Nilesh Hemnani

Lead and develop a high-performing team of Salesforce Technical Support Engineers, driving continuous improvements in technical capability, customer satisfaction, and operational efficiency through coaching, mentoring, and performance management Successfully led two large-scale global support transitions (UCS and OrgCS migration), driving operational excellence, stakeholder alignment, and enhanced customer experience across regions. Direct case management operations and workforce planning across support functions, optimizing queue distribution and shift coverage to consistently meet SLA commitments and ensure seamless customer support. Design, implement, and govern scalable support processes, escalation frameworks, and service standards, reducing resolution times and improving issue ownership across the organization. Establish and champion a robust knowledge management strategy, creating and maintaining runbooks, troubleshooting guides, and best-practice documentation that increase team productivity and accelerate onboarding. Serve as the senior escalation leader for critical, high-severity, and executive-level customer issues, driving rapid resolution, minimizing business impact, and strengthening customer trust. Partner cross-functionally with Customer Success, Product, and Engineering teams to streamline issue resolution, improve customer advocacy, and deliver a consistent end-to-end customer experience. Develop and present support performance metrics, operational insights, and strategic recommendations to senior leadership, enabling data-driven decision- making and continuous service improvement. Leverage analytics to identify support trends, process bottlenecks, and recurring customer pain points, driving automation, workflow optimization, and measurable improvements in support effectiveness and customer outcomes.

Orchestrated Business Application production support operations, ensuring seamless service for internal and external stakeholders Optimized Customer Support queue management in a 24/7 SaaS environment, maximizing First Contact Resolution rates Spearheaded strategic business initiatives, including resource allocation, goal- setting, and knowledge base enhancement Leveraged advanced analytical skills to identify ticketing trends, implementing data- driven improvements Employed the GROW method for impactful coaching sessions, performance enhancement, and conflict resolution Conducted comprehensive analyses of customer success metrics (CSAT, SLA, SLO, TTR) to drive continuous improvement Cultivated high-performing teams of managers and support engineers, instilling accountability for SOPs and policies Fostered synergistic relationships with Sales, CPQ, Support, and Partner Operations teams to streamline application deployment processes, achieving a 25% reduction in rollout time and enhancing cross-departmental efficiency through effective communication and collaboration.

Steered 24/7 support operations for Google Cloud users across multiple domains Championed customer-centric initiatives to elevate user experience and satisfaction Collaborated closely with Admin, Engineering, and cross-functional teams to optimize customer solutions Spearheaded incident management for high-priority issues, conducting thorough root cause analyses Implemented SMART action plans for support engineers, monitoring progress and driving performance improvements Partnered with recruiting and HR teams to achieve strategic hiring objectives Engineered advanced reporting and analytics solutions to enhance data quality and integrity

Managing a team of Salesforce certified professionals Weekly interactions with in-house SFMC & SFDC for performance review. Manage the team's workload and priorities inline with business demand Own the incident management role for any major incidents or severity 1 & 2 tickets Monitor team KPIs (Productivity, CSat & CE) and identify areas for improvement Identify and address the critical escalations real time Responsible for overall Team Management in terms of Performance, Shrinkage, appraisal discussion and goal setting

Directed a high-performing team of 12-15 professionals, driving excellence across key performance indicators Implemented strategies to optimize throughput and operational efficiency Managed attrition, leave administration, and career development initiatives for team members Conducted one-on-one coaching sessions with 15 team members, leading to a 25% increase in individual productivity and a 20% improvement in overall team performance within 6 months

Troubleshoot issues related to Internet connection, network, broadband devices etc Utilised root cause analysis to diagnose and troubleshoot commonly reoccurring issues Configured and managed over 200 mailboxes, resolving client issues with an average resolution time of under 30 minutes using tools such as Microsoft Exchange and Outlook.

EC Council CEH v7.1

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Salesforce Certified Administrator

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Salesforce Marketing Cloud E-mail Specialist

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