Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Interests
Timeline
Generic
Jacob Chacko

Jacob Chacko

Manager
Bangalore

Summary

Passion for customers and Employees (Team) is my motivation to keep going in the CS environment. I started of my career as a technical support engineer supporting consumer PS products, later started supporting the team , training the team which moved me up to the next role at HP as ASG – Agent support group. I went on to take up the role of technical lead and worked on many interesting projects like Smart friend, PC Tune-up and Centralized hardware dispatch team. I was then selected to manage the consumer CHD team. As a manager I got to manage several projects that dealt with Employee Engagement, Customer Experience & Efficiency metrics, Leading the Global Social Media team and currently Managing HP Support Communities Global Engagement and Projects - Custodian for > 5.8 M registered users.

Overview

20
20
years of professional experience
6
6
Certifications
3
3
Languages

Work History

Global Engagement Manager, HP Support Communities

HP
06.2022 - Current
  • Utilized analytical tools to monitor progress against engagement objectives regularly, making necessary adjustments to ensure success in achieving goals for the HP Communities
  • Assessed risks associated with engagement model and mitigating potential issues
  • Established clear communication channels between community members and stakeholders
  • Initiate the overall strategy and engagement plan for Experts, SMEs, Agents & Volunteers
  • Reviewing the Gamification model
  • Preparing the overall engagement and communication roadmap
  • Reviewing the community experts’ audit and recruitment plans
  • Managing footprint and ROI for HP Support community
  • Led the Expert & Volunteer annual Audit – Facilitated the CMs and reviewed the different actionable like communication of Expert Program, benefits, on-time invitations, and onboarding/ offboarding were the outcomes of this Initiative
  • Introduced various Engagement programs like Ask Me Anything (AMA) Sessions, Product Workshops, Resolution Rally, Virtual Hackathons, Tech Talks, Enhanced gamification model with Badges & Awards, Global Virtual Coffee Chats or Networking Events, Quarterly Newsletter and Product Testing Opportunities.
  • Introduced usage of Group HUB for Volunteer program called (Metamorphosis) to attract and encourage potential volunteers to graduate as experts
  • Led digital experience teams to build PBI dashboards – was pivotal in bringing the data variance down by working with Analytics, Khoros and lens team to around <=2%
  • Was able to prepare reports and trending W.R.T community user sign-in metrics.
  • Was an integral part of Poly Migration: MoC and Disclaimers for the users of the community.
  • Prepared a Roadmap for the communities and defined the Roles and responsibilities of the communities.
  • Operationalizing Poly communities and developing engagement plans/acting as a bridge between the agents and Poly SMEs.
  • Developing Social listening dashboards for the Community - Early Detection of Issues with Listening Tools and Reporting to GBUs
  • Successfully led Annual Privacy audit for communities
  • Analyzing the key metrics like helpfulness – pivotal in identifying opportunities areas like thorough cadence in fixing broken links, and tracking it
  • Identified Spam/duplicate helpful votes and devised a process with the community team, CX listening and Medallia team to purge such votes.
  • Evaluating new community proposals that are received from the DXT POR Funnel – Inducted Poly TKBs board and AI PC segment
  • Currently Evaluating Sprinklr & Khoros Aurora platforms for Enabling:AI Moderation for Communities, Automate Spam and Helpful Votes Analysis with Sprinklr Filters and Routing of Cases to Appropriate Agent Teams, AI Chatbot Utilizing Existing Knowledge Base, Assess Single Platform for Communities, Drive Stable Infrastructure with Broken Links Crawler and Fix, Utilize Banners with Top Searched Queries for Accepted Solutions/TKBs.

