Piyush Wason

• 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.

• 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.

• 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.

• 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.

Theseis on Exploring the Nexus of Leadership, Culture and Team Dynamics: Unleashing the Power of People in Organisation