Experience

GoFleet

• Canada
• Information Technology & Services
• 1 - 100 Employee

• Customer Support Manager

  • Mar 2022 - Present

  Leading the Tier 1 and Tier 2 technical support and customer service for clients with issues related to Vehicle Tracking, Driver Behaviour, Fuel Usage, DVIR, Maintenance, ELD's, DashCAMs, & moreCollaborating with senior level admins to determine and resolve high level problemsIdentifying & helping the team to troubleshoot server configuration and performance irregularitiesManagement of various hardware production infrastructure such as vehicle GPSdevices, mobile tablets/phones, cellular and Bluetooth asset trackers, andvehicle dash camerasHelping the team support various software technologies related to GPS live tracking, mapping androuting, vehicle engine diagnostics, and cellular connectivityConducting 1:1, reviewing team performance and sharing feedback for process improvementOverseeing the creation of relevant KB articles for enhancing customer support experienceManaging client escalations and providing constructive solutions within the timelines to improve the client satisfactionPresenting MBRs to the Executive Leadership Team discussing the queue performance on various OKRs and SLAs and suggesting process improvements.



Teleperformance

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Manager of Operations

  • Dec 2020 - Mar 2022

  Headed a large team of messaging support for a semi technical based international process.Planning, reviewing and scheduling the manpower basis the forecasting and timely backfills within budgets.Rigorously driving the correct messaging behaviors to achieve core KPI’s – NPS, CCPLH, AOS, RCR and Conversion.Managing various projects for process improvements on certain KPI's.Regular client business reviews on the process KPI’s and SLA delivery. Investigating causes for deviation in performance supported with RCA and building strategies to meet targets.Regular performance reviews with the AM’s and TL’s and close check on TOPS activities and process compliance.



Softwill Infotech Pvt Ltd

• Associate Vice President

  • Apr 2017 - Oct 2020

  Headed the customer service, sales and tech operations for US, Canada, UK, Japan and Germany based clients.Managed a multi-skilled queue of voice, chat and email with 132 FTE’s and support staff.Took retention initiatives to enhance employee satisfaction for workforce attrition management and control.Dip check for process adherence via regular audits and consequence management for non-compliance incidents. Conducted regular performance reviews with managers and Team LeadsDid regular skip level meetings and one on one’s to address the concerns build the employee morale.Liaise with the MIS team to ensure timely publish of process dashboards and client reports.Received client recognition for reducing escalations by 17% and chargeback under 1%.Successfully achieved the client targets of NPS, RPC, Customer Retention, Resolution, CSAT and Quality.Managed the Freshdesk CRM, liaise with MS Dynamics 365 CRM team made relevant changes basis the process requirements.Collaborated and coordinated with various departments for the smooth functioning of operations.



Sapean Technologies Pvt Ltd

• Associate Vice President

  • Sep 2015 - Mar 2017

  Successful transition of the technical sales and support process from John Keells BPO Solutions to the Gurugram and Mohali site with the headcount of 150+ employees.Managed the Voice, Remote and Email queue ensuring service level and compliance.Weekly and monthly business reviews with the process managers to assess the performance. Regular client interaction and monthly business reviews.Developed and facilitated the Escalations and Retention queue resulting in 7.4% decrease in customer escalations.Developed strategies to improve the customer experience and increased the customer satisfaction score by 11%.Worked with the CRM development team, provided inputs, design structure and reporting needs to meet the process requirements



John Keells BPO Solutions

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Operations Manager

  • Aug 2013 - Apr 2015

  Managed the Technical Support Operations and Customer Service with a blend of voice and chat queue.Meeting financial objectives by estimating requirements; preparing budget; scheduling expenditures; analyzing variances and initiating corrective actions.Structured the SOP’s of the respective departments, defining their roles and responsibilities.Conducted regular client business reviews assessing the performance. Successfully managed the chargeback and refund of the merchant RevenueWire below the threshold defined by the client.Conducted weekly reviews with the Team Leads, Assistant Managers and Deputy Managers.



