Ankit Verma

Salesforce CRM | Service Cloud | Reporting | Production/UAT | CPaaS Operations

As Deputy Manager – Technical Support at Sinch, I lead enterprise support operations across SMS, WhatsApp, RCS, Email and Campaign platforms while working extensively with Salesforce Lightning CRM for case management, reporting, operational monitoring, AI Bot integration, and customer support processes. I collaborate closely with Product, Engineering, QA and Customer Success teams to validate CRM enhancements, improve support workflows and ensure seamless production operations.

• Lead L1 Technical Support operations while ensuring SLA compliance and effective case management.
• Manage Salesforce Lightning Case Management for enterprise support operations.
• Build and maintain Salesforce Reports and Dashboards for operational KPIs including FRT, ART, AHT, Pendency, CSAT, SLA and productivity.
• Create operational dashboards and reports to support management decision-making.
• Validate Salesforce case routing, assignment logic and business workflows before production deployment.
• Participate in User Acceptance Testing (UAT) for Salesforce enhancements and production releases.
• Coordinate with Product and Engineering teams to verify CRM enhancements and issue resolutions.
• Support AI Bot integration within Salesforce for WhatsApp, SMS, RCS, Email and Campaign query management.
• Analyze Salesforce case trends and operational metrics to identify process improvement opportunities.
• Assist in validation of Salesforce objects, business processes and CRM configurations.
• Oversee DLT lifecycle including PE/TM binding, template configuration, keyword testing and compliance.
• Troubleshoot domestic and international message delivery issues across SMS channels.
• Manage VMN services, DLR analysis and repush requests.
• Handle high-priority client escalations involving APIs, templates, routing, campaigns and configurations.
• Coordinate DR-DC switchover activities with Network Operations teams.
• Perform API and Webhook testing using Postman.
• Validate Meta template submissions, Webhook integrations and endpoint configurations.
• Conduct production verification following releases and configuration changes.
• Support Email Gateway configuration, SMTP troubleshooting, IP whitelisting and relay setup.
• Perform UAT and Production validation for messaging solutions.
• Collaborate with telecom operators and engineering teams to resolve critical production issues.
• Design and execute campaign testing for WhatsApp, RCS and Email communication.
• Prepare operational reports, RCA documents and performance analysis for stakeholders.
• Develop SOPs, operational documentation and knowledge articles for support teams.

Platforms: Salesforce, Smart TA Portal, Mesoka, WhatsApp Business API, RCS, Email Gateway, Casper, Admin Zone

Tools: Postman, JIRA, Kibana, SFTP, DLT Portals (Airtel, VIL)

Expertise: Salesforce Reporting, Salesforce Dashboards, CRM Operations, Case Management, Service Cloud Support, UAT, Functional Testing, API Testing, Webhook Validation, Campaign Testing, Email Delivery, Reporting & Analytics, Client Escalation Management, Production Support

• Established clear communication channels to ensure timely information exchange between team members and stakeholders.
• Facilitated decision-making processes through open dialogue and consensus-building techniques within the group.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Streamlined workflows to increase efficiency, reducing turnaround times for critical tasks.
• Shortlisted candidates to address attrition backfill requisitions.
• Trained associates and delivered batch throughput, consistently achieving 100% target.
• Supervised new joiners' On-Job Training (Day 1 to Day 7), ensuring their productivity and quality.
• Arranged TNI sessions based on monthly quality scores for underperforming associates, ensuring their improvement.
• Coordinated with the product team to disseminate new updates to associates, while also suggesting updates to the SOP based on new ideas.
• Promoted a healthy process understanding among associates and leads through regular PKT sessions to minimize errors and customer escalations.
• Collaborated with programmers, engineers, and management to identify process improvement opportunities, propose system modifications, and develop data governance strategies.
• Prepared final analysis reports for stakeholders to facilitate data-driven decision-making based on various facts and trends.
• Managed relationships with three vendors (DR IT Jaipur, DR IT Mohali, ICCS Mysore), monitoring their FRT, pendency, quality, training, attrition, cost management, customer satisfaction, risk reduction, and reporting. Initiated the "new ideas" project involving associates, leads, and vendors.
• Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.
• Created and managed project plans, timelines, and budgets.
• Utilized automated tools to extract data from various sources.

• Shortlisted candidates to fill vacancies due to attrition.
• Trained associates and achieved 100% batch throughput targets.
• Supervised On-Job Training for new associates (Day 1 to Day 7), ensuring their productivity and quality standards.
• Organized TNI sessions based on monthly quality scores to improve underperforming associates.
• Coordinated with the product team to communicate updates to associates, and suggested SOP improvements based on new ideas.
• Fostered a healthy understanding of new processes and daily scenarios among associates and leads through regular PKT sessions, minimizing errors and customer escalations.
• Collaborated with programmers, engineers, and management to identify process improvement opportunities, propose system modifications, and develop data governance strategies.
• Prepared final analysis reports for stakeholders, facilitating data-driven decision-making based on various facts and trends.
• Managed relationships with three vendors (ICCS Mysore, Fusion Durgapur, DR IT Jaipur), monitoring FRT, pendency, quality, training, attrition, cost management, customer satisfaction, risk reduction, and reporting. Initiated the "new ideas" project involving associates, leads, and vendors.
• Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.
• Created and managed project plans, timelines, and budgets.
• Utilized automated tools to extract data from various sources.

• Identified and resolved complex issues using advanced analytical and troubleshooting strategies.
• Developed work plans in alignment with stakeholder requirements.
• Trained and supported new team members, fostering a collaborative culture.
• Applied fresh perspectives and analytical strategies to quickly resolve problems.
• Managed customer relations through effective communication and helpful interactions.
• Worked with four vendors (iEnergizer, Aegis, TBSS, Convergence), monitoring their FRT, pendency, quality, training, attrition, cost management, customer satisfaction, risk reduction, and reporting. Initiated the "new ideas" project involving associates, leads, and vendors.
• Designed strategic plans for component development practices to support future projects.
• Conducted training and mentoring to enhance team productivity, accuracy, and commitment to friendly service.

• Assisted the Process Head in supervising daily operations, ensuring billing targets were met.
• Managed daily delivery and quality assurance, coordinating with teams to resolve customer queries and complaints.
• Implemented process improvements to enhance efficiency and customer satisfaction.
• Analyzed performance metrics and generated reports for strategic decision-making.
• Developed and maintained SOPs to ensure service consistency and quality.
• Collaborated with cross-functional teams to streamline processes.
• Provided training and mentorship to team members, fostering continuous learning.
• Ensured compliance with industry standards and internal policies.

• Managed enrollments, changes, deletions, updates, and EOI analysis, handling client queries and requested operations in the insurance sector via Zeus Desktop software.
• Addressed operational issues and concerns promptly.
• Supervised the team to ensure delivery of customer services and meeting client expectations.
• Generated operational reports for management as required.