Hi, I’m
Vasudevan Premkumar
Head Of Support, Wati
Chennai
Summary
Dedicated customer experience professional with a history of meeting company goals utilizing consistent and organised practices. Skilled in working under pressure and adapting to new situations and challenges to enhance the organisational brand.
Overview
14
years of professional experience
4
years of post-secondary education
1
Certification
3
Languages
Work History
WatiChennai
Head of Support
12.2022 - Current
Job overview
- Understood use cases and workflows to continually assess systems, best practices, tool quality and suggested areas of improvement.
- Developed and maintained strong partnerships with business operation teams to inspire change within defined processes and workflows.
- Contributed vital, data-backed feedback into product engineering, technical enablement, operational policies and workflows.
- Interacted well with customers to build connections and nurture relationships.
- Reduced operational risks while organising data to forecast performance trends.
- Recruited, hired, and trained initial personnel, working to establish vital internal functions and outline the scope of positions for the new organisation.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
FreshworksChennai
Manager - Customer Support and Success
01.2015 - 11.2022
Job overview
- Cross-trained existing employees to maximise team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on the same page and working toward established business goals.
- Defined clear targets and objectives and communicated to other team members.
- Onboarded new employees with training and new hire documentation.
- Maintained a professional, organised, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
CSS CorpChennai
Escalation Lead
03.2011 - 12.2014
Job overview
- Provided feedback on product or service improvements to meet customer needs and expectations better.
- Followed up on customer interactions to maintain communication and successfully close resolved issues.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Learned and followed customer service policies and procedures to meet organisational and industry standards.
- Helping the new hires to understand the project-level metrics and setting expectations on their roles, responsibilities and objectives. (Projects - Belkin, Linksys, Trendnet).
- Promoting teamwork and responsiveness of individuals in their areas of responsibility.
SitelChennai
Technical Support Specialist
07.2010 - 02.2011
Job overview
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
SutherlandChennai
Technical Support Engineer
11.2009 - 06.2010
Job overview
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Vels UniversityChennai
Bachelor of Engineering from Electronics And Communication
09.2005 - 04.2009
Skills
Teamwork and Collaboration
People & Ops Management
Leadership & Communication
Product development
Training and mentoring
Accomplishments
- Supervised team of 40 staff members.
- Achieved KPIs consecutively by completing with accuracy and efficiency.
- Documented and resolved product issues which led to product developments and enhancements.
Certification
AIGPE - Lean Six Sigma certification
Timeline
Head of Support
Wati
12.2022 - Current
AIGPE - Lean Six Sigma certification
11-2022
Manager - Customer Support and Success
Freshworks
01.2015 - 11.2022
Escalation Lead
CSS Corp
03.2011 - 12.2014
Technical Support Specialist
Sitel
07.2010 - 02.2011
Technical Support Engineer
Sutherland
11.2009 - 06.2010
Vels University
Bachelor of Engineering from Electronics And Communication
09.2005 - 04.2009