Jai Ganesh
Director Of Product Support
Bengaluru
Summary
Dynamic and results-driven Director of Customer Support with over 14+ years of experience leading high-performing support teams in delivering exceptional customer service. Known for developing and implementing innovative strategies to enhance the overall customer experience and drive business growth. Proven track record of optimizing support processes, improving efficiency, and increasing customer satisfaction scores. Skilled in cross-functional collaboration, team management, and crisis resolution. Adept at leveraging technology to streamline operations and achieve organizational objectives. Seeking to leverage expertise in a forward-thinking company committed to delivering unparalleled customer support and driving long-term success.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
4
4
Languages
Work History
Director of Product Support
Yellow.ai
10.2023 - Current
- Developed and executed strategies to enhance the customer support function, resulting in a 15% improvement in customer satisfaction scores.
- Spearheaded a team of 5 Senior Managers, 20+ customer support representatives and providing mentorship, training, and performance evaluations to drive team productivity and morale.
- Implemented streamlined workflows and standardized procedures, resulting in a 25% reduction in average response time and a 15% increase in first day resolution rates.
- Spearheaded initiatives to improve the overall customer experience, including implementing a customer feedback program and launching proactive support measures, resulting in a 25% decrease in customer churn.
- Fostered collaboration with product development and customer success teams to address recurring customer issues and drive product improvements, resulting in a 15% increase in customer retention.
- Evaluated and implemented customer support workflows, including CRM systems and self-service portals, to streamline processes and improve customer satisfaction.
- Established key performance indicators (KPIs) and reporting mechanisms to track support performance, providing regular updates to senior management and identifying areas for improvement within the team.
- Developed and implemented protocols for handling escalated customer issues, ensuring swift resolution and minimizing negative impact on customer satisfaction.
- Maintained compliance with industry regulations and standards, overseeing quality assurance processes to uphold service quality and customer satisfaction.
Sr, Manager
Global Customer Success Engineering, Contentstack
12.2019 - Current
- Spearheaded a team of 25 customer support professionals, overseeing all aspects of customer service operations, including email, Webform and chat support.
- Developed and implemented strategic initiatives to enhance customer satisfaction, resulting in a 98% every QoQ and 94% in customer retention
- Led process improvement initiatives, optimizing workflows, reducing response times by [percentage], and improving overall efficiency. Created a Gold Master Guide (Support Playbook) for 24×7 Support model operations
- Responsible to create an internal knowledge base for support and maintenance as part of the continuous process improvement
- Implemented quality assurance programs in Salesforce Service Cloud, resulting in a 92% improvement in customer satisfaction scores
- Achieved a highest level of Response Times across the cases to ensure all the updates and resolution are shared in a timely manner
- Collaborated closely with cross-functional teams, including Sales, Marketing, Product and Engineering to address customer concerns and provide feedback for product/service enhancements
- Ability to translate technical concepts to peers, management, leadership, and customers
- Ensure customer escalations are resolved within agreed-upon timelines, process change ideas are implemented, and Influence others towards action and change
- Developed and delivered comprehensive training programs to improve team members' product knowledge and customer service skills
- Ownership in escalating critical customer issues and help drive through resolution ensuring critical client SLAs are met
- Perform annual reviews of all direct reports; set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
- Implemented customer feedback mechanisms and monitored customer sentiment to drive continuous improvement efforts
Manager
SmartConnect Technologies
03.2019 - 10.2019
- Project scope, BRDs, service level agreements, quotations, sign offs etc
- Excelled in guiding the work of technical teams
- Articulated project goals and scope translated business needs into technicalterms
- Working knowledge of digital technologies such as Web-Chat, Artificial Intelligence driven chatbots, CRM space
- Identifications and creation of client specific intents, context and entities in conversational AI Platform for end-to-end self-service operations through UNFYDCAI
Global Application Support Manager
McCann Worldgroup
11.2015 - 03.2019
- Spearheaded a team of 6 Global Application Support Analysts - L2 overseeing all aspects of customer service operations, including email, Web ticket and chat support
- Managing the complete Application/Product Management in the field of advertising and responsible for studio system deployments for the APAC region
- Designed an Application support model for the advertising suite of apps for 24
- HIred, developed, motivated, and evaluated the performance of assigned staff
- Implemented Change Requests (enhancements & defect corrections) by coordinating with the vendors as raised by the studio heads and ensured there are no risks involved post implementation
- Developed a Knowledge Capture Solution in using Zendesk to assist the business team on the process areas
- Responsible for the deployment of the cPlus suite of applications across the craft network and adoption of new technologies as they are introduced into the agencies.
