SATISH KUMAR SHAHI
MUMBAI
Summary
Results-driven Senior Technical Service Manager with expertise in service management and quality compliance. Skilled in training development and technical leadership, effectively resolving complex issues and strengthening client relationships. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Excel in communication, problem-solving, and adaptability, ensuring smooth regional operations and exceptional team performance. Results-driven Regional Support Manager with expertise in customer relationship management, team leadership, and problem-solving. Proven ability to enhance client satisfaction and implement quality compliance measures.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Regional Support Manager
Ozonetel communication Pvt Ltd
Mumbai
08.2022 - Current
- Managed customer service operations, enhancing client satisfaction and retention through targeted strategies.
- Cultivated client relationships, enhancing satisfaction and retention through proactive engagement.
- Resolved escalated customer issues, achieving quick and efficient resolutions to uphold service standards.
- Resolved customer complaints in a timely manner.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Developed and maintained relationships with customers, vendors, and suppliers to foster collaboration and support service delivery.
- Implemented quality control measures to ensure consistent service excellence.
- Analyzed service metrics to identify areas for process enhancement.
- Led team meetings to discuss service strategies and operational improvements.
- Facilitated team meetings to address customer feedback and strategize process improvements and operational objectives.
- Coordinated staff training programs to improve service delivery standards.
- Motivated and supported employees to maintain low turnover.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Facilitated conflict resolution between clients and service representatives efficiently.
- Established effective communication channels with clients and teams to support service delivery.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Worked closely with IT personnel in order to provide optimal technical support services.
Area Support Manager
Intelicon Pvt Ltd
Mumbai
01.2010 - 01.2022
- Led technical support team in efficiently resolving customer issues, enhancing customer satisfaction.
- Facilitated communication between technical teams and customers, ensuring timely issue resolution.
- Analyzed support metrics to identify areas for process improvement and efficiency.
- Performed root cause analysis on recurring problems encountered by customers.
- Developed troubleshooting guides to streamline support processes and enhance service.
- Implemented training programs for new support staff on product knowledge.
- Developed training materials for customer service staff, improving product knowledge and support quality.
- Organized workshops and seminars for customers on using the latest technology features and functionalities offered by the company's products and services.
- Worked closely with other departments such as sales, marketing, engineering, finance, and IT to improve customer experience.
Service Engineer/Field Engineer
Thakal Gull FZE
Dubai
01.2007 - 01.2010
- Provided technical support and troubleshooting assistance to clients on-site.
- Provided technical support for customers on site or remotely via phone or email.
- Conducted maintenance checks, enhancing machinery performance and reliability.
- Resolved customer service requests promptly, improving client satisfaction.
- Installed, configured and commissioned new customer equipment according to specifications.
- Collaborated with team members to streamline service processes and improve efficiency.
- Analyzed complex problems to identify root causes, enabling effective solutions.
Education
Bachelor of Engineering - Electronics and communication Engineering
12-2001
Diploma - Electronics
12-1997
High School Diploma -
03-1991
Skills
- Technical services
- Quality compliance
- Service management
- Network operations centre
- Customer strategy
- Customer relationship management
- Mentoring
- Teamwork and collaboration
- Team development
- Customer service understanding
- Communications support
- Training strategy
- Technical support
- Customer service
- Team leadership
- Problem-solving
- Problem-solving aptitude
- Technical troubleshooting
- Technical leadership
Certification
- Nortel Certified Telecom Engineer, Nortel certification was done in UAE for best Telecom engineer.
- Life size Certified Engineer, Lifesize certification was done recently for best demonstrator.
Timeline
Regional Support Manager - Ozonetel communication Pvt Ltd
08.2022 - Current
Area Support Manager - Intelicon Pvt Ltd
01.2010 - 01.2022
Service Engineer/Field Engineer - Thakal Gull FZE
01.2007 - 01.2010
Kabir Institute of Management - Bachelor of Engineering, Electronics and communication Engineering
Board of technical education Ajmer - Diploma, Electronics
Sahu Nagar Hr Sec School - High School Diploma,
Managerial Competency & Current Responsibilities
- Supporting engineers to resolve complex technical dialer problems and provide solutions to avoid any business impact. Working closely with the team leader and engineers and encouraging them to meet organisational goals and expectations.
- Actively participated in the technology merger with the IVR and voice bot team.
- Monitoring SLA management to ensure continuous improvement in delivering value and avoiding SLA breaches.
- Improves client references by writing and maintaining documentation.
- Participates in client training programs by identifying learning issues.
- Accommodates client disabilities by recommending techniques.
