NAVANITHA HEMANTH
Mysuru
Summary
Dynamic Technical Support Leader with a successful track record at Kaseya Software, recognized for boosting team productivity and enhancing customer satisfaction. Proficient in Microsoft Azure and skilled in building strong relationships, leading to significant improvements in escalation processes. Expertise in leveraging REST API knowledge and effective team management to drive operational success. Aiming to further optimize support strategies and foster collaborative environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Escalation Manager
Twilio India Pvt. Ltd.
01.2024 - Current
- Analyzed customer feedback and identified areas of improvement in the escalation process
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently
- Monitored customer service team performance, providing guidance on how to handle difficult situations
- Ensured compliance with company policies and processes related to escalations management
- Collaborated with internal stakeholders to identify root causes of customer escalations
- Provided technical support to customers during critical incidents or high priority requests
- Communicated regularly with customers regarding their cases, keeping them updated on progress towards resolution
- Participated in regular meetings with other departments to discuss strategies for improving customer service standards
- Resolved customer inquiries and complaints requiring management-level escalation
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
Technical Account Manager
Twilio India Pvt. Ltd.
Bangalore
12.2020 - 12.2023
- Served as the primary point of contact for key clients, fostering and maintaining strong relationships.
- Held regular meetings and check-ins with clients to understand their business goals, and identify opportunities for additional services.
- Acted as the 'voice of the customer' by reviewing feedback from end users, stakeholders, and teams to shape requirements, features, and products.
- Delivered technical support and troubleshooting assistance to clients, ensuring prompt issue resolution, and high levels of client satisfaction. Collaborated with internal teams, including sales, engineering, and product management, to develop and implement innovative solutions tailored to client needs.
- Analyzed customer usage patterns, and proactively engaged in upselling and cross-selling products that aligned with customer requirements, and adhered to telecommunications regulations in the respective country.
- Mentored and trained junior team members, promoting their professional growth, and enhancing overall team productivity.
Assistant Manager
Kaseya Software
08.2017 - 12.2020
- I play a pivotal role in managing technical support tickets for the IT automation tool, VSA, within the MSP domain.
- After four months, I expanded my skill set by cross-training on BMS, a professional services automation tool. I effectively mentored and trained a team of 10 members on both VSA and BMS.
- In 2018, I was promoted to a Level 2 Technical Support role, focusing primarily on high MRR tickets and escalations. My contributions were consistently recognized through positive customer feedback, and high-performance ratings.
- In September 2019, Kaseya began supporting IT Glue in India, and my exceptional performance earned me the opportunity to lead the project. Subsequently, I was promoted to Manager, overseeing a team of 5 support engineers.
- My responsibilities also include technical mentoring, and problem resolution during complex customer interactions. I conduct weekly technical updates on backlog cases, and I am actively involved in daily management reviews, core operations, and team training initiatives.
Support Engineer - Premium Client Services
GTSC Microsoft
10.2016 - 07.2017
- I played a key role in handling escalations from end-users and business partners with issues related to the Azure web portal and billing
- Looking at customer usage, recommend the right usage plan and VM to choose to host the application
- When you see an opportunity, you sell additional services
Customer Support Engineer
CISCO Systems India Pvt. Ltd.
Bengaluru
01.2014 - 08.2016
- Resolved WebEx escalations from end users and business partners with issues related to on-demand collaboration, online meetings, web, and video conferencing solutions.
- Acted as a subject matter expert for Telepresence and Cisco Meeting Room.
- Trained a team of 120 people on the new product, Cisco Spark.
- Proactively helped the customer manage their accounts, promoted upsells, and increased the sales revenue for the business.
- Recognized for good customer survey feedback, and good performance.
- Worked closely with engineering to test the product and gain product knowledge, set up a lab in the Bangalore office, and train 250 support engineers to handle level 1 queries, serving as the SME and escalation point for Cisco Spark.
Education
Bachelor of Computer Applications -
Sagar Gyan Vihar University
Jaipur12-2023
Skills
- Microsoft Azure Certified
- Kaseya VSA
- BMS
- SQL
- Windows networking
- REST API
- SSO
- JavaScript (Basics)
- Reporting and documentation
- CRM software proficiency
- Relationship building
- Team leadership
- Staff scheduling
- Team management
- Train employees
- Support services
Certification
- Certified Scrum Master
- Microsoft Azure Certified
- KCA (Kaseya certified Administrator)
Languages
- Hindi
- English
- Kannada
- Tamil
- Telugu
Personal Information
Date of Birth: 05/31/90
Timeline
Escalation Manager
Twilio India Pvt. Ltd.
01.2024 - Current
Technical Account Manager
Twilio India Pvt. Ltd.
12.2020 - 12.2023
Assistant Manager
Kaseya Software
08.2017 - 12.2020
Support Engineer - Premium Client Services
GTSC Microsoft
10.2016 - 07.2017
Customer Support Engineer
CISCO Systems India Pvt. Ltd.
01.2014 - 08.2016
- Certified Scrum Master
- Microsoft Azure Certified
- KCA (Kaseya certified Administrator)
Bachelor of Computer Applications -
Sagar Gyan Vihar University
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