SQL
Farooq Basha Renumanu
Associate Director - Global Customer Support
Hyderabad,TG
Summary
Proven leader in strategic operations and team development, I enhanced service delivery and customer success at Cendyn India Private Limited. Skilled in crisis management and operational efficiency, I led significant improvements in project management and team performance, fostering innovation and reducing costs, while maintaining a strong focus on client relationship management and achieving key performance indicators. Highly organized and self-motivated professional experienced in project management, team development and process improvement. Skilled in developing and implementing strategies to increase efficiency and performance. Passionate about driving business growth and creating positive work environment.
Overview
21
21
years of professional experience
4
4
Certificates
Work History
Associate Director – Global Customer Support
Cendyn India Private Limited
Hyderabad, Telangana
06.2018 - 08.2024
- Oversee the creation of new processes and teams to support business needs, ensuring seamless operations and exceptional customer experiences.
- Led teams of up to 60 personnel, supervising daily performance as well as training and improvement plans.
- Collaborate closely with development, QA, and sustenance teams to resolve issues and drive continuous improvement.
- Improved overall team efficiency by streamlining project management processes and implementing new collaboration tools.
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
- Oversaw annual budget planning processes, ensuring financial goals were met while maintaining optimal resource allocation across departments.
- Manage the training and hiring processes for the client service department, building a diverse and effective workforce.
- Utilize CRM applications such as Salesforce, Jira, Zendesk, and Freshdesk for efficient support operations.
Manager - Enterprise Product Support
Kore.ai
12.2015 - 06.2018
- Acted as the primary point of contact for escalations, ensuring timely and effective resolution of product support issues. Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Collaborated with product development teams to provide customer feedback and support during release activities.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Manager – Application Support Operations & Impleme
VSoft Technologies
12.2009 - 12.2015
- Directed service strategy, transition, and operations for application support and implementation projects.
- Managed a team of over 50 members, handling Level 1 to Level 3 severity issues and ensuring client satisfaction.
- Led process improvements and implemented corrective action plans for enhanced service delivery.
Team Lead - Application Support
E-Centric Solutions
12.2007 - 12.2009
- Managed a team providing support for medical/health domain products, handling medium to severe priority issues.
- Involved in licensing, account management, team building, and customer management.
- Recognized as an excellent performer for the quarter (Apr-Jun 2008).
Technical Support Coach/Expert
Dell International Services
12.2003 - 12.2007
- Analyzed metrics and trends to identify areas for improvement in the support process, leading to continuous enhancements in service delivery standards.
- Progressed through various roles, including Resolution Expert, Technical Support Coach, and Technical Support Expert.
- Consistently recognized for exceptional performance, receiving multiple awards including the prestigious CEO Award in 2005.
- Conducted regular performance reviews to help team members set goals and improve their skill sets.
- Championed adoption of new tools or methodologies among peers, accelerating efficiency gains through early adoption efforts.
Education
Master of Science - Computer Science
G. Pulla Reddy Degree & PG College, Osmania Univer
Hyderabad, India 04.2001 -
Bachelor of Science - Computer Science
Aurora Degree & PG College, Osmania University
Hyderabad, India 04.2001 -
Skills
Team Collaboration and Leadership
Software
HTML
Python
Splunk
Confluence
Sharepoint
Jira
Zendesk
Salesforce
Freshdesk
Certification
Project Management Professional
Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteImportant To Me
Healthcare benefitsFlexible work hoursCompany CultureWork-life balanceCareer advancementTimeline
ITIL® Foundation Certificate in IT Service Management
10-2024
Six Sigma Green Belt Certifcate
07-2024
Certified ScrumMaster
03-2024
Project Management Professional
09-2020
Associate Director – Global Customer Support
Cendyn India Private Limited
06.2018 - 08.2024
Manager - Enterprise Product Support
Kore.ai
12.2015 - 06.2018
Manager – Application Support Operations & Impleme
VSoft Technologies
12.2009 - 12.2015
Team Lead - Application Support
E-Centric Solutions
12.2007 - 12.2009
Technical Support Coach/Expert
Dell International Services
12.2003 - 12.2007
Master of Science - Computer Science
G. Pulla Reddy Degree & PG College, Osmania Univer
04.2001 -
Bachelor of Science - Computer Science
Aurora Degree & PG College, Osmania University
04.2001 -
Accomplishments
- Awarded as Overall Winner under Leadership, Management at Cendyn for Q2FY23
- CSAT Champion for six times in different quarters at Travel Tripper and Cendyn.
- CE Champion of the Team - six times in different months at Dell, India.
- ARR runner up for three times in different quarters
- Prestigious CEO Award for 2005 for overall performance
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