Padma Naik

Key Responsibilities:

Provide Advanced Technical Support (L3).
Lead the resolution of complex network and hardware issues escalated from L1 and L2 support teams, ensuring minimal downtime and optimal system performance.
Also single-handedly closed major projects, which included designing networks and implementing and maintaining them successfully.

Product Testing and Validation: Conduct comprehensive testing of new networking products, firmware, and software updates to ensure quality and performance before launch. Document findings and recommend improvements.

Training and Knowledge Transfer: Develop and deliver technical training sessions to engineers, partners, and clients across the country, focusing on new product releases, networking solutions, and industry trends.

Network Infrastructure Management: Oversee the configuration, deployment, and troubleshooting of networking hardware, including switches, routers, firewalls, and wireless access points in live customer environments.

Product Lifecycle Involvement: Collaborate with R&D and product management teams during the product development cycle to provide feedback on performance, usability, and market needs. Report bugs and non-functionality of features resulting in the release of new firmware files.

Client and Partner Support: Engage with enterprise clients and D-Link partners to provide tailored solutions, pre-sales support, and post-sales troubleshooting for large-scale networking deployments.

Documentation and Reporting: Create detailed technical reports, product configuration SOPs, deployment guidelines, and test case documentation to support product development and technical teams.

Cross-Functional Collaboration: Work closely with internal teams, including sales, marketing, and R&D, to ensure seamless integration of customer feedback into product enhancements and roadmaps.

Key Achievements: Spearheaded the launch of D-Link's latest Outdoor Access Point, leading product testing, and a smooth rollout. Trained over 100 engineers and partners, enhancing their technical capabilities and product knowledge.
Successfully resolved 99% of escalated issues, contributing to increased customer satisfaction, and reduced resolution time.

Key Responsibilities

Call Monitoring and Evaluation: Conduct comprehensive evaluations of inbound and outbound calls to ensure adherence to quality standards, compliance protocols, and customer service excellence.

Performance Analysis: Analyze call data and agent performance metrics to identify trends, areas for improvement, and training opportunities. Provide actionable insights to enhance overall service quality.

Feedback and Coaching: Deliver detailed feedback to agents and team leads, highlighting strengths, and addressing performance gaps. Facilitate one-on-one coaching sessions to drive continuous improvement.

Quality Standards Development: Assist in designing and refining call quality monitoring frameworks, scorecards, and KPIs to align with business goals, and customer expectations.

Process Improvement: Collaborate with operations and training teams to identify bottlenecks, and recommend process enhancements that improve efficiency and customer satisfaction.

Reporting and Documentation: Generate and present regular quality reports and trend analysis to senior management, highlighting key findings, and recommending solutions.
Cross-Functional Collaboration: Work closely with customer service, sales, and technical support teams to ensure consistent and high-quality customer interactions across departments.

Key Achievements: Increased call quality scores by 85% from 60% through targeted feedback and coaching initiatives.
Developed and implemented a new call quality monitoring system that improved efficiency by 80%

Key Responsibilities

Technical Support and Troubleshooting: Provide first-level support to customers and partners by diagnosing and resolving hardware, software, and network issues related to company products.

Product Expertise: Develop in-depth knowledge of company products and services to deliver accurate solutions, and assist in product deployment and configuration.

Customer Interaction: Serve as the primary point of contact for clients, addressing inquiries, guiding them through product features, and ensuring positive customer experiences.

Issue Escalation: Collaborate with L2 and L3 engineering teams to escalate unresolved or complex issues, ensuring timely resolution, and minimizing customer downtime.

Documentation and Reporting: Create detailed technical documentation, knowledge base articles, and FAQs to assist customers and internal teams with troubleshooting and product usage.

Collaboration with Sales Teams: Provide pre-sales technical support by explaining product capabilities and assisting in solution design to meet customer requirements.