Jagatheeskumar Ramachandran

Stakeholder Mangement:

• Managed inquiries with diverse stakeholders, including donors and non-profit organizations, across multiple channels (email, chat, phone)
• Monitored and analyzed social media comments and messages to gain insights into follower sentiment and overall engagement
• Collaborated with cross-functional teams to deliver timely and effective solutions to stakeholder inquiries and concerns adhering to SLAs
• Demonstrated in-depth platform knowledge and effectively communicated platform value to stakeholders
• Developed internal knowledge resources (process doc, canned responses, best practices)
• Leveraged data to optimize processes, increase csat response rate and improve overall customer satisfaction
• Published monthly reports to larger groups summarizing Voice of Stakeholder and key findings across all channels

Quality Assurance & Performance Mangement:

• Implemented and maintained a robust quality monitoring framework across all support channels
• Conducted thorough quality checks to ensure adherence to established processes and standards
• Analyzed performance metrics to identify trends, opportunities for improvement, and areas of strength
• Provided constructive feedback and coaching to team members to enhance performance and drive a culture of excellence
• Developed and implemented action plans based on data-driven insights to optimize team performance.

• Worked in liaison with Customer Success Managers and the Product team to meet the deliverables of the customers for the assigned accounts
• Managed incident resolution for multiple accounts by providing prompt responses to customer tickets
• Collected and analyzed customer feedback to identify areas for product improvement and communicated insights to technical teams.

Account Management:

• Managed the installation and deployment of products for B2B clients in the US and Canada
• Collaborated with cross-functional teams to meet project deliverables and ensure customer satisfaction
• Executed project plans, while effectively managing timelines and resources
• Worked in liaison with geographically dispersed teams to achieve project objectives
• Built strong relationships with clients by effectively gathering and understanding their installation requirements
• Provided exceptional customer service through timely resolution of client requests and issues
• Optimized resource allocation by strategically deploying skilled technicians
• Ensured project delivery met or exceeded customer expectations
• Managed end-to-end installation requirements of bigger scale, from initiation to closure
• Advocated for customer interests within the organization

Vendor Management:

• Established and maintained relationships with multiple vendors across US & Canada to procure qualified field technicians
• Evaluated the quality of vendor techs and shared regular feedback across multiple parties as per the agreement

Operational Efficiency:

• Ensured operational excellence by adhering to company policies and procedures
• Analyzed recurring issues and implemented corrective action plans in collaboration with regional managers, service delivery managers internally by identifying the gaps.

Customer Support Representative(L1)

• Provided first-line technical and non-technical support to customers of a leading telecom/broadband service provider
• Effectively assessed customer needs and delivered exceptional customer service by resolving inquiries and complaints
• Documented customer interactions and adhered to quality standards

Customer Support Specialist(L2)

• Resolved escalated customer issues through effective troubleshooting and coordination with cross-functional teams
• Implemented strategies to improve customer retention and satisfaction
• Managed the certification process for new hires and developed comprehensive on-the-job training programs
• Achieved 96% success rate during certification attempt 1 with overall rate at 100%

Coaching & Mentoring (SPOC)

• Delivered tailored training sessions to enhance employee performance
• Supported team leadership in performance management and quality improvement initiatives.

• Worked in the domain of Banking and Financial Services and supported the applications handled by one of the leading banks in America
• Published Weekly incident reports.