Sai Krishna Meesala

Key Responsibilities and Achievements

• Team Management: Lead, mentor, and train the team while fostering a collaborative and supportive work environment.
• Escalation Handling: Manage Tier 2 and Tier 3 escalations as an SME, ensuring swift and effective resolution.
• Enterprise Account Management: Handle enterprise accounts like GE, PWC, DXC, NTTDATA, and Fujifilm, acting as the SPOC and driving resolution through regular client interactions and weekly calls.
• Process Development: Designed and implemented new processes, including Hypercare Mode for critical escalations and the Change Review Process to enhance quality and accountability.
• Training & Mentorship: Conduct training sessions on core technical concepts for both new hires and senior team members, enabling continuous skill enhancement.
• Workflow Oversight: Monitor and streamline ticket workflows to maintain protocol adherence, urgency, and efficiency.
• SLA/SLO Compliance: Ensure consistency in workflows and adherence to all service-level agreements (SLAs) and objectives (SLOs).
• Strategic Implementation: Execute management's strategic directions through actionable plans and initiatives.
• Performance Tracking: Monitor team performance, provide regular metrics-based insights, and identify improvement areas.
• Growth & Development: Offer constructive feedback, support career development, and conduct performance reviews to nurture team potential.
• Cross-Team Collaboration: Work closely with Development, Customization, Implementation, and Integration teams to meet enterprise client requirements and ensure deliverables align with customer expectations.

Key Achievements

• Recognized as the "Best Team Lead" and a "Dazzler" at Replicon.
• Nominated for the prestigious President's Club for outstanding contributions.
• Earned multiple recognitions from various teams across the organization for exceptional leadership and collaboration.

• Escalation Management: Handle Tier 2 escalations using internal tools, ensuring timely resolution through ownership and adherence to escalation protocols.
• Technical Expertise: Proficient in API calls (JSON, REST, SOAP, XML) for exporting data, SSO setup, and integrations with tools like Power BI and Tableau.
• Client Engagement: Conduct weekly calls with client admins to gather requirements and address requests by coordinating across teams.
• Training & Mentorship: Train and mentor new batches on products, tools, and processes, fostering team growth.
• Cross-Functional Collaboration: Work with Development, Customization, Implementation, and Integration teams to meet client needs.
• Enterprise Account Management: Act as SPOC for accounts like GE, PWC, Fujifilm, DXC, and NTTDATA, managing escalations and requirements through regular client meetings.
• Project Leadership: Successfully led major projects, including the DXC global initiative, involving extensive customizations, ERP integrations, and automations.
• Integration Expertise: Hands-on experience with Replicon/QuickBooks (desktop & online) and Replicon/MS Project integration.
• Process Optimization: Assist with implementation queries, create change requests, and support SOW team analysis for seamless delivery.

Microsoft Products

• Customer Support: Provided prompt assistance to customers via chat for a wide range of technical issues.
• Office Suite Expertise: Resolved download, installation, activation, and configuration issues for Office 2010, 2013, 2016, and O365.
• Outlook Troubleshooting: Addressed configuration issues, mail-related concerns, and performance challenges.
• Windows Support: Handled Windows-related issues, including updates, store applications, and technical troubleshooting.
• Office Apps Proficiency: Extensive knowledge in resolving issues with Word, Excel, and PowerPoint.
• Collaboration with Microsoft: Participated in discussions with Microsoft Technical Advisors to address and resolve ongoing technical challenges.
• Compliance: Ensured adherence to company policies and maintained customer PII while delivering support.

Microsoft Products

• Customer Support: Provided prompt assistance to customers via chat for a wide range of technical issues.
• Office Suite Expertise: Resolved download, installation, activation, and configuration issues for Office 2010, 2013, 2016, and O365.
• Outlook Troubleshooting: Addressed configuration issues, mail-related concerns, and performance challenges.
• Windows Support: Handled Windows-related issues, including updates, store applications, and technical troubleshooting.
• Office Apps Proficiency: Extensive knowledge in resolving issues with Word, Excel, and PowerPoint.
• Collaboration with Microsoft: Participated in discussions with Microsoft Technical Advisors to address and resolve ongoing technical challenges.
• Compliance: Ensured adherence to company policies and maintained customer PII while delivering support.

Role and Responsibilities

• Customer Support: Assisted customers via telephone with McAfee software issues, focusing on clients from Verizon and AT&T.
• Technical Troubleshooting: Diagnosed and resolved McAfee technical problems, guiding customers to understand and address their issues.
• Remote Assistance: Used LMI tools to take remote control of customer systems for efficient troubleshooting.
• Case Documentation: Recorded all interactions and resolutions in a CRM tool for seamless follow-up and assistance.
• First-Call Resolution: Ensured most cases were resolved during the first call to enhance customer experience.
• Service Escalation: Escalated complex cases to senior technical teams when required.
• Customer Satisfaction: Consistently maintained 100% customer service satisfaction.

Role and Responsibilities

• Customer Support: Assisted customers via telephone with Norton software issues, focusing on clients from Verizon and AT&T.
• Technical Troubleshooting: Diagnosed and resolved Norton software problems, helping customers understand and resolve their concerns.
• Remote Assistance: Used AERO ADMIN tools to remotely access customer systems for efficient issue resolution.
• Case Documentation: Logged all interactions and solutions in a CRM tool for streamlined follow-up support.
• First-Call Resolution: Focused on resolving customer issues during the first call to enhance satisfaction.
• Service Escalation: Escalated unresolved or complex cases to senior technical teams as necessary.
• Customer Satisfaction: Maintained a consistent 100% customer service satisfaction rating through quality support.