Priya Kulgod
Support Operations Manager
Bengaluru,KA
Summary
Results-driven Customer Support Manager with expertise in strategic initiatives and operational efficiency. Proven ability to mentor teams, enhance service quality, and drive measurable improvements in customer satisfaction.
Overview
24
24
years of professional experience
Work History
Customer Support Manager
Broadcom
11.2023 - 08.2026
- Collaborated with cross-functional teams to ensure alignment on product updates and customer needs.
Senior Manager Customer Support
VMware Software India Private Limited
01.2023 - 10.2023
- Led cross-functional teams to drive strategic initiatives and improve operational efficiencies.
- Developed and implemented policies that streamlined project management processes across departments.
- Mentored junior managers, fostering professional growth and enhancing team performance.
- Analyzed market trends to inform product development strategies and align with customer needs.
- Spearheaded adoption of advanced tools, enhancing collaboration and productivity within teams.
- Facilitated workshops to promote innovative thinking and problem-solving among staff members.
- Established key performance indicators to track progress on strategic objectives effectively.
- Collaborated with executive leadership to define long-term business goals and priorities.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
Customer Support Manager
VMware Software India Private Limited
07.2021 - 12.2022
- Led customer support team to enhance service quality and response time.
- Developed training programs for new hires to improve product knowledge and customer interaction skills.
- Implemented workflow improvements that streamlined issue resolution processes, increasing overall efficiency.
- Analyzed customer feedback to identify trends and drive strategic changes in support operations.
- Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Designed performance metrics to evaluate team success and individual growth, resulting in increased productivity levels.
- Completed complex project management tasks on time and under budget to meet department goals.
- Managed department call volume and coordinated department schedules to maximize coverage during peak hours.
- Led and executed customer support team strategy to reach company support goals.
- Monitored employee performance to identify areas for improvement and additional training needs.
Customer Support Supervisor
VMware Software India Private Limited
07.2019 - 06.2021
- Led customer support team to enhance service delivery and improve customer satisfaction.
- Developed training programs for new hires, fostering skill development and knowledge retention.
- Implemented process improvements that streamlined operations and reduced response times.
- Analyzed support metrics to identify trends, driving strategic decisions for enhanced performance.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Mentored staff on best practices, promoting a culture of continuous improvement within the team.
- Facilitated regular performance reviews, guiding team members towards achieving personal and professional goals.
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Analyzed customer feedback to identify areas for improvement.
- Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
- Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
- Continuously monitored team performance through KPIs, addressing any areas of concern promptly and effectively.
- Championed a customer-centric culture, emphasizing the importance of empathy and understanding when interacting with clients, leading to increased customer satisfaction scores over time.
Escalation Specialist
VMware Software India Private Limited
07.2015 - 06.2019
Licensing Support Specialist - Tier 2
VMware Software India Private Limited
04.2010 - 06.2012
Licensing Support Specialist - Tier1
VMware Software India Private Limited
01.2010 - 03.2010
Technical Support Representative
Hewlett Packard Enterprise
11.2007 - 12.2009
- Resolved complex technical issues through effective troubleshooting and customer communication.
- Developed training materials to enhance onboarding processes for new technical support representatives.
- Managed escalated customer cases, ensuring timely resolutions and maintaining service level agreements (SLAs).
- Implemented feedback mechanisms to gather customer insights, driving continuous improvement in support services.
- Developed strong relationships with key clients, fostering trust in our support services as an extension of their own IT departments.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
- Provided after-hours support for urgent issues, ensuring minimal downtime for customers'' critical systems.
- Streamlined support processes by collaborating closely with cross-functional teams and stakeholders.
- Collaborated with cross-functional teams to streamline support processes and enhance customer satisfaction.
- Provided advanced product knowledge to assist customers with inquiries and technical challenges.
- Mentored junior staff, fostering skill development and improving team performance in technical support tasks.
- Analyzed recurring issues to identify trends and recommend system improvements for operational efficiency.
Technical Support Representative
Dell Inc.
08.2005 - 10.2007
- Provided exceptional customer support through troubleshooting and resolving technical issues across various platforms.
- Documented processes and solutions to enhance knowledge base for future reference and training purposes.
- Collaborated with cross-functional teams to escalate complex issues, ensuring timely resolutions for customers.
- Led initiatives to streamline ticketing processes, resulting in faster response times and improved customer satisfaction.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
Customer Service Representative
Infosys Progeon
06.2002 - 07.2005
- Resolved customer inquiries efficiently through multiple communication channels, ensuring satisfaction and retention.
- Collaborated with team members to streamline processes, improving response times and service quality.
- Documented customer interactions accurately in CRM system for effective tracking and follow-up.
- Trained new representatives on customer service policies and tools, enhancing team performance and knowledge base.
- Analyzed customer feedback to identify trends, driving improvements in service delivery and product offerings.
- Managed escalated issues effectively, demonstrating strong problem-solving skills to achieve favorable outcomes.
- Implemented quality assurance measures, ensuring adherence to company policies and enhancing overall service excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelors of Commerce - Business Statistics, Accounting and Economics
BMS Womens College
Bengaluru, India 04.2001 -
Skills
Client relationship building
Client relationship management
Team building
Escalation handling
Training and coaching
Process improvement
Client relations
Conflict resolution
Timeline
Customer Support Manager
Broadcom
11.2023 - 08.2026
Senior Manager Customer Support
VMware Software India Private Limited
01.2023 - 10.2023
Customer Support Manager
VMware Software India Private Limited
07.2021 - 12.2022
Customer Support Supervisor
VMware Software India Private Limited
07.2019 - 06.2021
Escalation Specialist
VMware Software India Private Limited
07.2015 - 06.2019
Licensing Support Specialist - Tier 2
VMware Software India Private Limited
04.2010 - 06.2012
Licensing Support Specialist - Tier1
VMware Software India Private Limited
01.2010 - 03.2010
Technical Support Representative
Hewlett Packard Enterprise
11.2007 - 12.2009
Technical Support Representative
Dell Inc.
08.2005 - 10.2007
Customer Service Representative
Infosys Progeon
06.2002 - 07.2005
Bachelors of Commerce - Business Statistics, Accounting and Economics
BMS Womens College
04.2001 -