Kavitha P
Customer Success
BANGALORE
Summary
Resourceful manager with 13 years of experience in the IT industry, specializing in customer-facing roles. Demonstrated expertise in SaaS solutions, including e-commerce, supply chain management, and order management solutions. Recognized for exceptional communication skills and a talent for fostering strong interpersonal relationships. Seeking new opportunities to excel in the fast-paced global market and make a significant impact within a growth-oriented organization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager (Sr.Partner Operations Analyst)
IQVIA Analytics Services Pvt. Ltd
04.2019 - 04.2024
- Customer Relationship Management: Strong experience in reviewing and assigning tickets, managing service queues, meeting SLAs, and creating RCA documents
- Building strong relationships with customers, understanding their needs, and ensuring their satisfaction with the product & services
- Technical Expertise: Experience in managing multiple customers simultaneously and efficiently by providing quick solutions for business-critical functions
- Working knowledge of project management tools and software hotfixes, release management processes
- Root cause analysis of SLA deviations, action plan development and resolution
- Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc
- Review daily production reports with researchers to accurately assess that production goals
- Evaluate Employee performance and execute appropriate personnel actions
- Have regular 1:1s with the researchers
- Enforce all of policies and procedures as well as Client requirements
- Handle escalated issues and requests from internal and external Clients and employees; provide feedback and guidance to the staff
- Create and manage KPIs
- Provide clear, concise, measurable objectives to the researchers and review on a regular basis
- Communicate expectations clearly and provide consistent feedback
- Be open to cross training in other functions outside of immediate scope of responsibility
Sr.Customer Support Team Lead
Shell Markets India Pvt Ltd.
03.2016 - 04.2019
- Company Overview: (on a contract basis with Radical IT Solutions)
- Ensuring that tickets are closed within SLA along with Timely acknowledgement, assignment & Queue management of tickets to the team
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions
- Mentor and assist new hires, motivate team members and provide them with their performance feedback
- Ensure that service level is maintained and impacts are managed effectively when making team decisions
- Handling incoming telephone calls and chats from both existing and prospective customers and dealing with all queries
- Manage escalations effectively and take ownership for resolving problems
- Conduct Team Meetings and contribute positive suggestions
- Managing time and multi-tasking
- Perform other duties as assigned by the Line Manager or above from time to time
- To ensure the timely communication of information to colleagues and line management
- Driving the efficiency and effectiveness of each and every ticket
- Monitoring the tickets on regular basis and making recommendations for improvement
- Work on Bounce tickets to ascertain appropriate ownership is established with the relevant resolver group
- Effective interaction with other on-site teams to ensure appropriate details are available related to high priority case
- Timely submission of daily/weekly/monthly productivity reports
- Taking care of onboarding and offboarding activities
- Responding to the emails within SLA routed to site host mailbox
- Coordinating with delivery managers for complex issues and provide the resolution
- Understanding criticality and approach the right team to progress issues
- Ensuring ticket visibility and Improvements in End-user satisfaction
- Implementing new ideas, performing stock reconciliation on monthly basis
- (on a contract basis with Radical IT Solutions)
Customer Solutions Representative
Hewlett Packard Enterprise
02.2014 - 02.2016
- Monitoring functional mailbox
- Creating tickets and categorizing the issues appropriately
- Performing initial analysis of the issue and providing the resolution
- Documenting all the analysis and escalating to next level team
- Continuous follow-up with support teams for relevant updates, tracking against SLA and driving towards resolution
- Answering chats and responding to the emails within SLA
- Report generation as per the request from the leads
- Monitoring and verifying all the Client websites post planned Maintenance
- Taking ownership of Major incidents (Sev1 & Sev2) and responsible for engaging the Technology team and the level 3 team
- Sending regular status updates to the users for Sev1 and Sev2 Issues
Customer support Engineer
Betsol Software India Pvt Ltd
04.2013 - 09.2013
- Troubleshooting Hardware / Networking/OS related queries of customers
- Handling queries from customers and initiate the right response to them, positively and professionally
- Deal with a wide range of products using a powerful information database
- Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand
