Rama Narendra
Team Lead
Hyderabad,Telangana
Summary
Tech-driven support specialist and Team Leader with 9+ years in IoT, SaaS, and telematics. Experienced in boosting client satisfaction, driving onboarding and adoption, leading support teams, and enabling revenue growth through upsell and account management.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Technical Support Team Lead | Tier 2
GoFleet Corporation
Canada,Ontario (Remote)
01.2022 - 05.2025
- Supervised Tier 2 support operations, ensuring 100% SLA compliance, timely case resolutions, and smooth service delivery.
- Designed onboarding and training programs, reducing ramp-up time by 40% and achieving 95%+ customer activation rates.
- Partnered with enterprise clients on implementation, renewals, and upsell opportunities, contributing to 95% retention and revenue growth.
- Collaborated with Product and Dev teams to deliver new features and firmware updates, driving higher adoption and CSAT scores above 90%.
- Built and managed reseller/vendor partnerships, supporting contract negotiations, escalations, and enabling consistent sales pipeline growth.
Technical Support Engineer | Tier 1
Orbcomm Technologies
Hyderabad
10.2019 - 01.2022
- Delivered technical support and onboarding across IoT platforms in USA, Canada, Europe, and Australia, ensuring ELD/HOS compliance and customer success.
- Leveraged Salesforce and JIRA for case management while identifying upsell/cross-sell opportunities to support revenue growth.
- Created SOPs and partnered with Product Managers to streamline processes, boosting efficiency and adoption.
Technical Support Analyst
Uber India Research and Development Pvt Ltd
Hyderabad
02.2019 - 10.2019
- Handled high-risk L3-L4 safety cases including accidents, assaults, and other escalations.
Technical Support Specialist
Amazon Development Center
Hyderabad
01.2017 - 01.2019
- Resolved complex seller issues across global marketplaces, ensuring smooth order, billing, and tax operations.
- Handpicked for the high-impact ‘Star Gate' pilot project for consistently exceeding performance benchmarks.
- Contributed to the development and training of Alexa Gen 1 , supporting product innovation and adoption.
Sr. Customer Service Professional
Sitel India Pvt Limited
Hyderabad
08.2015 - 12.2016
- Managed operational losses and reconciliations for UK retailer Trainline.
Education
MBA - Information Technology
IEC University
Solan, India08.2019
Skills
TICKETING & ESCALATION
CRM-ZOHO DESK & ASSIST
ROOT CAUSE ANALYSIS
LEADERSHIP
OWNERSHIP
COMMUNICATION
CRITICAL THINKING
PROBLEM SOLVING
TEAM WORK
ACTIVE LISTENING
Certification
Product Mastery - Geotab (IoT & SaaS), 08/2023 - 04/2024, Geotab's certification arms expertise in deploying, managing, and optimizing IoT and SaaS solutions within its ecosystem.
Accomplishments
- Led onboarding for 30+ enterprise clients with 100% SLA adherence.
- Maintained team CSAT scores consistently above 90%.
- Created training SOPs that reduced support response time by 35%.
- Spearheaded review campaigns that improved online brand credibility.
Timeline
Technical Support Team Lead | Tier 2
GoFleet Corporation
01.2022 - 05.2025
Technical Support Engineer | Tier 1
Orbcomm Technologies
10.2019 - 01.2022
Technical Support Analyst
Uber India Research and Development Pvt Ltd
02.2019 - 10.2019
Technical Support Specialist
Amazon Development Center
01.2017 - 01.2019
Sr. Customer Service Professional
Sitel India Pvt Limited
08.2015 - 12.2016
MBA - Information Technology
IEC University