Naveen James

Team Leadership & Development:

• Leading a customer-centric, 15-member technical support team utilizing phone, email, and chat communication channels to deliver exceptional service within a product support environment.
• Empowering the team to achieve timely case resolution by providing guidance and intervening in complex situations.
• Fostering a continuous learning environment by ensuring the team stays updated on the latest technologies, learning from case resolutions, and effectively documenting and sharing knowledge.

Performance Management & Growth:

• Managing team recruitment needs and optimizing resource allocation.
• Onboarding new team members, providing constructive feedback, and conducting regular performance reviews.
• Coaching and mentoring the team to exceed KPIs, leading discussions on appraisals, and recommending promotions and recognition programs.

Account Management & Customer Success:

• Proactively monitoring key Enterprise customer accounts, providing regular insights, addressing concerns, and fostering strong stakeholder relationships.
• Supervising customer interactions (internal and external) to ensure exceptional service and satisfaction.
• Collaborating closely with Engineering and Sales teams to resolve customer issues and identifying upsell opportunities.

Accomplishements:

• Boosted customer satisfaction by 15 percentage year-over-year through strategic initiatives.
• Reduced average problem resolution time by 20% by designing and delivering impactful training programs, continuous coaching and process for support technologies.
• Received 42Gears Think Big Innovation Award, 2023

• Led a high-performing technical support team dedicated to delivering exceptional customer service.
• Empowered team members through performance evaluations, regular 1:1 feedback, and targeted training opportunities to maximize their potential.
• Ensured customer satisfaction by proactively managing escalated cases, tracking progress, and keeping customers informed until resolution.
• Championed continuous improvement by driving technological updates for the team through training and coaching sessions.

Accomplishments

• Transformed customer satisfaction: Increased the Frontline Team's average NPS score from 47% at the beginning of the year 2021 to a consistently high 90% throughout subsequent quarters.
• Streamlined case resolution: Reduced the Frontline Team's average Time-to-Resolve (TTR) by 36% (from 11 days to 8 days) during the year 2021
• Championed knowledge-centered support: Coached engineers on knowledge sharing by creating and editing knowledge base articles.
• Enhanced critical thinking skills: Certified as a Citrix Critical Thinking Coach. Trained engineers on the CCT process and implementation, ensuring consistent problem-solving through continuous audits and feedback.