Vinodh Deepan Email & Phone Number

Bengaluru, Karnataka, India

-Led a remote team of 7+ customer support Analysts and Engineers in the technology services industry.-Provided urgent resolutions for high-priority issues and escalations, consistently meeting or exceedingperformance metrics.-Effectively handled complex and sensitive issues with stakeholders, ensuring follow-up documentationfor reference and improvement.-Demonstrated expertise in navigating complex tools and troubleshooting issues with internal andexternal products.-Successfully contributed to the onboarding process of new hires, providing mentorship and support.Leadership and Team Collaboration.-Led remote or diverse teams for over 1 year, fostering a collaborative and inclusive work environment.-Motivated and influenced team members to achieve organizational goals and objectives.-Actively contributed to the positive culture of the organization by role-modeling desired behavior

Bengaluru, Karnataka

-Manage and Handle the transition of the new support employees and train the team about the product and the process.-Team Handling -Mentoring the existing team members -Conduct Training for the product, new features, and process-Application walkthrough and Soft skills training for new joiners-Onboarding new users to the support team.-Create Assessments for new features and score the team members and come up with refresher training-1:1 sessions for the bottom quartile team members-Handhold the new team and have a buddy system for the new team with the existing team members.-Manage the floor by assigning cases to ensure that SLA is not missed.-Quality Analysis and Coaching the Support team members (Tier 1 and Tier 2)-Manage external and Internal Communities and take care of all the feature requests by internal teams and Clients. (Involving the Product management team for the new feature request)-Act as a bridge between the support and product management teams to prioritize feature requests.-Work with our SAAS team to update the release notes with the associated Jira-Identify the best NPS comments and send an appreciation email to the Support team.-Work with the leadership team to enhance the process of QA and Training plans.-NPS Analysis and Enhancement plan to improve the team's NPS scores.-Calibration session with the team leads and managers to ensure that our perspective is shared and calibrated.-Responsible for Salesforce community management and Evaluagent management