Ayush Jain
Dehradun
Summary
Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Manager Customer Support
Basware India Pvt Ltd
Chandigarh
04.2024 - Current
- Led a dynamic team of Support Engineers providing multi-channel support via Email, Chat, Community, and Slack.
- Ensured consistent and high-quality support experiences, maintaining focus on caseload management, throughput, and issue resolution.
- Acted as the voice of the customer, collaborating with Engineering to prioritize and resolve critical customer issues.
- Managed day-to-day operational aspects, including performance management, recognition programs, and team readiness in technical and soft skills.
- Facilitated career growth and succession planning for team members, resulting in improved employee retention and satisfaction.
- Championed Product, Technology, and Process improvements to enhance customer support efficiencies and effectiveness.
- Contributed to global and regional Customer Support initiatives, ensuring alignment with divisional goals and objectives.
Manager Customer Support
Basware India Pvt Ltd
Chandigarh
05.2016 - 03.2024
- Devising and implementing Plan to ensure uninterrupted and smooth operations and attainment of objectives.
- Establishing and implementing ‘best practice’ processes across the organization to ensure effectiveness resulting in reduced costs and improved service delivery. Working as Manager Customer services, Support for the various P2P products developed at the organization. Participating in monthly meetings with A/A+ category customers.
- Instrumentally identifying, documenting, and alerting the supervisor on trends in customer inquiries. Seeking new clients and developing a valuable existing client base, focused on operational efficiency translating into cost savings and bottom.
- Initiating and sustaining efforts for improving customer satisfaction through regular relationship calls, identifying & conducting consultation sessions for customers; serving as the endpoint of contact for customer escalations.
- Developing essential business service offerings and building customer relationships to accelerate growth, addressing client priorities through an enthusiastic customer-centric approach, thereby attaining client delight and high compliance scores.
- Shouldering with the overall accountability of delivering a detailed report of CSAT received on resolved cases of team members from customers to management. Working on an improvement plan where we get negative CSAT from customers.
- Delivering feedback by 1:1 meeting with team members about their work
- Dexterously planning skill enhancement of team members. Reporting team to management every month.
- Managing customer-centric operations while adhering to guidelines and ensuring customer satisfaction by achieving delivery and service quality norms. Serving as a point of contact for all stakeholders for the team
- Accountable for planning training and smooth on boarding of new members in the group.
- Handling team with members from India, Romania, and Finland.
- Global owner of Incident Management process and part of audit team for ISO certification to present the process.
Associate Lead Consultant Customer Support
Basware India Pvt Ltd
Chandigarh
04.2015 - 04.2016
- As a part of L3 support, to work on complex cases and providing resolution to customer.
- Help project team with the issues/challenges faced during project implementation.
- Create and modify knowledge base articles that can help L1/L2 support and customers.
- Part of customer lifecycle process, during handover phase from delivery to support.
- Part of bi-weekly meetings with R&D to discuss urgent bugs and their fix release plan.
- Involvement in technical interview for open positions.
- Provide trainings to new joiners.
- Bi-weekly knowledge sharing session with L2 support members to upskill their knowledge level.
Product Support Consultant
Basware India Pvt Ltd
Chandigarh
04.2013 - 03.2015
- As a part of L2 support, to work on customer tickets and provide resolution within specified resolution SLA.
- Enhance knowledge level by planning and undergoing training sessions available in LMS.
- Logging and documenting bugs/defects in JIRA for the R&D team to fix in future releases.
- Providing beginners and intermediate level training for Basware products and services to new hires.
Associate Support Consultant
Basware India Pvt Ltd
Chandigarh
10.2011 - 03.2013
- As a part of L1 support, to work on customer tickets as per available knowledge and process them fast to avoid SLA breaches.
- Provide timely and regular communication to Basware customers according to Case management model.
- Queue management, to assign tickets to team members and inform the ones which are about to breach SLA.
- Create knowledge base articles which can be helpful for the team in case resolution.
- Conduct knowledge sharing session within the team.
Trainee Support Consultant
Basware India Pvt Ltd
Chandigarh
04.2011 - 09.2011
- Gain product knowledge by undergoing trainings sessions, F2F and LMS.
- Gain knowledge on support processes followed by Basware.
- Handle customer cases based on trainings and knowledge available.
- Attend customer chats and provide them update on logged cases.
Education
MBA - Information Technology
Sikkim Manipal University
Dehradun06-2013
Bachelor of Computer Applications - Information Technology
Uttarakhand University
Dehradun06-2011
Skills
- Customer Focus: Dedicated to delivering exceptional customer service and support experiences
- Business Insight: Strong understanding of business operations and strategic alignment with customer needs
- Change Management & Adaptability: Proven ability to lead teams through organizational change and adapt to evolving business requirements
- Collaborative Spirit: Skilled in fostering cross-functional collaborations to achieve shared goals
- Effective Remote Leadership: Experienced in managing remote teams and ensuring high performance and engagement
Languages
English
First Language
Hindi
Proficient (C2)
C2
Certification
- ITIL in 2017
- Lean Six Sigma in 2022
Key Achievements
- Successfully implemented a performance management framework resulting in a 20% improvement in team productivity.
- Initiated a customer feedback loop that improved customer satisfaction scores by 15% within one year.
- Led cross-functional teams to develop and launch new support channels, enhancing customer engagement and support options.
Timeline
Senior Manager Customer Support
Basware India Pvt Ltd
04.2024 - Current
Manager Customer Support
Basware India Pvt Ltd
05.2016 - 03.2024
Associate Lead Consultant Customer Support
Basware India Pvt Ltd
04.2015 - 04.2016
Product Support Consultant
Basware India Pvt Ltd
04.2013 - 03.2015
Associate Support Consultant
Basware India Pvt Ltd
10.2011 - 03.2013
Trainee Support Consultant
Basware India Pvt Ltd
04.2011 - 09.2011
MBA - Information Technology
Sikkim Manipal University
Bachelor of Computer Applications - Information Technology
Uttarakhand University
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