Riya Dutta
Operations Manager
Bangalore
Summary
Experienced operational manager and customer service professional with 9 years of quality performance in driving employee engagement and retention.Proficient in developing, delivering and supporting strategic plans, building strong client relationships and managing complex projects. Seeking to utilize my skills to drive in conjunction with the companies goals and objectives.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Technical Support Supervisor
VMware
08.2022 - Current
- Managed mixed teams of independent contractors and full-time employees, improved employee retention by 87%.
- Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
- Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
- Enhanced customer satisfaction by working with the engineering team in resolving complex technical issues promptly and efficiently.
- Work closely with the team to develop, and implement processes, systems, and technology to support and improve the technical support function, including workflow and incident management
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
- Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.
- Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
Customer Experience Manager
Hewlett Packard Enterprise
09.2021 - 04.2022
- Developed customer retention strategies, handled irate and dissatisfied customers to improve their experience with HPE
- Cultivated long term relationships with regular customers
- Collaborated with multiple teams analyzing inputs for process improvement to prevent escalations and enhance customer experience
- Analyzed customer needs to improve customer experience
- Monitored customer feedback and satisfaction levels to provide feedback to the necessary teams.
Technical Solutions Consultant
Hewlett Packard Enterprise
06.2019 - 04.2022
- Provided technical support for HPE's enterprise Blade, ProLiant and Apollo servers, supporting clients from North America
- Troubleshot various critical issues with server hardware
- Collaborated with multiple teams to resolve issues with servers to prevent and minimize downtime
- Trained new employees to identified issues, analyze information and provide solutions to problems
- Contributed to HPE's sales revenue by finding potential sales opportunities with customers.
Senior IT Analyst
Goldman Sachs
01.2019 - 04.2019
- Worked as a senior IT Analyst in the banking sector providing timely resolution on areas of Networking, LAN, WAN and corporate enterprise domain infrastructure environments
- Collaborated with internal teams to provide support to users in a multi-cultural environment with varying degrees of job profiles and IT support requirements
- Analyzed customer sentiment and preferences to prioritize and improve customer experience.
Senior Technical Support Engineer - Level 2
IBM
07.2015 - 10.2018
- Promoted to the Level 2 technical team within 7 months
- Performed complex troubleshooting related to user and computer profiles, network connectivity, DNS and DHCP problems, printing, Windows OS problems, remote VPN access, software deployment, installation via SCCM and use of general and client-specific on-premise and cloud-based software
- Conducted several trainings for new employees, Level 1 engineers and Subject Matter Experts
- Collaborated with multiple resolver groups and teams to identify and fix complex issues, outages
- Participated in problem and change management to reduce avoidable incidents.
Technical Support Engineer
IBM
01.2015 - 07.2015
- Worked in a B2B environment with the National Australia Bank (NAB, Australia)
- Provided on-call support for critical issues
- Installed software, modified and repaired hardware and resolved technical issues
- Assisted customers with installing applications using Microsoft Software Center (SCCM)
- Managed customers' expectations and experience to a high degree of customer satisfaction.
Education
Bachelor of Engineering - Computer Science -
Visvesvaraya Technological University
01.2010 - 04.2014
Skills
Managing Delivery, daily Work Management and Distribution
Conducting One-O-Ones and team meetings with the team
People management experience including annual appraisals, performance management, disciplinaries
Effective Collaboration Skills
Managing Customer Relations
Quick Learner
Good Team Player
Self-Motivated Analytical
Active Listener
Excellent Customer Service Skills
Adaptable Problem Solver
Customer Retention Training
Mentoring
Microsoft Office Tools
Microsoft Word
Excel
Powerpoint
Outlook
Windows Administration
SCCM
Active Directory
Event Viewer
Performance Monitor
Process Explorer
Networking
DNS
DHCP
HTTP
SSL
TCP/IP
Server Administration
HPE ProLiant servers
Blade servers
iLO
Intelligent Provisioning
Others
Salesforce
ServiceNow
Certification
Certified Customer Success Manager Level 1, 07/2022, 07/2024, SuccessCOACHING
Volunteer Experience
- Rotaract Club of Rajiv Gandhi Institute of Technology, Bangalore, Member, 03/2014, 12/2014, Bangalore, Karnataka, India, CRY Initiative - This was an eye-opening program that we as a club attended. An awareness program about child labor., Clothes Drive & Health camp - We catered to more than 150 workers who were given a health check-up which included dental hygiene, with basic medicines distributed., Visited Samarthana Home for the disabled to donate clothes.
- Nightingales Medical Trust, Volunteer, 2022, Bangalore, India, Spent time with people with dementia and arranged cultural and musical sessions for the residents. Also organized therapeutic activities under guidance.
Timeline
Technical Support Supervisor
VMware
08.2022 - Current
Customer Experience Manager
Hewlett Packard Enterprise
09.2021 - 04.2022
Technical Solutions Consultant
Hewlett Packard Enterprise
06.2019 - 04.2022
Senior IT Analyst
Goldman Sachs
01.2019 - 04.2019
Senior Technical Support Engineer - Level 2
IBM
07.2015 - 10.2018
Technical Support Engineer
IBM
01.2015 - 07.2015
Bachelor of Engineering - Computer Science -
Visvesvaraya Technological University
01.2010 - 04.2014