Shimon Peter K
Director Client Services/Enterprise Support/Operations
Bangalore,KA
Summary
Dynamic Leader with excellent technical acumen delivering impactful client solutions and fostering strong client relationships. Proven track record with providing best in class Enterprise Support Delivery, Problem/Incident Management enhancing the Customer Experience, CSAT, CRM skills, Problem Solving & People Management through effective leadership. Demonstrates collaborative approach working with cross functional teams and commitment to achieve outstanding results consistently meeting the client needs
Overview
23
23
years of professional experience
3
3
years of post-secondary education
Work History
On Sabbatical
Sabbatical
Bengaluru, Karnataka
01.2024 - Current
I'm now good to get back with my career
Director – Global Support
Interface.ai
06.2023 - 12.2023
- Headed the Enterprise technical support group for all Interface ai products
- Responsible for customer Ticketing systems, Issue Resolution, Customer SLAs, CSAT, Incident Management, Escalation procedures
- Improved productivity efficiency by 25% with tooling, upskilling resources & time management practices
- Facilitated cross-functional collaboration for better customer experience
- Boosted average CSAT score by 30% through exceptional relationship management and issue resolution within the SLA
- Led cross-functional teams to exceed benchmarks for service & support delivery
- Scoped, Hired & setup the TAM group to build new organization
Director-Client Services
Envestnet | Yodlee
02.2008 - 03.2023
- Primary owner for Customer Relationship Management, Enterprise Technical Support, Production Issues, Incident Management, SLAs, CSAT, Production up-time, Software Releases in a SaaS/PaaS environment
- Extensive experience leading 24/7 Global Support teams, supporting Financial Platforms for Banks, ensure SLA adherence, manage technical support & drive resolution for US, European, AU, Indian customers
- Successfully implemented Open Banking APIs for Banks/Fintech, upsell/cross sell solutions to existing customers, increase platform adoption, target potential revenue expansion
- Improved overall company performance by leading cross-functional teams to expedite defect fixes & execute strategic initiatives to avoid backlogs
- Implemented a robust client feedback system, leading to continuous improvement in service delivery and reduce response times
- Developed strong relationships with key clients, enhanced CSAT for Code Red clients by implementing custom service strategies, white glove services
- Defined clear targets, goals and objectives, measure & communicate the results with team members
- Streamlined and monitored quality programs to ensure service delivery quality
Manager Operations
IonIdea Enterprise Solutions
07.2006 - 02.2008
- Managed a Product Support team of 25 engineers supporting global customers
- Managed recruiting, hiring and mentoring the team members
Team Manager
C-Cubed Solutions
02.2002 - 06.2006
- Headed a BPO team catering to US customers for both voice & chat support
- Managed the in-house software staff for developing internal tools & systems
Education
Master of Science - Computer Applications
Bharathidasan University
Tiruchi, India 06.1997 - 05.2000
Skills
Excellent Leadership skills
Strong Communication
Extensive CRM Experience
Possess a Product mind
Adaptability & Resilience
Work for Results
Decision Making
Conflict Management
Negotiation
Listening skills
People Management
Operations management
Accomplishments
- Achieved 30% less staffing by introducing tooling & automation techniques thus making monetary gains of up to $150K per year
- Brought down the TAT for an additional 40% of customer tickets to < 48 hours through tooling, automation, training and thus ensuring faster responses & resolution updates to customers
- Lead the Open Banking platform rollout/releases to customers thus reducing new customer ticket inflow by up to 35%
- Extensive experience collaborating with cross functional teams, drive technical issues to resolution, understand the defect & fix and communicate the RCA to customers especially for P1 issues
- Defined new protocols & rolled out mechanisms for the team to constantly better service delivery quality
- Successfully introduced “Customer First” campaign within the org working with the Leadership team
- Ran CSAT programs with wider scope covering areas like - Product Usability, Fix Quality, SOW delivery to capture 360-degree customer feedback
- Setup support groups & TAM teams from the scratch, mentored & groomed many young professionals
Timeline
On Sabbatical
Sabbatical
01.2024 - Current
Director – Global Support
Interface.ai
06.2023 - 12.2023
Director-Client Services
Envestnet | Yodlee
02.2008 - 03.2023
Manager Operations
IonIdea Enterprise Solutions
07.2006 - 02.2008
Team Manager
C-Cubed Solutions
02.2002 - 06.2006
Master of Science - Computer Applications
Bharathidasan University
06.1997 - 05.2000