Unit Manager

HP
04.2014 - Current
  • Led the lift and shift project of Social Media team to badged center
  • Was pivotal in developing the Command Center at Bangalore
  • Was pivotal in improving sNPS for Facebook and Twitter support and exceeded goals
  • Was pivotal in improving YouTube Support process and building proactive content
  • Worked on improvement initiatives for Forums accepted solutions (Bangalore support team)
  • Worked on EMEA ADX and SoMe RTT deployment
  • Was pivotal during the EMEA ISO 27001 Certification
  • Was pivotal in improving Premium Customer Experience on IVR
  • Enablement of Call Me back option for Premium Team - India Market
  • Led the Global Social Media Transformation (Integration of Public and Private case handling of all four markets) in to one team
  • Enabled In team Social Escalations team
  • Piloted the etail support for Amazon India
  • Was pivotal in forming Social listening dashboards marketwise for CC through Sprinklr
  • Currently piloting SAPOS in Social media team, Online reputation management - KCI and closeloop process for Escalations and Proactive content creation for HP support handles on FB and TW

Team Manager

HP
01.2012 - 03.2014
  • Actively Engaged with team and consistently delivered on KPIs
  • Was nominated as the Employee Engagement SPOC for CCB, won award for improving Employee Participation
  • Led the Recovery Media sNPS improvement project, won award for improving and exceeding goals in less than 6 months
  • Improved collaboration with stakeholders through calendared reviews
  • Suggested improvement initiatives like Recovery media shipped Instructions, Support document revisions, Video being available for customers, promoting downloadable media, KCI through SMS and improving quality test of media to reduce failures

Technical Lead

HP
03.2008 - 12.2011
  • Was pivotal in Pilot projects like SmartFriend, PC Tuneup, Centralized HW dispatch team
  • Guided teams during process and technical trainings
  • Improved the performance and process through audits and findings
  • Researched and adopted new ways of delivering performing KCI on dispatch cases (Piloted SMS KCI)
  • Was a part of Tiger team to Convergys Philippines for performance management (Chrysallis program)

ASG - Agent Support Group

HP
03.2006 - 02.2008
  • Drove operational improvements which resulted in improved Customer experience results
  • Formulated the Callback and KCI process in CCB
  • Was responsible for Go-live of OS related go-lives, represented HP in MS trainings

TSE - Technical Support Engineer

HP
10.2004 - 02.2006
  • Providing E2E PS technical solutions to Customers.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Acted as Mentor to new joiners and trained them on process and technical topics

Education

M.E.S. Indian School

Bachelor of Technology - Mechanical Engineering

Cochin University of Science And Technology

Skills

  • Implementation Management

  • Stakeholder Management

  • Risk Assessments

  • Best practices optimization

  • Strategic Thinking

  • Continuous Improvement

  • Project Management

  • Transition Management

  • Team Management

  • Vendor Management

Certification

ITIL certification

Accomplishments

Received award for Employee Engagement at CCB ECP Site (2014)

CS Manager Recognition Award from Richard Bailey (2015)

Received award for Recovery Media sNPS improvement project for AMS (2016)

Leading the Way award for Social Media transition Project (2017)

Best Manager Award - (Q2 2018 NA)

AMS Rockstar Event - Valuable Contributions Award - (Q4 2018)

EMEA ISO 27001 Certification for CCB (2019)

CS EMEA Quality award for ADX RTT Project (2020)

Best Manager Award - (Q1 2021 India Market)

Best Manager Award - (Q2 2021 NA)

Ignite Awards H1 FY'21 | CCC 2021 Global Social Media CoE Transformation

Recognition for Accelerating Social Media Program from Lu, Yan (Q4 2021 NA)

Recognition for Global HP Online Communities Annual Engagement Program - Sept'22

Recognition for Global HP Online Communities Engagement Program - Nov'22

Recognition for Global HP Online Communities Engagement Strategy & Planning - Dec'22

Q4'22 DXT Culture Award Winner

Q1'23 DXT Culture Award Winner

Recognition for Global HP Online Communities Engagement Program - April'23

Recognition for Global HP Online Communities Engagement Program - Aug'23

Q1'24 DXT Culture Award

Recognition for Global HP Online Communities Engagement Program - April'24

Interests

Listening to Music

Playing Piano

Badminton

Gardening

Timeline

Global Engagement Manager, HP Support Communities

HP
06.2022 - Current

Unit Manager

HP
04.2014 - Current

Team Manager

HP
01.2012 - 03.2014

Technical Lead

HP
03.2008 - 12.2011

ASG - Agent Support Group

HP
03.2006 - 02.2008

TSE - Technical Support Engineer

HP
10.2004 - 02.2006

M.E.S. Indian School

Bachelor of Technology - Mechanical Engineering

Cochin University of Science And Technology

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