Anthony Sanjay Sudhakar

Delivering Customer Experience goals set by Executive Leadership by strategizing & executing insight driven operational changes implementing OKR concepts.

Built and scaled skilled teams delivering excellence in front-line & second level Product Support.

Built framework for multiple line of businesses like Email, Phone, Chat, Self-Service Automation.

Oversight on reporting of Metrics CSAT, FCR, Resolution and other leading and lagging indicators.

Built and rolled out multi-tier support for differential Skill & Customer Segments

Own ongoing skill development and capability-building for internal and external training

Established and roll-out customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.

Shaped Cross-functional relationships internally to drive customer centricity in departments like Technology, Engineering, Product and GTM.

Executed appropriate staffing plans to align with business forecasts.

Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.

Technical Support - Managing the complete ticket life cycle (end to end), with responsibility for troubleshooting (including setup and management of customer troubleshooting sessions with engineering), communicating updates, workarounds, and resolutions to customers until the issue is resolved.

Troubleshooting network issues that prevents access to all Cisco cloud based services mentioned above.

Troubleshooting integrated API, SSO, Telephony/VoIP, Jabber, Telepresence, Meeting place related issues.

Identifying server related issues.

Providing proactive technical feedback before release of new products/patch/service upgrades.

Provided suggestions in form of articles to improve internal technical knowledge base.

Account Management - Billing Escalations and Disputes, Collections, Invoicing, Raising feature requests and Refund Processing, Fraud Investigation(Accounts/Billing), Retention, Cancellation, End of Life Communications.

BTS- NPI - Implemented End-to-End cycle of customer relationship engagement for (then) state-of-the-art Electric Vehicle charging stations/consoles that can be remotely access and manage.

Supported Customer and Vendor User interface, connectivity and access related issues.

Logged and reported product defects and feature requests to appropriate teams.

Reporting to build insights on trends and improve operational efficiency.

USCC - Supported CITI Bank Customers on Banking and Technical related issues, adhering to Security and AML policies while providing topnotch experience that CITI bank is know for world over.

Region - North America.