Ritesh Patwardhan

Managing a team of support staff. This includes hiring, training, coaching, and performance management of support representatives.

Customer Satisfaction: Ensuring high levels of customer satisfaction, monitor key performance indicators (KPIs) related to customer satisfaction, such as response time, resolution time, and customer feedback scores.

Process Improvement: Continuously improving support processes for efficiency and effectiveness. Analyze support workflows, identify bottlenecks or areas for improvement, and implement solutions to streamline operations.

Cross-functional Collaboration: Interface with various other departments such as Product development, Implementation, Accounts. Facilitate communication and collaboration between departments to ensure a seamless customer experience.

Resource Allocation: Managing resources allocate manpower, tools, and technology resources to ensure that support operations run smoothly and efficiently.

Quality Assurance: Maintaining the quality of support interactions. Monitor and improve the quality of support provided.

Training and Development: Continuous training and development on product knowledge, support processes, and customer service skills. Provide development opportunities to ensure that team has the necessary skills and knowledge to excel in their roles.

Reporting and Analysis: Compile and analyze data related to support operations, such as ticket volume, response times, and customer feedback. This data helps them make informed decisions and identify trends or areas for improvement.

Manage the support department's budget. This includes allocating funds for staffing, training, technology, and other resources, and ensuring that expenses stay within budgetary constraints.

Customer Advocacy: Gather feedback from customers, advocate for their needs and concerns, and work to ensure that the organization's products and services meet or exceed customer expectations.

• Driving sales and marketing practice across business and stakeholders.
• Manages well versed multiple clients
• Manage and Lead product implementations for enterprise customers, taking
  complete ownership of project planning, execution, and customer relationship.
• Manage a team of consultants for implementations across multiple engagements.

• Go over end-to-end business process and provide plans for improvements and use of new functions available in product.
• Create and track change requests for existing customers resulting in better adoption.
• Provide weekly status reports and update to critical and strategic clients.
• Track High and Critical priority tickets for high valued customers and work with customer success team for quick turn around and resolution.

• Perform complex system and business process reviews and other service reviews to
  identify inefficient processes and make sound recommendations for client productivity gains.
• Full-service implementation projects on Property Management.
• Strong functional background with end-to-end business processes & service delivery.
• Determine and document solutions and best practices to contribute to a solutions
  repository.
• Customization and configuration of reports and functionalities.
• Collaborate with analysts, designers, developers, sales, and marketing teams with a focus on meeting and exceeding client expectations and maintaining optimum levels of customer service support.

• Manage a team of Professional Services Consultants and Technical staff to maintain a revenue of $4 Million/year at G6 Hospitality – owners of the iconic Motel 6/Studio 6 budget hotels in the United States.
• Managed a 40-member team of Implementation Consultants, Technical staff and Script writers to convert 1400+ Motel 6/Studio 6 hotels from a legacy PMS to HotelKey PMS (Jan 2017 – Sep 2017)
• Started the India operations and grew the office to over 100+ employees (Jan 2016 – Dec 2016)
• Member, HotelKey Product Team (Jan 2016 – Dec 2016)