- Troubleshooting skills on CSP's issues through chats and responding to the emails
- Knowledge/exposure to ticketing tools
- Timely response to customers issues via telephone and Emails
- Regular follow-ups with customers with recommendations, updates and action plans
- Escalate issues in a timely manner according to Standard Operating Procedures
- Create new knowledge base articles to capture new leanings for reuse throughout the organization
Customer Support Associate
Philips Electronics Ltd
08.2010 - 03.2013
- Company Overview: (on contract basis with Sands Creative Solutions Pvt
- Ltd)
- Measure customer satisfaction via SM7 rating and NPS surveys
- Follow up with IM's to complete the Share Point review
- Weekly meetings with the Quality team for a compliance check
- Reporting activities and NPS survey check
- Attending to Client calls and Escalations
- Identifying areas of Process improvements
- Conducting Team Meetings and Updates
- Preparing the release mail with the open issue list and send it to all the stakeholders
- Adhering to the teams SLA, and understanding Quality & Auditing parameters
- Regular follow-ups with customers with recommendations, updates and action plans
- Escalate issues according to Standard Operating Procedures
- (on contract basis with Sands Creative Solutions Pvt
- Ltd)
Education
BE - Information Science and engineering
APS College of Engineering
Skills
- Written communication skills
- Verbal communication skills
- Service delivery
- Problem solving
- Time management
- Product knowledge
- Relationship building
- Project management
- Technical proficiency
- Active listening
- Manage accounts
- Leadership
- On boarding customers
- Innovative
- Experiment
- Excel
- Power BI
- Cross functionally
- Consumer
- Consulting
- Collaboration
- Application support
- CRM solutions such as Salesforce , ServiceNow, PeopleSoft CRM, HP Service Desk, HP Service Manager
- Strategic Business Planning
- Customer facing,
- Process Improvements,
- Business Goals, Action Plans,
- Report generation
- Customer service
- Communication skills
- Attention to detail
- Work quality
Accomplishments
- Achieved good result by completing assigned tasks with accuracy and efficiency.
- Collaborated with team of 32 in the development of Mobile Intelligence.
- Resolved product issue through consumer testing.
- Used Salesforce Platform to develop inventory tracking spreadsheets.
Languages
English
Kannada
Hindi
Coursescompleted
- ITIL 4 Foundation Course
- Technical Support Fundamentals Course
- Operating Systems and You: Becoming a Power User Course
- System Administration and IT Infrastructure Services
- Information Systems and Business Processes Course
- Principles of IT Service management system (ITSM)
Hobbies and Interests
- Writing poems
- Journal making
Training
- Salesforce Trailhead
- OCE marketing campaign designer
- OCE marketing Admin and data specialist
- Quality Customer Service and Customer Service Skills
- SLA and ticket management
Professionalsynopsis
13, customer facing role in IT Industry, SaaS solutions, e-Commerce, supply chain management, order management solutions, Effective communicator, Good interpersonal skills
Certification
- Certified chatgpt and ai expert
- ITIL 4 Foundation Course
- Technical Support Fundamentals Course
- Operating Systems and You: Becoming a Power User Course
- System Administration and IT Infrastructure Services
- Information Systems and Business Processes Course
- Principles of IT Service management system(ITSM)
- Salesforce Trailhead
- Completed training on OCE marketing campaign designer
- Completed training on OCE marketing Admin and data specialist
- Completed training on Quality Customer Service and Customer Service Skills.
- Completed training on SLA and ticket management.
Awards
- IQVIA Impact Program - Silver Award
- Best Team Management award
- Performance and Innovation Award
- Beyond Badge Award
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- English
Timeline
Senior Customer Success Manager (Sr.Partner Operations Analyst)
IQVIA Analytics Services Pvt. Ltd
04.2019 - 04.2024
Sr.Customer Support Team Lead
Shell Markets India Pvt Ltd.
03.2016 - 04.2019
Customer Solutions Representative
Hewlett Packard Enterprise
02.2014 - 02.2016
Customer support Engineer
Betsol Software India Pvt Ltd
04.2013 - 09.2013
Customer Support Associate
Philips Electronics Ltd
08.2010 - 03.2013
- Certified chatgpt and ai expert
- ITIL 4 Foundation Course
- Technical Support Fundamentals Course
- Operating Systems and You: Becoming a Power User Course
- System Administration and IT Infrastructure Services
- Information Systems and Business Processes Course
- Principles of IT Service management system(ITSM)
- Salesforce Trailhead
- Completed training on OCE marketing campaign designer
- Completed training on OCE marketing Admin and data specialist
- Completed training on Quality Customer Service and Customer Service Skills.
- Completed training on SLA and ticket management.
BE - Information Science and engineering
APS College of Engineering
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