Manager - Customer Service (Commercial)

Created and improved individual agent level KPI reporting by 50%; Established routine for regular, team-based SLA & KPI reporting
Managed change request process for CRM improvements (Definition of user stories and test cases, testing and analysis of results) from the team
Managed knowledge management for support to improve self-service portal and case deflection for support teams
Assisted the team in robust implementation and testing of Jira-Salesforce connector including vendor management
Collaborated with cross-functional teams to drive organizational change and achieve service improvement goals.
Analyzed SLA & KPI data and trends to identify opportunities for service optimization and enhancement.

Experienced project manager for customer success with end-to-end responsibility from planning to implementation, monitoring and feedback with multiple stakeholders
Reduced the avg. ticket assign time in support from 3 hours to 1 hour; Handled 178% overall increase of incoming tickets on support
Managed to increase the avg. positive CSAT score for support by 29%
Built issues reporting and escalation process for support tooling
Provided operational support to Customer Success Managers in improving overall retention rate by 50% and churn rate by 20%
Assisted the complete migration of Salesforce and Planhat from Freshsales.

Worked as global support manager (dotted-lined reporting for a 6+team), influencing without authority, providing feedback ensuring SLAs and target KPIs achievement.
Improved existing processes for scaling the team to an enterprise level.
Maintained 98% avg. first response SLA and 99% avg. resolution SLA on a consistent basis
Maintained the CRM tool, doing data-analysis for the team and presenting the reports and dashboards for teams' performance and customer insights.
Project manager for Academic and Non-Profit Program since its inception
Collaborated with cross-functional teams to improve customer support
Managed customer issue escalation process
Trained new customer support staff on company policies and procedures.

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