Saideep Gandam

Team Leadership and Development

• Led a team of 11 technical support engineers across the timezones, providing mentorship and training to enhance skills and performance.
• Fostered a collaborative team environment that promoted knowledge sharing and continuous improvement.

Escalated Support and Issue Resolution

• Served as the primary escalation point for complex technical issues, successfully resolving 98% of high-priority cases within SLAs.
• Implemented effective troubleshooting methodologies that improved first-contact resolution rates by 35%.

Process Optimization

• Developed and optimized support processes, resulting in a 30% increase in operational efficiency and reduced ticket resolution time.
• Created and maintained a comprehensive knowledge base, enhancing team productivity and customer satisfaction.

Cross-Functional Collaboration

• Collaborated with product management and engineering teams to communicate customer feedback, contributing to product improvements and feature enhancements.
• Coordinated with quality assurance teams to identify and resolve recurring issues, leading to a 22% decrease in reported bugs.

Performance Monitoring and Reporting

• Monitored team performance metrics and KPIs, preparing detailed reports for management to highlight trends and areas for improvement.
• Led weekly team meetings to review performance, discuss challenges, and strategize on solutions to enhance service delivery.

Innovation and Automation

• Spearheaded initiatives to automate routine support tasks, resulting in 30% time savings for the team.
• Evaluated and integrated new support tools and technologies like Glean AI to enhance operational effectiveness.

• Led the scaling of the support team from 6 to 25 members, improving support capacity and efficiency by 30% over two quarters
• Overhauled Zendesk setup, streamlining workflows and reducing average response times by 15% through optimized ticket routing and reporting
• Conducted interviews and training for new hires, resulting in a 50% reduction in onboarding time and a 20% improvement in new-hire productivity within the first 3 months. Helped team in designing new training course
• Developed and maintained an internal and external knowledge base, increasing self-service resolutions by 25% and reducing repetitive support inquiries
• Collaborated with stakeholders across engineering, sales, and customer success teams to align support processes, resulting in improved response times and customer satisfaction scores by 10%
• Managed an Enterprise account support, acting as the primary point of contact and ensuring 98% SLA adherence and seamless coordination between support and technical teams

• Delivered exceptional technical support to Fortune 500 clients, ensuring seamless usage of our industry-leading ecosystem business management platform
• Designed and implemented Python scripts to troubleshoot technical issues and automate repetitive tasks, improving efficiency and accuracy
• Conducted client training sessions on WorkSpan's operational and technical processes, enhancing user proficiency and reducing support requests
• Efficiently routed technical support tickets to relevant teams, minimizing resolution time and optimizing workflow
• Identify issues and gaps in processes and make recommendations to product team to enhance product experience
• Managed end-to-end client onboarding on the WorkSpan platform, providing ongoing support to ensure a smooth transition and continued success

• Dealing with chats and emails and phones across North American region on Amazon devices and Digital services (Amazon videos, Appstore, Twitch,Echo and fire TV)
• Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, Software updated and app issues
• Stay current with system information, changes and updates