Raghav Naganathan
Platinum Support Account Manager
Bangalore
Summary
Experienced Customer Support manager bringing 4 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
11
11
years of professional experience
1
1
Certification
5
5
Languages
Work History
Platinum Support Account Manager
Sprinklr
Bangalore
02.2020 - Current
- Monitored employee and customer interactions to assess quality of service.
- Coached employees through day-to-day work and complex problems.
- Prepared employee schedules for maximum coverage during key hours.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Instrumental in taking on the initiative during customer escalations, getting face to face with the customer on calls to ease tense situations.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Senior Product Support Engineer
Sprinklr
Bangalore
01.2019 - 02.2020
- Tested completed projects for functionality and implemented changes to production methods to rectify issues in final products.
- Drove continuous improvement culture in engineering to provide clear product design standards, improve manufacturability through enhanced documentation and reduce engineering cycle time.
- Led continuous improvements in engineering, resulting in clearer product design standards, better manufacturability and reduced engineering cycle time.
- Collaborated with cross-functional teams to conceptualize and refine product concepts.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Monitored system performance to identify potential issues.
Product Support Specialist
Eurofins IT Solutions
Bangalore
05.2016 - 01.2019
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Managed customer relationships by delivering prompt responses to questions.
- Tested product components to identify root causes of issues.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Trained customers to use and maintain equipment to reduce service issues.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Monitoring application database health through SQL queries and resolving database issues before they impact the business end
- Monitoring application interfaces for upstream-downstream feed issues and backlog in interfaces
- Monitoring application downtime activities and performing validations post downtime.
Senior Systems Engineer
Infosys Technologies
Mangalore
03.2013 - 05.2016
- Worked on a ticketing tool resolving end customer issues based on the inputs provided by them.
- Provided support for the applications by: Debugging critical issues by using logger statements and analyzing the code logic of the application.
- Analysis of the issues and providing quick fixes through SQL DML queries.
- Performed root cause analysis to provide resolutions for production issues.
- Monitored application database health through SQL queries and resolving database issues before they impact the business end.
- Monitored application interfaces for upstream-downstream feed issues and backlog in interfaces.
- Monitored application downtime activities and performing validations post downtime.
Education
B.E -
Global Academy of Technology
PUC - undefined
Vidyaniketan PU College
SSLC - undefined
New Public English School
Skills
Team Building
Customer Relations
Training and mentoring
Business administration
Managing service level agreements
Operations management
Customer de-escalation
Customer support
Account management
Key relationship management
Staff Management
Quality assurance
Customer service understanding
Technical Support
Certification
ITIL V3 Certified
Accomplishments
- Award for Excellence in MFG division in the year 2014.
- Award for star performer in the year 2014.
- Award for best team performance in the second quarter of year 2015.
- Award for Star Performer in the year 2016.
- Award for best IT Support Team of the year 2018.
- Award for maximum ticket closures by a Support engineer in the year 2019.
- Award for Gold Top Performer of Q2 in the year 2021.
- Team Award for best SLA metrics in the year 2023.
- Award for Best Manager of Q3 in the year 2023.
Interests
Creative writing
Solving Puzzles like Wordles
Solving Rubik's cube
Foreign Language
Basic German
Personal Information
- Date of Birth: 12/16/90
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Platinum Support Account Manager
Sprinklr
02.2020 - Current
Senior Product Support Engineer
Sprinklr
01.2019 - 02.2020
Product Support Specialist
Eurofins IT Solutions
05.2016 - 01.2019
Senior Systems Engineer
Infosys Technologies
03.2013 - 05.2016
B.E -
Global Academy of Technology
PUC - undefined
Vidyaniketan PU College
SSLC - undefined
New Public English School