Nishad Sharma
Product Support Manager
Dharamsala,HP
Summary
Dynamic and results-oriented Product Support Manager with over 13+ years of experience in leading high-performing teams to deliver exceptional customer service. Proven track record of implementing strategies to enhance customer satisfaction, streamline processes, and drive revenue growth.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
Product Support Manager
ActiveCampaign
06.2020 - 03.2024
- Developed and implemented strategies to improve customer satisfaction ratings, resulting in a 15% increase within 12 months
- Conducted regular performance evaluations, provide coaching and training, and implement employee development initiatives to enhance team effectiveness
- Led a team of 25+ customer support representatives to deliver outstanding service and support to customers
- Facebook & Instagram Boost post and Add block issues resolved by updating self help troubleshooting procedure
- Set a Record of closing 6000+ tickets in a month sustaining 97% quality
Assistant Manager - Product Support
Collect.Chat
08.2015 - 04.2020
- Developed and implemented strategies to optimize customer support operations, improve efficiency, and enhance overall customer satisfaction.
- Monitored and analyzed key performance indicators (KPIs) to track team performance and identify areas for improvement
- Conducted regular performance evaluations, provide coaching and feedback, and implement training programs to develop team members' skills and capabilities
- Managed a team of 20 customer support representatives, providing coaching, training, and performance management
- Implemented process improvements that resulted in a 10% reduction in response times and a 12% increase in customer satisfaction ratings
- Collaborated with product development and IT teams to address and resolve customer issues and bugs
- Conducted regular team meetings and training sessions to ensure team alignment and proficiency in customer support processes and tools
Senior Product Support Consultant
Wipro Technologies
05.2013 - 06.2015
- Contributed to the development of support documentation, training materials, and knowledge base articles to assist clients in troubleshooting common issues independently.
- Provided technical support and assistance to clients regarding Adobe Creative Cloud Suite. Analyse and troubleshoot client issues, identify root causes, and develop and implement solutions to resolve problems effectively and efficiently.
- Continuously updated knowledge of product updates, enhancements, and new releases to ensure clients receive accurate and up-to-date information.
- Participated in product testing and quality assurance activities, providing feedback and insights to improve product performance and usability.
- Served as a subject matter expert on product features, functionalities, and best practices, delivering training and guidance to clients as needed.
- Collaborated with cross-functional teams, including product development, sales, and customer success, to address client needs and concerns.
- Documented and maintained accurate records of client interactions, issues, and resolutions using CRM software.
Product Support Consultant
Wipro Technologies
11.2011 - 05.2013
- Participated in training sessions to stay updated on new products, features, and support processes.
- Maintained accurate and detailed records of client interactions and technical issues using ticketing systems.
- Collaborated with product development teams to report and resolve software bugs and usability issues.
- Provided technical support to clients via phone, email, and remote desktop tools, resolving issues related to software and hardware products.
- Diagnosed and troubleshooted technical problems, escalating complex issues to higher-level support teams as needed.
- Assisted in the development and implementation of new support processes and procedures to improve efficiency and customer satisfaction.
Education
Bachelor of Arts -
Vallabh Govt. Degree College
04.2001 -
12th
Model Senior Secondary School
10th
D.A.V
Skills
Problem Solving
Training Experience
Implementation Support
Operation Management
Process Improvement
Customer Service
Reliability
Microsoft Access
SLA/ AHT/ Target Management
MS Office Suite/PowePoint
Zendesk/ LimeChat/ FreshWorks/ SalesForce/ Customer360
AS 400 PLATFORM (POSH, LIDS)
Chat/ Voice / Non-Voice
Certification
CEF CERTIFIED (COMMON EUROPEAN FRAMEWORK - BRITISH COUNCIL)
Timeline
Product Support Manager
ActiveCampaign
06.2020 - 03.2024
Assistant Manager - Product Support
Collect.Chat
08.2015 - 04.2020
Senior Product Support Consultant
Wipro Technologies
05.2013 - 06.2015
Product Support Consultant
Wipro Technologies
11.2011 - 05.2013
Bachelor of Arts -
Vallabh Govt. Degree College
04.2001 -
12th
Model Senior Secondary School
10th
D.A.V
Similar Profiles
Marco Morera LoaizaMarco Morera Loaiza
Customer Experience Specialist at ActiveCampaignCustomer Experience Specialist at ActiveCampaign
Xavier CraftXavier Craft
Senior Software Engineer - Email Sending Engine at ActiveCampaignSenior Software Engineer - Email Sending Engine at ActiveCampaign
Alyssa DyasAlyssa Dyas
Product Support Manager at ActiveCampaignProduct Support Manager at ActiveCampaign
Preethi DronamrajuPreethi Dronamraju
Product Owner at ActiveCampaignProduct Owner at ActiveCampaign
Poonam SharmaPoonam Sharma
TGT (Arts) at Vedic Pub. Sr. Sec. SchoolTGT (Arts) at Vedic Pub. Sr. Sec. School