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Kiran Kumar Jogi
Chennai,TN
Summary
Results-driven professional with 19+ years of experience managing in Customer Experience and Relations, specializing in Customer Support, Customer Service, Customer Care, Escalations, Retentions, Product Support, Customer Focus, Customer Engagement, Customer Satisfaction, Customer Management, After-Sales Service, and maintaining excellent customer relationships with consistent Customer Delight.
Notable success in building trust and resolving escalations, resulting in enhanced loyalty and satisfaction scores. Dedicated to aligning customer operations with organizational goals to ensure seamless service delivery across various Customer support industries.
· Skilled at leading cross-functional teams, optimizing operations, and embedding data-driven strategies to elevate customer journeys.
· Recognized for building trust, resolving complex escalations, and driving retention through empathetic engagement and innovative solutions.
· Adept at aligning customer operations with organizational goals, ensuring seamless service delivery, and fostering loyalty across diverse industries.
· Proven ability to mentor teams, streamline workflows, and deliver measurable improvements in satisfaction scores and retention rates.
Committed to creating customer-centric cultures that transform challenges into opportunities and consistently exceed expectations
Overview
4
4
Languages
1
1
Certificate
20
20
years of professional experience
Work History
Senior Software Developer Lead
Standard Chartered GBS
Chennai
11.2022 - 07.2026
- Operationalized Governance: Implemented governance frameworks by embedding clear policies, controls, and processes that ensured data traceability, compliance, and accountability across banking operations. Strengthened audit readiness and regulatory alignment.
- Scale Engineering Productivity: Designed and deployed strategies, automation tools, and streamlined processes to maximize efficiency, reduce bottlenecks, and accelerate delivery, enabling engineering teams to consistently achieve high‑quality outcomes.
- Lead Cross‑Functional Teams: Directed senior engineers, coordinated global squads, and managed vendor partnerships. Successfully united diverse departments to collaborate seamlessly, resolve complex challenges, and deliver integrated solutions on time and within budget.
- CRM Analytics: Leveraged Dynamics 365 data modeling, predictive analytics, and customer 360 insights to improve engagement, satisfaction, and retention. Translated customer data into actionable strategies that boosted loyalty and reduced churn.
- Technical Leadership: Provided vision and mentorship in large‑scale program management, cross‑functional orchestration, and vendor governance. Guided engineering teams to drive innovation, efficiency, and excellence across enterprise initiatives.
- Risk and Compliance: Established robust data controls for financial services, proactively identifying and mitigating risks while ensuring adherence to regulatory standards and policies. Enhanced organizational resilience and safeguarded customer trust.
- Delivery Excellence: Consistently achieved high‑quality outcomes by embedding roadmaps, performance SLAs, and measurable business results into operations. Ensured efficiency, reliability, and customer satisfaction in every service delivered.
Operations Manager, Customer Experience
LTI Mindtree Limited
Hyderabad
05.2019 - 11.2022
- Led cross-functional teams to enhance customer service processes.
- Implemented customer feedback systems for continuous improvement initiatives.
- Streamlined operational workflows to boost efficiency in service delivery.
- Analyzed customer experience data to identify trends and areas for enhancement.
- Coordinated with stakeholders to align service strategies with business goals.
- Managed escalated customer issues, ensuring timely resolutions and satisfaction.
- Managed day-to-day operations of the customer service team, including hiring, training and coaching employees.
- Developed and implemented customer service policies and procedures to improve customer experience.
- Conducted regular performance reviews for customer service staff in order to identify areas for improvement.
- Organized workshops for customers on how best utilize products and services offered by the company.
- Analyzed customer feedback data to identify trends and develop strategies to address customer issues quickly and effectively.
- Participated in strategic planning sessions focused on improving overall business operations through enhancing the customer journey.
- Provided guidance on resolving complex technical issues escalated from frontline staff members.
- Established key performance indicators for tracking progress toward meeting organizational goals related to customer experience.
- Monitored team performance against established benchmarks in order to maximize productivity levels.
- Transformed and processed data to align with the specific needs of users by leveraging requirements and business process understanding.
- Organized daily and weekly connect Scrum calls with team, Product Owners, and Stakeholders to discuss progress, upcoming challenges, and strategies for mitigating them.
- Consistently achieved and maintained above 99% reliability and availability by closely monitoring project plans and identifying areas for improvement in product downtime.
Senior IT Helpdesk Customer Management
Sutherland Global Services
Chennai
10.2009 - 05.2019
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Executed successful initiatives to optimize customer service delivery, sales, and marketing leveraging the functionality of Dynamics 365 CRM's Sales, Marketing, and Customer Service modules.
- Ensured optimal installation and performance monitoring for 'Dell Tech Concierge Software', consistently updating patches.
- Generated highest revenue for DELL consecutively for 3 quarters as a team lead of Software Support Premier Sales.
- Ensured outstanding expectations were met, meeting all SLAs and KPIs.
- Effectively showcased strong leadership abilities throughout the 'Norton Core Router Project, playing a key role in planning, testing, and executing to achieve seamless end-to-end product delivery.
- Facilitated effective risk management by leading team meetings and group discussions to address existing and potential risks.
