VMS
Ekansh Verma
Lead-Customer Support
Noida,UP
Summary
Result-driven Team Lead experienced in Vendor Management Systems within SaaS and MSP environments. Led teams in managing end-to-end service operations, resolving critical escalations, and enhancing service delivery through effective stakeholder relationships. Focused on aligning support efforts with business objectives to ensure optimal system operations.
Overview
9
9
years of professional experience
Work History
Lead CSR
Simplify Workforce Pvt Ltd
01.2023 - Current
- Led team in resolving complex customer inquiries and escalations.
- Streamlined communication processes between departments to enhance service delivery.
- Mentored new customer service representatives to improve team performance.
- Developed training materials that improved onboarding efficiency for new hires.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Senior Technical Support Executive
Teleperformance Pvt Ltd
12.2021 - 01.2023
- Developed and implemented operational strategies to enhance customer service efficiency.
- Streamlined communication processes across teams to improve collaboration and response times.
- Analyzed performance metrics to identify areas for operational improvement and drive results.
- Mentored junior staff on best practices in customer engagement and service delivery.
- Led cross-functional projects aimed at optimizing workflow and resource allocation.
Information Retrieval Officer
Just Dial
12.2017 - 12.2018
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Education
Bachelor of Science - Science
Chhatrapati Shivaji University
Kanpur, India 04.2001 -
Skills
SaaS & MSP Service Delivery
VMS (Vendor Management System) operations
Stakeholder & Client Management
Incident & Escalation Handling
Quality assurance
Process Improvement & Automation
Team Leadership & Mentoring
Additional Information
I have recently started working closely with clients regarding the Implementation, Project Management, CW
Software
Jira
Microsoft Office
SaaS
Timeline
Lead CSR
Simplify Workforce Pvt Ltd
01.2023 - Current
Senior Technical Support Executive
Teleperformance Pvt Ltd
12.2021 - 01.2023
Information Retrieval Officer
Just Dial
12.2017 - 12.2018
Bachelor of Science - Science
Chhatrapati Shivaji University
04.2001 -