Experience

Alvaria, Inc.

• United States
• Software Development
• 700 & Above Employee

• Director - Technical Services, Customer Care at Alvaria

  • Nov 2021 - Present

  • Provides strategic leadership and direction for the delivery of post-sales services and support to clients/customers across the globe. • Responsibility of executing strategic initiatives for the Customer care organization to improve business results. • Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy. • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. • Develops customer service department procedures. Liaises between customers and Engineering, sales, CSMs to address escalations from global customers. • Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Working in a technical support facility, incumbents ensure that customers receive the highest quality technical support. Show less



Aspect Software

• United States
• Software Development
• 500 - 600 Employee

• Sr. Manager - Technical Services, Customer Care

  • Mar 2013 - Nov 2021

  • Leadership to inspire others to achieve high performance resulting in driving business results• Recognize and remove interference to raise the capacity for high performance • Engage, coach and assist with development guidance to achieve individual growth among the team• Develops direct customer relationships and trust building long term Aspect partnership/reference accounts • Responsibility for people management and business results. • Participates in setting up business objectives• Manage first level managers and teams • Sets business objectives for area of responsibility. Develops people and performance goals for unit. • Provide leadership on high profile account issues. Drive global support escalations when necessary• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Show less

• Consultant Aspect Professional Service Global COE Operations

  • Jun 2015 - Feb 2016

  • Oversees various aspects of the full life cycle of the Professional Services engagements from quoting to Statement of Work creation, to delivery and implementation of Aspect Software product solutions leveraging our internally developed methodologies and other proprietary tools/techniques.• Oversee one or more aspects of the life cycle, the solution delivery and scope is defined in a contracted Statement of Work, generated by the Services Sales team.• Performs in both a people management and a technical/implementation leadership capacity.• Performance is typically measured by the effective productive utilization of their employees, customer satisfaction with the deliver solution and the implementation experience, meeting recognized revenue and being compliant with corporate objectives.• Responsible for professional service delivery goals per executed SOW’s. Specific responsibilities include solution design and implementation activities including initial installation/programming, implementation, customization, integration and customer orientation.• Directs and controls the activities of a broad functional area, through several department managers within the company having overall responsibility for planning, implementing and maintaining costs, methods and employees.• Responsible for multiple functions, organizations, locations, products, and/or technical disciplines. May have specific responsibility for a major functional area such as Operations. Show less

• Manager-Technical service

  • May 2010 - Mar 2013

  • Looking after technical support of company customers by Field Engineers, Technicians, and Support Specialists involve in diagnosing, troubleshooting, and repairing.• Responsible for complex electro/mechanical equipment’s, sophisticated computer systems, software systems / applications, or networking and wireless networking systems.• Monitoring Engineers responding to situations where standard procedures have failed to isolate or fixed problems in non-functioning equipment systems or software.• Setting up and maintaining lines of communication with design engineering and software development on design, reliability and maintenance issues.• Maintaining Engineers with the latest upgrades and/or new releases.• Identifying, developing and evaluating Personnel to ensure the efficient operations of the function.• Rendering engineering support to customers, customer support personnel and field support staff on systems & product Issues, etc.• Closely working with customer and company personnel to define technical problems, determining the solution and assisting Customers in implementing the fix.• Giving technical feedback to engineering concerning product changes/enhancements.• Designing tests, tools, and diagnostic procedures for use by product support personnel.• Building direct customer relationships and establishing long term aspect partnership/reference accounts.• Heading direct team and customer base for determining goals to meet business objectives. Show less

• Team Lead Advanced Technology Support

  • Sep 2004 - May 2010

  • Carried out support functions of the products that are supported, delivered to, domestic and International customers• Delivered high quality, highly responsive, effective and caring solutions measured by customer satisfaction• Performed technical and Process Mentoring, Scheduling and Coverage, Escalation Validation (L2 Support), Management Support, supportability and team training requirements• Designed and maintained positive customer relations and coordinated with various functions like ACC, Partners and R&D Teams within the company to ensure that customer issues are handled appropriately and in a timely manner• Ensured ownership of defects and communicating updated status to end user as appropriate• Supported team to determine product-related or customer’s internal technical issues• Resolved problems handled by the team, followed-up and escalated as per procedure and ensured customer satisfaction• Attended conference calls building better customer relationship, increasing quality of service• Functioned with R&D to implement global fixes and emergency releases related to products provided to customers• Collaborated with Support, Partners and R&D Teams to resolve and close long standing issues Show less



Logix Microsystems Limited

• Consultant

  • Dec 2003 - Sep 2004

  Responsible for the Design, Development and implementation of various CTI projects. Responsible for the Design, Development and implementation of various CTI projects.



BPL Telecom Pvt. Limited

• Bangalore

• System Engineer

  • Nov 2000 - Dec 2003

  Was working in CALL CENTER BUSINESS GROUP(CCBG) for the design and implementation of various CTI products using Intel Dialogic cards and PABX’s. Features include ACD, E-mail Reader, Auto-Attendant,LAN/Fax Server, Interactive Voice Response, Unified Messaging and Voicemail etc. Was working in CALL CENTER BUSINESS GROUP(CCBG) for the design and implementation of various CTI products using Intel Dialogic cards and PABX’s. Features include ACD, E-mail Reader, Auto-Attendant,LAN/Fax Server, Interactive Voice Response, Unified Messaging and Voicemail etc.