ARZOO M
SEA Pod Lead,
Bengaluru
Summary
A versatile and dynamic professional with over 5 years of experience in Incident management operational-technical support, customer success, and incident management. Proven track record as a POD Lead since 2023, demonstrating strong technical analysis, quick learning, and effective team facilitation. Recognized for excellent communication, leadership, and decision-making skills, with a commitment to organizational integration and problem-solving.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
POD Lead - SEA Customer Success - CRM
Capillary Technology India Pvt. Ltd.
01.2023 - 08.2024
- Spearheaded incident management for major clients across various geographies, including Abbott, ASICS, PUMA, Valiram, Jotun, Tunglok, Bluebird, Erajaya, Kanmo, KFC Indonesia, and Dominos
- Played a pivotal role in the ticket reduction project, analyzing closed incidents to identify and resolve recurring issues
- Coordinated with cross-functional teams for bug fixes and change requests, ensuring smooth collaboration
- Managed critical escalations for the SEA region, ensuring swift resolution and client satisfaction
- Prepared and presented Monthly Service Reviews (MSR) and Quarterly Business Reviews (QBR) to showcase team performance
- Acted as a reliable point of contact for team members and other POD leads, providing support during absences and emergencies
- Received a Rockstar award for amazing performance in 2023
- Received a Customer Warriors award in 2021
- Received a Wall of FAME 2022 in 2022
Senior Executive - Incident Management
Capillary Technologies
01.2020 - 04.2023
Education
B.Com -
BES Evening College
01.2012 - 01.2016
Skills
Project Management
Certification
ITIL 4 Certification, https://www.coursera.org/account/accomplishments/specialization/GNR3G4PEL405
Accomplishments
- Rockstar Award, 2023
- Customer Warriors Award, 2021
- Wall of FAME, 2022
Passions
- Avid Reader
- Nature Enthusiast
- Tech Curiosity
Timeline
Six Sigma Yellow Belt, https://coursera.org/verify/specializat ion/F84W81EX63XZ
01-2025
ITIL 4 Certification, https://www.coursera.org/account/accomplishments/specialization/GNR3G4PEL405
12-2024
Expert-level certification program at Capillary Academy
01-2024
POD Lead - SEA Customer Success - CRM
Capillary Technology India Pvt. Ltd.
01.2023 - 08.2024
Senior Executive - Incident Management
Capillary Technologies
01.2020 - 04.2023
B.Com -
BES Evening College
01.2012 - 01.2016
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