- Aligned support operations, quality control measures, and turnaround times to deliver high-quality service to clients by reaching amenable agreements on technical delivery plans with data providers.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
Senior Customer Support Technical Engineer
HCL Technologies
Chennai
12.2006 - 12.2008
- Delivered technical assistance to BT (British Telecom) Internet clients, effectively resolving concerns by employing remote-sharing troubleshooting techniques.
- Supported users in ensuring seamless connectivity and proper functioning of their wireless network.
- Managed a team of 12-15 as a Subject Matter Expert, ensuring excellent issue resolution and valued customer relationships.
- Delivered one-on-one support to my team members to facilitate better comprehension and faster learning.
- Maintained consistent performance in improving the NPS (Net Promoter Score)
- Developed and maintained system documentation and user manuals.
- Assisted with the development of new products by providing feedback on design features.
- Maintained up-to-date knowledge of industry trends and best practices related to IT infrastructure.
- Provided technical support to customers over the phone or through email.
Customer Care Support Engineer
Allsec Technologies Limited
Chennai
04.2006 - 12.2006
- Redesigned end-to-end management of multi-step online credit card purchases to expedite transactions.
- Assisted customers with product inquiries and service requests.
- Developed and maintained strong customer relationships through effective communication.
- Greeted customers and responded to inquiries in a timely manner.
- Resolved customer conflicts through active listening, problem solving skills, and creative solutions.
Education
Post Diploma - Computer Applications
Govt. Post Diploma College
Tirupati09.2003
Diploma - Automobile Engineering
Govt. Polytechnic College
Anantapur05.1998
Skills
- Project Management Skills
- Customer relationship management
- Effective communication
- Risk management
- Leadership skills
- Cross-functional collaboration
- Negotiation expert
- Expertise in sales
- Effective workflow management
- Personnel training and development
- Training and mentoring
- Employee scheduling
- Feedback collection
- Customer focused
- Audit support
- Decision-making
- CRM software
- Information security
- Tactful and diplomatic
- Exceptional telephone etiquette
- Team building and Staff Training
- Client relations and retention
- Call center management
- Call monitoring
- Conflict resolution techniques
- Customer relationship management (CRM)
- Budgeting and finance
- Data analysis
- Performance optimization
Certification
• Project Management Professional (PMP), Project Management Institute (PMI)
• PMI Agile Certified Practitioner (PMI-ACP), Project Management Institute (PMI)
• Microsoft Certified: Data Analyst Associate, Microsoft
• Microsoft Certified: Dynamics 365 Fundamentals (CRM), Microsoft
• PMI Agile Certified Practitioner (PMI-ACP), Project Management Institute (PMI)
• Microsoft Certified: Data Analyst Associate, Microsoft
• Microsoft Certified: Dynamics 365 Fundamentals (CRM), Microsoft
Accomplishments
Employee of the Month Award, Mindtree, 07/01/20, for managing the Pilot Team for Power BI Premier with a delighted customer experience.
• High Revenue Generator, Sutherland, 08/01/14, for generating high sales by converting successful leads to customers.
• Wall of Fame Award for increasing the CSAT from 4.2 to 4.8 in 2021, for achieving exceptional customer experience.
• High Revenue Generator, Sutherland, 08/01/14, for generating high sales by converting successful leads to customers.
• Wall of Fame Award for increasing the CSAT from 4.2 to 4.8 in 2021, for achieving exceptional customer experience.
Languages
English
Proficient (C2)
C2
Telugu
Native
Native
Tamil
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Affiliations
Customer Success & CRM Forums: Active participation in professional groups focused on Dynamics 365, Salesforce, and customer success best practices.
• Engagement in workshops or courses on team empowerment, coaching, and organizational leadership.
• Analytics & AI Communities: Involvement in data science meetups or AI-in-business forums, reflecting your interest in predictive analytics and innovation.
• Community Mentorship: Volunteering to mentor young professionals or students in customer service, leadership, or technology fields.
• Nonprofit Customer Support: Assisting NGOs or community organizations with setting up CRM systems or improving their customer engagement processes.
• Digital Literacy Initiatives: Supporting programs that teach digital tools and customer service skills to underprivileged communities.
• Engagement in workshops or courses on team empowerment, coaching, and organizational leadership.
• Analytics & AI Communities: Involvement in data science meetups or AI-in-business forums, reflecting your interest in predictive analytics and innovation.
• Community Mentorship: Volunteering to mentor young professionals or students in customer service, leadership, or technology fields.
• Nonprofit Customer Support: Assisting NGOs or community organizations with setting up CRM systems or improving their customer engagement processes.
• Digital Literacy Initiatives: Supporting programs that teach digital tools and customer service skills to underprivileged communities.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Opportunities Don't happen.You create them.
Chris Grosser
Timeline
Senior Software Developer Lead
Standard Chartered GBS
11.2022 - 07.2026
Operations Manager, Customer Experience
LTI Mindtree Limited
05.2019 - 11.2022
Senior IT Helpdesk Customer Management
Sutherland Global Services
10.2009 - 05.2019
Senior Customer Support Technical Engineer
HCL Technologies
12.2006 - 12.2008
Customer Care Support Engineer
Allsec Technologies Limited
04.2006 - 12.2006
Post Diploma - Computer Applications
Govt. Post Diploma College
Diploma - Automobile Engineering
Govt. Polytechnic College
Personal Information
- Gender: Male
- Nationality: Indian