Mahipal Loka
Hyderabad,TS
Summary
Experienced Manager Customer Support bringing 15 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Goal-oriented manager with distinguished experience in Customer Support industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Manager
AVEVA Solutions India LLP
Hyderabad, Telangana
04.2021 - Current
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Implemented process improvements to automate document management systems, call logs and invoicing data to enhance department efficiency.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks
Senior Team Leader
AVEVA Solutions India LLP
HYDERABAD, Telangana
10.2019 - 04.2021
- Discovered training needs and provided coaching.
- Set clear team goals and delegated tasks and set deadlines.
- Mentored and guided employees to foster proper completion of assigned duties.
- Maximized efficiency by removing safety hazards and debris from work areas.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Produced weekly, daily and monthly activity reports and forecasts.
- Cross-trained and provided back up for customer service managers.
- Participated in cross-functional team-building activities.
- Initiated timely response to emails, voicemails and written correspondence.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Team Leader
AVEVA
Hyderabad, Telangana
04.2018 - 10.2019
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Identified stock imperfections, assigned grades and noted production concerns based on regular inspections.
- Led team of Ten members while providing exceptional customer service.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Initiated timely response to emails, voicemails and written correspondence.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Facilitated training for associates through daily coaching and regular performance appraisals.
Senior Technical Support Specialist
AVEVA
Hyderabad, Telangana
10.2014 - 03.2018
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Maximized use of hardware and software by training users and interpreting instructions.
- Prepared references for users by writing clear operating instructions.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve functional issue.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Developed team communications and information for meetings.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Technical Support Engineer
AVEVA
Hyderbad, Telangana
10.2012 - 09.2014
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Served as primary point of contact for support relating to owned solutions and products.
- Developed technical designs for customers, consultants and contractors.
- Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.
- Maintained response times in compliance with internal policies to support business continuity.
- Aligned office departments and increased inter-department communication and data sharing.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented reported faults and bugs for referral to development staff's use in iterative updates.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Analyzed Functional issues to identify troubleshooting methods needed for quick remediation.
- Performed root cause analysis of reported issues to decisively discern and enact corrections.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Senior Analyst
HSBC
Hyderabad, Telangana
05.2010 - 10.2012
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Provided project-level analysis incorporating proposals, sequence diagrams, and scope matrixes.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Managed customer relations by developing effective communications process.
- Supported and aligned efforts to meet business and customer needs.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
Customer Support Representative
SPSoft PVT LTD
Hyderabad, Telangana
10.2008 - 05.2010
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Contributed ideas and practical solutions to support process improvement efforts.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
Customer Service Associate
AXA Business Services
Bangalore , Karnataka
01.2007 - 06.2008
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Executive
Infosys BPO
Bangalore, Karnataka
09.2005 - 11.2006
- Established clear and competitive goals, growth roadmaps and strategic business plans.
- Enabled revenue generation by pursuing partnerships, sourcing funding and capitalizing on market opportunities.
- Reviewed and approved individual division budgets, fiscal reports, proposed activities and staffing level impacting department budget.
- Organized due diligence in preparation for sale of business unit.
- Managed and organized internal communication to hold staff accountable to priorities.
- Reduced operational risks while organizing data to forecast performance trends.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Established clear and competitive goals, growth roadmaps and strategic business plans
Education
Bachelor of Science -
Nalanda Degree College
Adilabad, TG 06.2001 - 08.2005
Skills
Support KPI's and critical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs, AHT, Hold time etc
Languages:- C, C
Software :- AVEVA Net, AVEVA Licensing system & SharePoint
Database :- MS SQL Server 2012, 2008, MS SQLServer 2005 Networks:-Window f
OS: -Microsoft Windows 2008/2003/XP/7/10
CMS:-Pivotal HD, Jira SD,BMC Remedy
Team Building
Inter-department collaboration
Sales proficiency
Additional Information
Father's Name: Mr.Loka Kista Reddy
Birthday: May 27, 1982
Gender: Male
Marital Status: Married
Nationality: India
DECLARATION
I, Mahipal Reddy, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Timeline
Customer Support Manager
AVEVA Solutions India LLP
04.2021 - Current
Senior Team Leader
AVEVA Solutions India LLP
10.2019 - 04.2021
Team Leader
AVEVA
04.2018 - 10.2019
Senior Technical Support Specialist
AVEVA
10.2014 - 03.2018
Technical Support Engineer
AVEVA
10.2012 - 09.2014
Senior Analyst
HSBC
05.2010 - 10.2012
Customer Support Representative
SPSoft PVT LTD
10.2008 - 05.2010
Customer Service Associate
AXA Business Services
01.2007 - 06.2008
Executive
Infosys BPO
09.2005 - 11.2006
Bachelor of Science -
Nalanda Degree College
06.2001 - 08.2005