Basavanneyya Shidagantimath
Bengaluru
Summary
Customer Experience & Operations Leader with 10+ years of global experience across EMEA, North America, and APAC. Proven record in leading 25+ member teams, optimizing KPIs (NPS +10 points, FCR 93%, AHT -20%), and implementing Six Sigma and AI-enabled automation to scale service delivery. Skilled in Salesforce, CRM analytics, and process optimization. Passionate about applying innovation, people leadership, and data-driven decision-making to deliver exceptional customer experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Supervisor
Enphase Energy
Bengaluru
04.2021 - Current
- Manage a global team of 25+ professionals across Germany, Spain, UK, US, LATAM, and APAC.
- Achieved 93% First Call Resolution (FCR), reducing repeat contacts and improving customer satisfaction.
- Boosted Net Promoter Score by +10 points through customer feedback loops, recognition programs, and detractor recovery strategies.
- Reduced Average Handling Time by 20% via workflow redesign, QA initiatives, and proactive outreach.
- Implemented AI assistants and chatbot pilots, reducing inbound call volumes by 15%, freeing agents for complex cases.
- Lowered employee turnover by 15% through growth-mindset hiring and engagement initiatives.
- Led key projects:
- - Dashboard Error Site Management – Reduced critical reporting errors from 9.2% → 3.3%, exceeding CEO’s FY’24 target.
- - Retrofit Program – Resolved device issues across 5,600+ sites, reducing installer call-backs and boosting uptime.
Tech Support Engineer
Enphase Energy
Bengaluru
12.2018 - 03.2021
- Provided technical support for solar energy systems and products.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Collaborated with engineering teams to improve product functionality and performance.
- Developed user guides and documentation for customer reference and training.
- Conducted training sessions for customers on system operation and maintenance.
- Assisted in quality assurance testing for new software updates before deployment.
Accounts Payable Analyst – German Clients
Accenture
Bengaluru
01.2018 - 12.2018
- Processed vendor invoices and reconciliations with 100% compliance and timeliness.
- Strengthened vendor relationships through accurate reporting and dispute resolution.
Senior Customer Representative – German Clients
Concentrix
Pune
11.2017 - 01.2018
- Delivered multilingual (German/English) support via email, chat, and phone.
- Consistently met service quality KPIs, improving customer loyalty and satisfaction.
Education
Bachelor of Engineering - Automotive Engineering
B.V.B. College of Engineering & Technology
Hubli01.2013
Diploma in Automotive Engineering -
KLE Society
Hubli01.2010
Skills
- Global Technical Support Leadership
- AI implementation
- Process improvement
- SLA management
- Strategic planning
- Analytical thinking
- Customer Experience Management
- AI & Automation
- Continuous Improvement
- KPI Tracking & Process Optimization
- Salesforce
- Service Manager
- JIRA/Atlassian
- NICE/CXOne
- Incorta
- CRM Systems
- Cross-Functional Collaboration
- Team Coaching
- Training
- Retention
- Talent Development
Certification
- Six Sigma Yellow Belt – AIGPE
- IBM Introduction to AI
- IBM Generative AI: Prompt Engineering Basics
- Goethe-Zertifikat (German Language)
- Introduction to Scrum and Agile
Accomplishments
- Increased team NPS from 72% → 79% in one quarter through structured detractor analysis.
- Introduced AI-driven automation, deflecting 15% of inbound queries.
- Designed mindset-based screening that reduced attrition by 15%.
- Built scalable customer support frameworks aligned with Six Sigma best practices.
Languages
English
Proficient (C2)
C2
German
Upper Intermediate (B2)
B2
Hindi
Advanced (C1)
C1
Spanish
Beginner
A1
French
Beginner
A1
Timeline
Technical Support Supervisor
Enphase Energy
04.2021 - Current
Tech Support Engineer
Enphase Energy
12.2018 - 03.2021
Accounts Payable Analyst – German Clients
Accenture
01.2018 - 12.2018
Senior Customer Representative – German Clients
Concentrix
11.2017 - 01.2018
Bachelor of Engineering - Automotive Engineering
B.V.B. College of Engineering & Technology
Diploma in Automotive Engineering -
KLE Society