Sindhu Venkatesh

• Manage and lead the Customer Support Operations team, overseeing internal business systems, driving various support initiatives for a team of 150+ employees across 30+ products, together with overseeing 5 different product support teams handling customer inquiries, lead various projects from implementation to adoption stage and delivered expected results on time
• Led phased implementation and adoption project for the Support Assist AI chatbot for 70 products weekly
• Developed SOPs, conducted trainings, and implemented gamification, leading to substantial improvements in key KPIs including KB creation, 48-hour resolution percentage, and productivity
• Played a pivotal role in rolling out Tiered SaaS Offerings to customers, collaborating with various internal teams led the process and system changes and built dashboards for Enterprise customers
• Coordinated and led periodic calls with support teams to reduce critical cases and achieved approximately a 43% reduction with the Case Prevention Drive
• Led various support initiatives for the CoE Support team resulting in the below

- 21% reduction in Urgent stale cases

- 42% increase in KB Linking%

- Salesforce customer escalation reduced from 3.2% to 0.3%

- 8 week Backlog Drive managed to reduce the Support Backlog by around 15%

• Introduced the NPS Personal Touch with Training module across all global users (~3800 users enrolled), the Response Rate increased from 5% to 49%
• Successfully established and structured new support teams in India, including hiring and creating structured Bootcamp training
• Spent several weeks in the Madurai office training them on Aptean Business Systems, Support Processes, Support Best Practices, Role Play, Customer Communication, and Customer Handling
• Collaborated with the PMO team to create Support dashboards in PowerBI for tracking Support KPIs for higher management
• Worked closely with C-level executives and other stakeholders to roll out new processes, monitor progress, report on outcomes, and improve processes
• Analyzed data sets and presented reports and presentations to higher management to enhance customer satisfaction, CSAT, SRR, Support resolution time, common pain points, performance reports, reoccurring issues, and process improvements
• Coordinated R&D and Support Collaboration Training to reduce REA% and upskill the support team on product knowledge
• Created support best practices courses in the internal LMS with assessments that were rolled out to the overall Support department
• Created various reports and presentations for Board meetings, Town halls, QBR’s and Deep Dives for executives
• Hired, managed, developed, and trained team members, established and monitored goals, and conducted performance reviews and appraisals.

• Data Analysis, Data Modeling, and Reporting with a wide variety of projects and environments
• Involved in requirements gathering, and built various dashboards on QlikView
• Performance tuning by analyzing and comparing the turnaround times between SQL and QlikView
• Used ETL (SSIS) to develop jobs for extracting, cleaning, transforming, loading data into data warehouse
• Created Email alerts for SSIS scheduled packages failure, proactively to monitor any job failures.