Sadiqullah Noorullah

• Lead support operations across Bangalore, Hyderabad, and Chennai, ensuring consistent service delivery and customer satisfaction.
• Improved regional support operations by streamlining communication and documentation processes.
• Handled multiple high revenue clients (Puravankara, Big Basket, Star Health, Rainbow Hospitals, TVS Motors, and Xiaomi, etc.). and met with their executive-level personnel in person for MBR and QBR to understand their business requirements, and how our new product features add value to increase their business performance, and to receive feedback to enhance support.
• Collaborated with cross-functional teams (Customer Success team, Sales, and Marketing) to resolve escalations and improve support workflows.
• Implemented performance metrics and dashboards to monitor team efficiency and service quality.
• Actioned customer feedback to improve product and service provisions.
• Conducted performance reviews for supporting staff, identifying development opportunities, and addressing areas for improvement.
• Coordinated training programs for support staff, boosting team skills and knowledge in customer service excellence.
• Oversaw the deployment of new technology solutions, improving the efficiency and effectiveness of support operations.
• Directed regional support operations, enhancing team productivity, and service quality across multiple sites.

Company Overview: Formerly Known as CSS Corp.

• Review the team's performance (Backlog, CSAT, Escalations) at regular intervals, and coordinate with the internal team on necessary process improvement plans for individuals.
• established strong relationships with clients, leading to repeat business and positive referrals for the company.
• Conduct timely one-on-one sessions with engineers and subject matter experts to identify challenges and make corrective actions.
• Being part of or conducting meetings with clients and managers on a weekly, monthly, or quarterly basis to discuss the team's performance.
• Partner with other teams, like CSM, Sales, and Engineering, to drive cases toward a solution.
• Responsible for overseeing day-to-day operations and monitoring queues closely to manage day-to-day volume in an efficient way, along with the WFM team.
• Experience in ticketing tools like Salesforce, JIRA, Zendesk, and CRM.

Company Overview: Formerly Known as CSS Corp.

• Worked for one of the largest providers of cloud, premises-based, and hybrid business telephony and unified communications (UC) solutions.
• Responsible for providing technical support to customers and partners via email, chat, or voice.
• Responsible for configuring and troubleshooting various UC products, like call recording, conference bridge, email to fax, voicemail transcription, mobility, soft phone, and contact center.
• Troubleshoot VoIP phones and voice networks by performing and analyzing packet captures of network traffic, pulling router logs, and CDRs to determine call quality and call completion issues.