Hi, I’m
Piyush Wason
SaaS Customer Experience Leader
Gurgaon,HR
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
years of professional experience
2
years of post-secondary education
5
Certifications
Work History
Eptura
Head of technical consultancy
12.2021 - 7 2024
Job overview
- Led the Technical Services team, overseeing project implementation, customer support, and technical consulting to ensure high-quality service delivery and client satisfaction
- Developed and executed strategic initiatives to improve service efficiency, streamline processes, and enhance customer experiences
- Collaborated with cross-functional teams to design and deploy customized solutions that meet clients' specific technical needs and business objectives
- Successfully led a team to consistently deliver over $100K in monthly revenue for 6 months by implementing a robust sales framework and value-driven results strategy.
Aircall
Director of Customer Support
08.2020 - 11.2021
Job overview
- Increased customer satisfaction scores by 16% through the implementation of targeted support initiatives
- Reduced average response time by 22% by optimizing team workflows and implementing new support tools
- Successfully led the support team during the rollout of new product features, ensuring smooth transitions and minimal customer disruption
- Developed a comprehensive training program that reduced new hire onboarding time by 15%
- Supervised and trained support teams, fostering a customer-centric culture
- Analyzed customer feedback and metrics to identify and address areas for improvement
- Collaborated with other departments to streamline processes and improve support efficiency
- Enhanced customer support by implementing and optimizing tools like Jira and Intercom, reducing customer effort.
Condeco Software Pvt. Ltd.
Application Support Manager
03.2013 - 08.2020
Job overview
- Implemented a knowledge base system, resulting in a 25% decrease in support escalations
- Proactively identified and implemented practical improvements to existing workflows, challenging conventional methods
- Provided comprehensive coaching, training, and support to team members
- Spearheaded global recruitment efforts, nurturing talent and cultivating future leaders
- Elevated same-day resolution rates from 24% to 37%, ensuring quicker issue resolution via Phone and Email.
Dell International Service Ltd.
Senior Resolution Expert
09.2008 - 03.2013
Job overview
- Achieved a 95% customer satisfaction rating through effective problem-solving and communication skills
- Resolved escalated customer issues efficiently
- Provided technical expertise in troubleshooting Dell Products.
Education
Liverpool Business SchoolLondon
MBA from Leadership And Strategy
05.2023 - Current
University Overview
Theseis on Exploring the Nexus of Leadership, Culture and Team Dynamics: Unleashing the Power of People in Organisation
IMT Ghaziabad
MBA from Leadership Management
05.2022 - 05.2023
Skills
Team Management and Leadership
Customer Service
Customer Experience
Data Analysis
Knowledge Management
Project Management
SalesForce Service Cloud
Jira
Zendesk
Intercom
SQL
Azure Fundamentals
Problem-Solving
Teamwork and Collaboration
Organization and Time Management
Supervision and leadership
Websites
Certification
Customer Service Management, 09/2021 - Present
Consultationwebinars
- Collaborated with Antwalk as their knowledge consultant to enhance customer support team performance
- Spoke at numerous webinars discussing strategies for Customer Support.
- Offered guidance to newly appointed managers and leadership positions.
Languages
English
Hindi
Awards
- LinkedIn Top Voice, 04/2024 - Present, LinkedIn
- Employee of the year, 12/2018 - 12/2018, Condeco Software Pvt. Ltd
- Peer to Peer Award, 01/2014 - 01/2014, Condeco Software Pvt Ltd
- Best Resolution Expert, 09/2012 - 09/2012, Dell International Services Pvt. Ltd
- Customer Satisfaction Quarterly Award, 07/2010 - 09/2010, Dell International Service Ltd
Software
SQL
SalesForce
Jira
Azure
API
Intercom
Power BI
Additional Information
CONSULTATION & WEBINARS
- Collaborated with Antwalk as their knowledge consultant to enhance customer support team performance
- Spoke at numerous webinars discussing strategies for Customer Support.
- Offered guidance to newly appointed managers and leadership positions.
Honor & Awards
LinkedIn Top Voice (04/2024 - Present) LinkedIn
Employee of the year (12/2018 - 12/2018) Condeco Software Pvt. Ltd
Peer to Peer Award (01/2014 - 01/2014) Condeco Software Pvt Ltd
Best Resolution Expert (09/2012 - 09/2012) Dell International Services Pvt. Ltd
Customer Satisfaction Quarterly Award (07/2010 - 09/2010) Dell International Services Pvt. Ltd
Timeline
Liverpool Business School
MBA from Leadership And Strategy
05.2023 - Current
IMT Ghaziabad
MBA from Leadership Management
05.2022 - 05.2023
Head of technical consultancy
Eptura
12.2021 - 7 2024
Director of Customer Support
Aircall
08.2020 - 11.2021
Application Support Manager
Condeco Software Pvt. Ltd.
03.2013 - 08.2020
Senior Resolution Expert
Dell International Service Ltd.
09.2008 - 03.2013