Anie Joseph
Mumbai
Summary
Accomplished Global Vice President of Customer Support with extensive expertise in leading Customer Support and customer operations at Cint AB Group. Proven track record in implementing AI-powered solutions, Salesforce Eienstine chatbots, and Agentforce, to enhance customer satisfaction to a record 56.7, and driving operational efficiency through strategic leadership. Career goals include further leveraging AI to innovate customer experience solutions while maintaining high service standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Global Vice President of Operations, CX
Cint AB Group
Gurgaon, Haryana
01.2016 - Current
- Own and drive Customer Support outcomes, effectiveness, and KPIs within the region by Success Plan
- Facilitate operational improvements which streamline processes, leverage automation, eliminate inefficiencies, and enable scale.
- Represent thought leadership in the global support organization.
- Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
- Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; and guiding customers toward self-serve support options.
- Identify training topics and schedule continuing education with a focus on career development and upskilling.
- Lead and manage the Customer Support team, including resource management, hiring, mentorship, and performance management, with a strong focus on people leadership.
- Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
- Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
- Serve as a management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
- Keep informed of product plans and schedule training for Technical Support.
- Analyze Customer trends and adopt knowledge-centric support best practices.
- Drive a close engagement with Engineering and Product teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers & Enhancements.
- Collaborating with these key stakeholders to improve the product feedback loop is a core responsibility.
Product Support Admin
Wunderman Dubai
Dubai
10.2015 - 12.2015
- Resolved customer technical queries, usage problems, and complaints in an efficient, prompt, and professional manner.
- Conducted product testing to ensure quality and functionality.
Service Management Associate
Dell International Services India Pvt Ltd
Noida, Uttar Pradesh
03.2014 - 10.2015
- Coordinated incident ownership and customer account management on a 24x7 basis.
- Oversaw service delivery processes and implemented best practices
- Highest average CSAT across the customer experience teams
- Creating a Global process for escalation and Customer support
- Implementation of Gen AI to drive innovation and efficiency
Education
B.TECH - Electrical, Electronics Engineering Technologies
Anna University Chennai
Chennai, Tamil Nadu01.2013
Higher Secondary - Science and Economics
St. Columba's School
New Delhi, DL01.2009
Skills
- Technical support expertise
- Salesforce and Einstein
- AgentForce & Einstein implementation
- Chatbot deployment
- Customer satisfaction
- Strategic leadership
- Team management
- Process optimization
- Salesforce reporting
- Microsoft Power BI
- SQL proficiency
- Service management
- Stakeholder relations
- Service excellence
- Customer experience
- Customer satisfaction improvement
- Mentorship and coaching
- Executive communication
- Budget planning and forecasting
Certification
ITIL Foundation Certificate in IT Service Management
Accomplishments
- Highest average CSAT across the customer experience teams
- Creating a Global process for escalation and Customer support
- Implementation of Gen AI to drive innovation and efficiency
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Global Vice President of Operations, CX
Cint AB Group
01.2016 - Current
Product Support Admin
Wunderman Dubai
10.2015 - 12.2015
Service Management Associate
Dell International Services India Pvt Ltd
03.2014 - 10.2015
B.TECH - Electrical, Electronics Engineering Technologies
Anna University Chennai
Higher Secondary - Science and Economics
St. Columba's School