Vishal Kumar

Manage a team of support specialists to deliver enterprise level post sales support resulting in improved CSAT Scores and closed- Loop processes. • Lead a team of support specialists across all three tiers of technical support, managing operational metrics to deliver support to customers at scale. • Manage individual performance, technical and skills development by establishing individual quality goals for team members aligned with Support team goals. • Set clear objectives, evaluated progress, coached, trained, and instilled a high-performance culture focused on teamwork and support excellence resulting in improved customer experience. • Monitor ticket queues and handle by team for user ticket escalation to ensure that corporate SLAs were met and Develop action plans from the Supportability reviews and follow through for • Ensure all company policies and procedures are adhered to at the new offices to promote a healthy work environment. • Motivate employees through special events, incentive programs, and constructive feedback. • Enhance team workflows and employee job satisfaction by coordinating communication between managers and employees. • Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences. • Collaborate with cross-functional teams to identify and resolve complex technical issues resulting in improved product quality and customer satisfaction. • Develop an overarching strategy to improve employee relations and cross-functional collaboration, including establishing the employee resource group and planning events to drive employee engagement and improve retention.

• Managed a team for handling Domestic and International clients for B2B and B2C technical service concerns. • Analyze the business requirements of all departments to determine their technological needs. • Escalation and resolution of software issues to the information systems/development team • Define team goals and lead staff to achieving desired results, and while being accountable for team performance. • Monitored ticket queues and handled by team for user ticket escalation to ensure that corporate SLAs were met. • Worked with the team to achieve service quality targets in the respective business through business. development activities and providing feedback on performance. • Generated and Analyzed sales and Service report and motivated team lead and entire team members for increase sales volume and customer services through training programs and individual support plan. • Generated report for performance management and appraisals to the entire Team. • Analyzed and developed plan for control attrition and shrinkage issues in current project. • Build, motivate, and develop the Lead and entire team through training programs and individual issue resolution report.

• Provide technical services to our US, UK, and Canada Clients. • Managed remote technical support system, ensuring full utilization of support capabilities. • Provided technical mentoring, problem resolution when difficult customers engagements were needed. • Managed the assigned Client support team to build and promote a culture of service excellence. • Provided quality customer service, assisted customers with their questions and provided solutions. • Developed technical Strategy, implemented Customer focused Company Culture, recovered lost accounts. • Used iMantra Software to check daily reports and reviews.

AI & ML

IIT PATNA