ARUN KUMAR BILLAM
Summary
Experienced Service Delivery & Operations Leader with a proven track record managing support teams across SaaS, IoT, ISP, and web hosting domains. Skilled in SLA adherence, quality assurance, escalation handling, and team performance optimization. Expertise in driving CSAT, process improvements, and support automation. Strong focus on cross-functional collaboration and efficient service delivery in tech-driven environments.
Overview
19
19
years of professional experience
Work History
Team Manager - Industry: SaaS Product - EdTech
Firstzen Solutions Pvt Ltd
11.2022 - Current
- Led and developed high-performing support teams across SaaS and e-learning domains, overseeing hiring, training, goal setting, and performance management.
- Provided daily operational direction to analysts managing Tier 1 and Tier 2 customer accounts, ensuring balanced workloads and consistent SLA-driven service.
- Designed and executed training initiatives focused on product knowledge and soft skills, improving agent readiness and enhancing overall service quality.
- Championed continuous improvement through regular feedback loops, process audits, and knowledge base optimization to streamline support operations.
- Partnered with Product, Implementation, and Delivery teams to escalate trends, close gaps in onboarding content, and improve cross-team efficiency.
Manager - SaaS Onboarding - Industry: SaaS Product
PeopleLink Unified Communications Pvt Ltd
04.2022 - 11.2022
- - Drove end-to-end B2B sales for a cloud-based video conferencing solution, onboarding clients across healthcare, education, and enterprise sectors.
- - Built and led a cross-functional inside sales and pre-sales team, improving demo-to-close ratio.
- - Forged key channel partnerships and resellers across Tier 1 and Tier 2 cities, expanding the company's SaaS footprint to 3 new geographic regions.
- - Collaborated with product and marketing teams to tailor go-to-market strategy, resulting in increase in inbound leads and higher conversions.
- - Negotiated large multi-year contracts with enterprise clients, contributing to boost in average deal size.
Program Manager (Contract)- Industry: Health Care
Artech Info Systems Pvt. Ltd
06.2021 - 12.2021
- - Oversaw end-to-end delivery of US healthcare claims processing and prior authorization support programs, managing cross-functional teams across operations, quality, and compliance.
- - Successfully led a team of 60+ associates and 4 team leads, achieving accuracy in claim adjudication.
- - Spearheaded automation initiatives in pre-auth workflows and eligibility checks, resulting in reduction in average processing time and improved member experience.
- - Drove continuous improvement through root cause analysis (RCA) and corrective action plans.
- - Facilitated monthly governance calls, quarterly business reviews, and audit preparedness.
Sr.Team Lead - Industry: Web Domain & Web Hosting
Sykes International Pvt Ltd
12.2020 - 06.2021
- - Led a team of 12 support agents delivering tier-1 and tier-2 assistance for products, including domain registration, DNS management, and website hosting.
- - Coached agents on troubleshooting and hosting tools, improving FCR through regular refreshers and QA mock sessions.
- - Reduced ticket backlog by through real-time queue management, priority ticket triage, and process improvements in first-level resolutions.
Sr.Team Lead - Industry: Electronics & Embedded Sy
Knoah Solutions Pvt Ltd
10.2016 - 10.2020
- - Led a 15-member support team managing end-user queries ensuring 24/7 issue resolution coverage.
- - Maintained SLA above 96% by setting up escalation matrices and real-time queue monitoring.
- - Worked with L2 and engineering teams to resolve recurring IoT connectivity issues, reducing repeat fault tickets.
Recruitment Manager (US IT) - Industry: US IT Recr
Amsoft Technologies Pvt Ltd
10.2012 - 09.2016
- - Led a team of 8–12 recruiters in full-cycle US IT recruitment.
- - Specializing in contract, contract-to-hire, and direct placements across technologies.
- - Built strong client relationships with Tier 1 vendors and direct clients.
Team Lead - Industry: SaaS – Language Learning / E
Knoah Solutions Pvt Ltd
05.2011 - 10.2012
- - Managed a blended support team handling early-stage SaaS-based product support.
- - Revamped training SOPs to align with updated content modules; reduced product-related escalations.
- - Strengthened CSAT by driving tone calibration workshops and empathy scripting.
Team Lead - Industry: SaaS – Language Learning / E
Gold Stone Technologies
02.2009 - 05.2011
- - Managed a support team of 12 handling multilingual voice/chat/email queries.
- - Increased SLA compliance by revamping escalation workflows and live queue monitoring practices.
- - Implemented Rosetta-specific QA Guidelines, leading to sustained 96–98% quality scores.
Senior Technical Support Associate - Industry: Ser
Satyam Nipuna
03.2006 - 10.2008
- In Inbound Contact Centre, assisting customers from USA for their Internet connection.
- Top performer for the month of Dec 2006 and Jan 2007 for Speaks Clear across the floor.
Education
Bachelor of Arts - Psychology
Gandhi Institute of Technology & Management
Skills
- Technical support and helpdesk operations
- Team leadership and people management
- Training and performance management
- Customer experience and satisfaction improvement
- Escalation handling and service recovery
- Process improvement and strategy execution
- Cross-functional collaboration
- SLA and ticket management
- Salesforce Service Cloud expertise
- Zoho Desk CRM proficiency
- Zendesk support
- LiveAgent experience
- Jira project management
- Microsoft Office Suite proficiency
Visas
- - United States of America - B1/B2 - Business Visa valid through 06-02-2034
- Canada - Visitor Visa valid through 15-12-2031
Timeline
Team Manager - Industry: SaaS Product - EdTech
Firstzen Solutions Pvt Ltd
11.2022 - Current
Manager - SaaS Onboarding - Industry: SaaS Product
PeopleLink Unified Communications Pvt Ltd
04.2022 - 11.2022
Program Manager (Contract)- Industry: Health Care
Artech Info Systems Pvt. Ltd
06.2021 - 12.2021
Sr.Team Lead - Industry: Web Domain & Web Hosting
Sykes International Pvt Ltd
12.2020 - 06.2021
Sr.Team Lead - Industry: Electronics & Embedded Sy
Knoah Solutions Pvt Ltd
10.2016 - 10.2020
Recruitment Manager (US IT) - Industry: US IT Recr
Amsoft Technologies Pvt Ltd
10.2012 - 09.2016
Team Lead - Industry: SaaS – Language Learning / E
Knoah Solutions Pvt Ltd
05.2011 - 10.2012
Team Lead - Industry: SaaS – Language Learning / E
Gold Stone Technologies
02.2009 - 05.2011
Senior Technical Support Associate - Industry: Ser
Satyam Nipuna
03.2006 - 10.2008
Bachelor of Arts - Psychology
Gandhi Institute of Technology & Management
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