Anjali Thekkut
Bengaluru
Summary
Customer Success Leader with ten years of technical support engineering experience. Demonstrated ability to build and lead high-performing teams that surpass customer service goals. Committed to continuous improvement and enhancing customer satisfaction. Skilled in promoting collaboration between support and product teams to achieve significant outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager , Technical Support Engineering
Salesforce
Bengaluru
09.2022 - Current
- Collaborated with product team to establish readiness and address challenges.
- Facilitated cross-functional teamwork to drive product enhancements based on customer feedback, increasing usability and retention.
- Partnered with internal teams to evolve AI strategy, enhancing customer experience and automating support processes while reducing costs.
- Boosted team performance through effective process improvements.
- Oversaw daily operations to ensure productivity and workflow efficiency.
- Developed training programs to enhance staff skills and capabilities.
- Enforced customer service standards, resolving issues to maintain quality.
Tier 3 Support Engineer /Swarm Lead
Salesforce
Hyderabad
02.2019 - 09.2022
- Documented support processes and created user guides for team reference.
- Well equipped on multiple areas including Sales cloud, Service cloud, Experience cloud
- Conducted training sessions for new hires on product
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
Senior Technical Support Engineer
Salesforce
Hyderabad
06.2015 - 02.2019
- Diagnosed and resolved complex customer inquiries effectively.
- Conducted training sessions for new support staff.
- Managed customer escalations with professionalism and care.
Desktop Support Engineer
Unisys Global Pvt Ltd
Bengaluru
07.2013 - 03.2015
- Provided technical support for hardware and software issues to end-users.
- Assisted in developing training materials for new desktop support procedures.
Education
Bachelor of Engineering - Computer Science
Vemana Institute of Technology
Bangalore01-2013
Certification
- Salesforce Platform Administrator
- Salesforce Platform Administrator II
- Salesforce App Builder
- Salesforce Experience Cloud Consultant
- Salesforce Sales Cloud Consultant
- Salesforce Service Cloud Consultant
- Salesforce AI associate
Accomplishments
- Recognized with the Q1 Quarterly Award for Operational Excellence for driving impactful improvements and consistently delivering high operational performance.
- Drove team enablement on the Agentforce platform by leading training initiatives and collaborating with product teams to address adoption challenges, streamline feedback, and improve the overall support experience.
- Built strong partnerships with product teams by regularly providing support-driven insights, highlighting support readiness challenges, and ensuring alignment between product changes and customer impact.
- Spearheaded the launch of a dedicated chat team within the Digital Engagement space, defining workflows and success metrics to enhance real-time customer support and improve response times.
Timeline
Manager , Technical Support Engineering
Salesforce
09.2022 - Current
Tier 3 Support Engineer /Swarm Lead
Salesforce
02.2019 - 09.2022
Senior Technical Support Engineer
Salesforce
06.2015 - 02.2019
Desktop Support Engineer
Unisys Global Pvt Ltd
07.2013 - 03.2015
Bachelor of Engineering - Computer Science
Vemana Institute of Technology