Associate Consultant
Manthan Software Services Pvt Ltd
06.2013 - 05.2015
- Handled a team size of 4 members as part of operations and the maintained SLA across the projects
- To manage and own the incident life cycle and bug management process
- Debug, troubleshoot and resolve issues within SLA and perform root cause analysis
- Conducted the training programs for new joiners on the processes and functional areas of ARC
- Collaborate with the Development team for solution review of complex bugs and actively follow up with the Development team on solutions to bugs/enhancement for incident resolution.
Support Engineer
Accenture Services India Pvt Ltd
06.2011 - 06.2013
- IT Service Management (ITSM) based on ITIL best practices
- ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk
- Ability to analyze customer requirements and provide/communicate technical expertise to recommend an appropriate solution
- Maintain application availability and service level targets as per Service Level Agreement (SLA).
Application Support Engineer
e4e Business Solutions Pvt Ltd
12.2008 - 03.2010
- Responsibilities include designing the documents, which is based on the requirement specifications
- Ensured proper execution of every function by monitoring QA, production and staging environments
- Provided technical resolution across all PC 8.x related cases and Informatica Cloud Services related queries
- To interact with the R&D team ensuring that the bug fixed is rolled out in the production in the next release of Informatica Cloud Services.
System Support Engineer
Standard Chartered Bank
12.2007 - 09.2008
- Co-ordinate with the Business team to understand the requirements & to develop Business requirement documents
- Worked with business divisions to ensure that all software products are planned, implemented, supports business requirements, operates in a cost efficient and beneficial manner in accordance with Group IT strategy and security policy
- Administrator role on all offline applications there by providing the access to the users.
Education
Master of Computer Applications - Computer Applications
Acharya Institute of Technology
Bengaluru 08.2004 - 08.2007
Bachelor of Science - Electronics
Vivekananda Degree College, Bangalore University
Bengaluru 04.1999 - 03.2002
Associate of Science -
Vivekananda Pre-University College, Karnataka
Bengaluru 04.1997 - 03.1999
High School Diploma -
St. Joseph’s School, Karnataka Board
Bengaluru 04.1996 - 03.1997
Skills
Training and development
Quality assurance and performance metrics
Product ManagementITIL FrameworkStrategic leadership and team management
Process improvement and optimization
Customer relationship management
Application SupportResource PlanningVendor ManagementProblem-solving and conflict resolution
Accomplishments
- Attended a Business Conference in United States for McCann WorldGroup as part of Global Technology Solutions team to put forward various strategies and roadmap for suite of applications on the Technology front for the year 2017
- Responsible for the complete Studio Deployment of the cPlus studio suite of applications including the Due Diligence in Craft Tokyo office and trained the Japanese users on these systems as part of the ad agency studio operations.
Timeline
Director of Product Support
Yellow.ai
10.2023 - Current
Sr, Manager
Global Customer Success Engineering, Contentstack
12.2019 - Current
Manager
SmartConnect Technologies
03.2019 - 10.2019
Global Application Support Manager
McCann Worldgroup
11.2015 - 03.2019
Associate Consultant
Manthan Software Services Pvt Ltd
06.2013 - 05.2015
Support Engineer
Accenture Services India Pvt Ltd
06.2011 - 06.2013
Application Support Engineer
e4e Business Solutions Pvt Ltd
12.2008 - 03.2010
System Support Engineer
Standard Chartered Bank
12.2007 - 09.2008
Master of Computer Applications - Computer Applications
Acharya Institute of Technology
08.2004 - 08.2007
Bachelor of Science - Electronics
Vivekananda Degree College, Bangalore University
04.1999 - 03.2002
Associate of Science -
Vivekananda Pre-University College, Karnataka
04.1997 - 03.1999
High School Diploma -
St. Joseph’s School, Karnataka Board
04.1996 - 03.1997