Karthick Bheema Rao

As a proactive and detail-oriented Support Manager with over 11 years of experience in the IT industry, I possess a broad skillset in support delivery, account management, and pre- and post-sales activities. Throughout my career, I have demonstrated proficiency in staff training and development, fostering a customer-oriented team environment that has resulted in optimal satisfaction levels and a strong track record of building profits and client generation.

As a dedicated Support professional, I am committed to consistently meeting company goals while utilizing organized and efficient practices. I possess a strong ability to work under pressure and adapt to new situations and challenges in order to best enhance the organizational brand.

Technical Support Manager:

• Implemented a new incident management system that resulted in a 20% increase in first call resolution and a 15% reduction in average handle time.
• Developed and implemented a customer satisfaction survey program that improved overall customer satisfaction scores by 25%.
• Led a team of technical support representatives to achieve a 95% customer satisfaction rating, exceeding the company's target goal of 90%.
• Developed and delivered a comprehensive training program for new technical support representatives, resulting in a 50% reduction in onboarding time and an increase in first call resolution rates.
• Worked collaboratively with cross-functional teams to develop and launch a new product, providing technical support during the launch phase and ensuring a seamless customer experience.
• Implemented a new knowledge management system that increased the efficiency of support delivery by 30%, resulting in a significant reduction in support costs.

Technical Consultant in eG Innovations

• Implemented a new monitoring tool for a large enterprise customer(5000 Nodes), resulting in a significant improvement in the customer's ability to proactively manage and maintain their infrastructure in APAC, EMEA zones.
• Reduced the average resolution time for monitoring tool-related incidents by 25% through the development and implementation of new troubleshooting and diagnostic procedures.
• Successfully resolved a critical issue impacting a major customer's monitoring solution, resulting in the renewal of the customer's contract and a significant increase in customer satisfaction.
• Led the development and implementation of new monitoring tool features, resulting in increased customer adoption and improved product competitiveness.
• Provided technical guidance and support to customers during all phases of the monitoring solution implementation, including design, deployment, configuration, and ongoing maintenance and support.