Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dhruv Gupta

Hyderabad

Summary

Dynamic Technical Support Engineering Manager with 10+ years of global team leadership experience. Expert in optimizing performance, streamlining processes, and enhancing service delivery. Proven track record in recruiting and managing teams to achieve KPIs and business objectives. Skilled in handling customer escalations, aligning team goals, and providing performance assessments. Consistently exceeds expectations in C-sat, TTR, Productivity, RR rate, SLA, and SLO. adept at risk identification and smooth technology implementations.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Support Manager

Salesforce
Hyderabad
02.2023 - Current
  • Manage a team of 17 Technical Support Engineers, ensuring high performance
    and adherence to service standards.
  • Developed and implemented strategic initiatives to optimize global team performance, streamline processes, and enhance service delivery on a global scale.
  • Recruit and manage a Technical Product support team to meet business
    objectives including customer satisfaction, resolution time, and project
    deadlines.
  • Handled customer escalations quickly and effectively from large enterprise
    customers including Director and C-level executives.
  • Align team objectives with Global Support objectives and assist subordinates in
    defining and achieving their distinct goals.
  • Deliver performance assessments for all direct reports and provide consistent
    feedback on performance and development objectives.
  • Consistently achieving outstanding KPIs while effectively managing all associated metrics(C-sat, TTR, Productivity, RR rate, SLA & SLO)
  • Identified potential risks associated with implementing new technologies or introducing changes into existing systems.

Technical Support Manager Operations L2

VEDANG SERVICES
Jaipur
04.2013 - 01.2023
  • Hired, trained, and developed a highly effective customer support team that
    consistently exceeded 95% customer satisfaction ratings.
  • Reviewed team performance and conducted 1:1 coaching with team leads and
    front-line employees.
  • Handled customer escalations quickly and effectively from large enterprise
    customers including Director and C-level executives.
  • Ensured SLA, SLO & TTR were met by managing technical
    support-related operations.
  • Implemented processes to ensure quality control standards were met when delivering services to customers.
  • Performed analysis of new technologies and trends in order to develop strategies for improving customer service operations.

Team Leader (Technical Support voice chat & email)

07.2016 - 02.2018
  • Coached team members and trained new staff, handling customer issues and
    employee disputes.
  • Attended weekly client calls to discuss performance and areas of improvement.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Developed strategies for problem solving and conflict resolution among team members.

Subject Matter Expert

12.2014 - 07.2016
  • Tested and monitored software, hardware, and peripheral equipment to evaluate
    effectiveness and adequacy.
  • Developed business case, presentations, and RCA reports for senior management.
  • Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
  • Provided live audits, on-floor support, coaching, and training to team members.
  • Managed escalation and resolution of issues, ensuring collaboration between
    operational towers.

Technical Support Executive

04.2013 - 12.2014
  • Developed and maintained customer relationships through effective communication and problem solving skills.
  • Resolved technical queries related to product features, functionality, installation and configuration of software applications.
  • Collaborated with internal teams such as engineering, sales and marketing to ensure a high level of customer satisfaction.
  • Managed Yahoo small business websites and provided support over the available
    channel.
  • Provided technical support to customers via phone, email and online chat.

Education

Bachelor of Technology (B.Tech) in Electronics Engineering -

HIMT College of Engineering

Polytechnic in Electronics and Communication -

HIMT College of Engineering

Schooling -

Army Public School GRC Jabalpur

Skills

  • Operations Management
  • SLA management
  • Incident Management
  • Training and mentoring
  • Escalation management

Certification

  • Salesforce Certified Administrator (SCA)
  • Successful Negotiation: Essential Strategies and Skills (University of Michigan)

Timeline

Technical Support Manager

Salesforce
02.2023 - Current

Team Leader (Technical Support voice chat & email)

07.2016 - 02.2018

Subject Matter Expert

12.2014 - 07.2016

Technical Support Manager Operations L2

VEDANG SERVICES
04.2013 - 01.2023

Technical Support Executive

04.2013 - 12.2014

Bachelor of Technology (B.Tech) in Electronics Engineering -

HIMT College of Engineering

Polytechnic in Electronics and Communication -

HIMT College of Engineering

Schooling -

Army Public School GRC Jabalpur

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