Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Timeline
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PRASHANT GALAGALI

PRASHANT GALAGALI

Sr. Technical Specialist
Bangalore

Summary

Career Objective Seeking a challenging position where I can leverage my experience/expertise in technical support to make significant & meaningful contributions to the organization.

CAREER SNAPSHOT Have 8+ years of experience in ITES industry in consulting, service delivery, operations, leading and managing projects, leading desired outcomes, collaborating, and business partnering having deeper understanding of the business. A hands-on Technical Process Specialist with a proven track record in exceeding expectations for internal deliverables and client success. A result driven professional with experience in website design customization and resolving the booking engine issues. Currently working with the Simplotel Technologies Pvt Ltd, Bangalore as Sr Technical Specialist for Website and Booking Engine.

Overview

13
13
years of professional experience
22
22
years of post-secondary education
3
3
Certifications
8
8
Languages

Work History

Sr Technical Operations

Simplotel Technologies Pvt Ltd
Bangalore
11.2021 - Current
  • Respond, manage, and resolve customer queries and issues sent via a ticketing system
  • Talk clients through a series of actions (either via phone, email, or chat), until their queries and issuesare resolved
  • Develop and implement strategies that will ensure a positive experience that exceeds the hotel and itsguests' expectations
  • Conduct training sessions for clients to effectively leverage the use of our products
  • Follow defined steps to setup and configure our products, coordinating with both external partners aswell as client stakeholders where necessary
  • Key Contributor for the sprint release

Customer Success Support

SemaConnect India Pvt Ltd
Bangalore
10.2020 - 09.2020
  • Worked as Customer Success Support (CSS) to assist drivers in charging their Electric Vehicle andtrouble shoot when required
  • Assist the owners to configure the station and help them in fixing the minor issues

Customer Success Manager

CasaOne Pvt Ltd
Bangalore
08.2014 - 06.2020
  • (CSM) duties to surrounding Order Management, Renewals,
  • Upsell, Retention & Adoption for all US citizens
  • Offices and Staggers
  • Assist the customers to rent the furniture.

Technical Process Specialist/Customer Success Manager

Infosys BPM India Pvt. Ltd, Cisco Systems India Pvt. Ltd
Bangalore
03.2018 - 05.2020
  • Product: Cisco WebEx Customer Success Business in US Market
  • Key Deliverables:
  • Currently performing Customer Success Manager (CSM) Tier-2 duties to surrounding Order
  • Management, Renewals, Upsell, Retention & Adoption for all our SMB and Base Enterprisecustomers from US Market
  • Expertise in the Cisco WebEx product suite ranging from cloud-based collaboration platforms to on-premise solutions to Instant Messaging including UC products
  • Handling 15-member team with helping them for all their concerns
  • Responsible for handling Tier 1 technical calls, emails, and chats from WebEx clients
  • Troubleshooting online meeting connectivity issues using utilities like Wireshark, Fiddler, HTTP
  • Analyzer, and other Internal tools
  • Handled Single Sign-On (SSO)& API configuration and troubleshooting
  • Experience with configuring ACD queues (Automatic Call Distributor) and troubleshooting issuessurrounding its functionality
  • Communicating a sense of urgency and ensuring issues are addressed in a timely manner
  • Given additional responsibility of being the Floor Mentor to all New Hires on floor to hand holding tohave them become self-managed sooner
  • Primary contact for most of Customer Escalations and good at collaborating with Internal teams tofind solutions to customer issues faster
  • Created multiple Knowledge articles addressing technical issues and new process related guides
  • Due to Business transition Technical Support process has been moved to Bulgaria location partner andwe have received the entire Small Medium Business and Base Enterprise Account
  • Management process along with Customer Success Business
  • Collaborate with cross functional team to ensure growth attainment, nurture relationships, andincrease footprint
  • Key Achievements:
  • Resolution time, Customer satisfaction, and Revenue preservation
  • NPS which was needed to be 60% per month, achieved was 80% (exceeded expectations)
  • Focal point for all aspects of customer service

Technical Advisor

Hinduja Global Solution s Pvt Ltd
Bangalore
10.2015 - 03.2018
  • Handled technical support calls for India's leading Broadband provider
  • Handled Home Network and Internet issues along with Broadband hardware device,troubleshooting as well
  • Part of the firmware update management team
  • Helped in planning, scheduling, and pushingfirmware updates to the broadband modems and routers
  • Key Achievements:
  • Resolution time and Customer satisfaction
  • For KPI, 3-day repeat should be less than 15% and retention should be 90%, for which I achieved3 day repeat in 8% which same customers do not call in 3 days, and retention was 99%
  • (exceeded expectation)

Audio & Video Programmer

Online Instruments Pvt. Ltd
Bangalore
07.2014 - 07.2015
  • Handled projects at Huawei Technologies, Accenture, Snider, Honeywell, Lakhanya Residency
  • Programmed Audio Processors
  • Set up Audio/Video Codec Devices for conference rooms and troubleshoot related issues.

Education

B.E (EEE) - Electrical Engineering

KLS Gogte Institute of Technology
Belgaum
07.2006 - 07.2014

Associate of Science - 10+2

GSS College
Belgaum
06.2004 - 03.2006

High School Diploma -

ST Paul's High School
Belgaum
06.1992 - 03.2004

Skills

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Certification

Completed “Customer Success Manager” certification

Affiliations

BE (Electrical & Electronics) from K.L.S Gogte Institute of Technology (Affiliated to VTU) in 2014P.U.C (10+2) from Govindram Seksaria P.U Science College in 2006

Accomplishments

  • Supervised team of 25 staff members.
  • Resolved product issue through consumer testing.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.



Timeline

Sr Technical Operations

Simplotel Technologies Pvt Ltd
11.2021 - Current

Customer Success Support

SemaConnect India Pvt Ltd
10.2020 - 09.2020

Technical Process Specialist/Customer Success Manager

Infosys BPM India Pvt. Ltd, Cisco Systems India Pvt. Ltd
03.2018 - 05.2020

Technical Advisor

Hinduja Global Solution s Pvt Ltd
10.2015 - 03.2018

Customer Success Manager

CasaOne Pvt Ltd
08.2014 - 06.2020

Audio & Video Programmer

Online Instruments Pvt. Ltd
07.2014 - 07.2015

B.E (EEE) - Electrical Engineering

KLS Gogte Institute of Technology
07.2006 - 07.2014

Associate of Science - 10+2

GSS College
06.2004 - 03.2006

High School Diploma -

ST Paul's High School
06.1992 - 03.2004

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PRASHANT GALAGALISr. Technical Specialist