SRI TECHNICION SOFTECH PRIVATE LIMITED

• India

• Deputy Manager

  • Dec 2012 - Jul 2013

  Managed teams of sales and the technical support for North American customersOverseeing timely publishing of sales and tech dashboards, stacks and employee attendance.Managed the weekly schedules for both the queues.Weekly reviews and one on one with the Assistant Managers and Team Leaders on their team performance.Regular client interaction and handling escalations. Managed teams of sales and the technical support for North American customersOverseeing timely publishing of sales and tech dashboards, stacks and employee attendance.Managed the weekly schedules for both the queues.Weekly reviews and one on one with the Assistant Managers and Team Leaders on their team performance.Regular client interaction and handling escalations.



SABURI TLC WORLDWIDE SERVICES PRIVATE LIMITED

• India
• 1 - 100 Employee

• Assistant Manager

  • May 2012 - Nov 2012

  Managed team of 3 team leaders with overall 30 technical support executives Providing technical support to North America, U.K and Australian region.Regular team reviews and one on ones with the team membersDriving key metrics CSAT, FCR, Resolution, Absenteeism, Attrition, Refunds and Chargeback.Recognized as the best People Manager by the management Managed team of 3 team leaders with overall 30 technical support executives Providing technical support to North America, U.K and Australian region.Regular team reviews and one on ones with the team membersDriving key metrics CSAT, FCR, Resolution, Absenteeism, Attrition, Refunds and Chargeback.Recognized as the best People Manager by the management



IBM Global Process Services

• Assistant Manager - Operations

  • Nov 2010 - May 2012

  Managed a team of 16 executives (voice & remote) along with the SME’s providing technical support for North America, UK and Australian customers.Awarded as Retention Champion for lowest attrition and absenteeism in the process. Conducted one on one with the individual team members to discuss their performance.Sharing feedbacks on the weekly audits done for the agents.Responsible for the KPI’s – CSAT, FCR, AHT, Upsell/RPC, Attendance, Quality and Attrition. Managed a team of 16 executives (voice & remote) along with the SME’s providing technical support for North America, UK and Australian customers.Awarded as Retention Champion for lowest attrition and absenteeism in the process. Conducted one on one with the individual team members to discuss their performance.Sharing feedbacks on the weekly audits done for the agents.Responsible for the KPI’s – CSAT, FCR, AHT, Upsell/RPC, Attendance, Quality and Attrition.



Wipro BPO

• India
• Appliances, Electrical, and Electronics Manufacturing

• Team Leader - Operations

  • Mar 2008 - Nov 2010

  Managed a team of 12 consultants and 1 SME handling Chat, Email and Voice modalities for Kodak Technical Support for All-In-One Printers.Designed and drafted the Fatal Error Policy and the Floor Compliance Policy.Recognized by the management for maintaining lowest attrition rate in the process.Generated chat and email scripts/predefined replies commonly used to get a better customer response and saving handling time.Additionally handled a team of 8 members responsible for upselling AOL Broadband and Talk Plans to UK based customers in an inbound sales process.Sharing the weekly dashboards and progress with the team and the management.Maintaining the lowest attrition in the process with the lowest absenteeism.

• Subject Matter Expert

  • Dec 2007 - Mar 2008

  Responsible for monitoring calls, providing feedback, identifying outliers, generating action plans and step goals in order to enhance their performance.Weekly client call discussing about the key issues and their impact on customer satisfaction. recommending solutions to various issues, suggesting ideas on improving the knowledge base.Conducting training of the team members and floor on top call drivers.

• Senior Associate

  • Sep 2006 - Dec 2007

  Responsible for providing Technical Support (Voice) for IPG Products (HP All-in-One Printers).Recognized by the Client (HP) and Wipro BPO as one of the consistent and top performing associate and customer centric based on the parameters specified by the Client and Company.Rated as G5 P5 (Exceeded Expectations) in the first Appraisal Cycle.