handled a team of 10 in achieving the collection Target. Trained the new hires

Bangalore Urban, Karnataka, India

Working towards meeting the collection target.Maintaining the fortnightly reports for the team.Training new joiners.Giving feedback to the team members.