- Improves system performance by identifying problems and recommending changes.
- Ensure customer inquiries are responded to within established timeframes and customer care. &
technical support - Identifying Ozonetel product problems and escalating them to the next level if they are complex.
- Identifying Ozonetel product problems and escalating them to the next level if it is complex.
- Production-critical issues need to be escalated to the next level.
- Resolve incidents promptly as per SLAs.
Provide guidance, assistance, and mentoring support to junior team members. - Keep track of pending issues at the individual level and & share periodic updates to customers.
- Be the owner/escalation SPOC of all issues.
- Real-time ticket monitoring & ticket prioritisation in the queue.
- Review tickets daily.
- Handling Customer Escalations. Meet the customer at the customer site if needed.
- Reviewing the team's calls and & emails.
Have one-on-one meetings with team members and review the team's performance periodically. &
Submit the report.
Lead Weekly/Fortnightly/monthly review meetings, internal & external, along with ticket analysis
& PPT. - Evaluating & transition knowledge among the team.
- Prepare reports (daily/weekly/monthly) for client & management.
- Achieve the target of appreciation from customers.
Awards
Excellent Achievement Award, 2011, Intellicon Pvt Ltd
Awards
Excellent Achievement Award, 2011, Intellicon Pvt Ltd
Managerial Competency & Current Responsibilities
- Supporting engineers to resolve complex technical dialer problems and provide solutions to avoid any business impact. Working closely with the team leader and engineers and encouraging them to meet organisational goals and expectations.
- Actively participated in the technology merger with the IVR and voice bot team.
- Monitoring SLA management to ensure continuous improvement in delivering value and avoiding SLA breaches.
- Improves client references by writing and maintaining documentation.
- Participates in client training programs by identifying learning issues.
- Accommodates client disabilities by recommending techniques.
- Improves system performance by identifying problems and recommending changes.
- Ensure customer inquiries are responded to within established timeframes and customer care. &
technical support - Identifying Ozonetel product problems and escalating them to the next level if they are complex.
- Identifying Ozonetel product problems and escalating them to the next level if it is complex.
- Production-critical issues need to be escalated to the next level.
- Resolve incidents promptly as per SLAs.
Provide guidance, assistance, and mentoring support to junior team members. - Keep track of pending issues at the individual level and & share periodic updates to customers.
- Be the owner/escalation SPOC of all issues.
- Real-time ticket monitoring & ticket prioritisation in the queue.
- Review tickets daily.
- Handling Customer Escalations. Meet the customer at the customer site if needed.
- Reviewing the team's calls and & emails.
Have one-on-one meetings with team members and review the team's performance periodically. &
Submit the report.
Lead Weekly/Fortnightly/monthly review meetings, internal & external, along with ticket analysis
& PPT. - Evaluating & transition knowledge among the team.
- Prepare reports (daily/weekly/monthly) for client & management.
- Achieve the target of appreciation from customers.
Awards
Excellent Achievement Award, 2011, Intellicon Pvt Ltd
Managerial Competency & Current Responsibilities
- Supporting engineers to resolve complex technical dialer problems and provide solutions to avoid any business impact. Working closely with the team leader and engineers and encouraging them to meet organisational goals and expectations.
- Actively participated in the technology merger with the IVR and voice bot team.
- Monitoring SLA management to ensure continuous improvement in delivering value and avoiding SLA breaches.
- Improves client references by writing and maintaining documentation.
- Participates in client training programs by identifying learning issues.
- Accommodates client disabilities by recommending techniques.
- Improves system performance by identifying problems and recommending changes.
- Ensure customer inquiries are responded to within established timeframes and customer care. &
technical support - Identifying Ozonetel product problems and escalating them to the next level if they are complex.
- Identifying Ozonetel product problems and escalating them to the next level if it is complex.
- Production-critical issues need to be escalated to the next level.
- Resolve incidents promptly as per SLAs.
Provide guidance, assistance, and mentoring support to junior team members. - Keep track of pending issues at the individual level and & share periodic updates to customers.
- Be the owner/escalation SPOC of all issues.
- Real-time ticket monitoring & ticket prioritisation in the queue.
- Review tickets daily.
- Handling Customer Escalations. Meet the customer at the customer site if needed.
- Reviewing the team's calls and & emails.
Have one-on-one meetings with team members and review the team's performance periodically. &
Submit the report.
Lead Weekly/Fortnightly/monthly review meetings, internal & external, along with ticket analysis
& PPT. - Evaluating & transition knowledge among the team.
- Prepare reports (daily/weekly/monthly) for client & management.
- Achieve the target of appreciation from customers.