Sindhu Venkatesh

Customer Support Operations

• 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.
• Overseeing 5 different product support teams handling customer inquiries, lead various projects from implementation to adoption stage and delivered expected results on time.

AI Implementation

• Support AI Assist : Led a new AI powered chatbot phased implementation and adoption project for 70 products.
• Created comprehensive roadmaps, plans, and schedules to ensure timely project completion.
• Collaborated with external vendors and stakeholders to optimize resource allocation and ensure project milestones were achieved.
• Collaborated with the India Center Head, holding weekly meetings to provide project status updates, including weekly reporting and shared executive summary.
• Developed SOPs, conducted trainings, implemented gamification to increase adoption.
• Leading to substantial improvements in key KPIs including KB creation, 48-hour resolution percentage, and productivity all facilitated by the chatbot.

Tiered SaaS Offerings

• Played a pivotal role in rolling out Tiered SaaS Offerings Project to customers.
• Led the Salesforce development, DevOps changes, and UAT, ensuring project milestones were achieved on time.
• Collaborating with various cross functional teams led the process and system changes and built dashboards for Enterprise customers.

Operational Efficiency & Process Excellence

• 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 KnowledgeBase 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.

Onboarding & Enablement

• Spent several weeks in the Madurai office training new teams on Aptean Business Systems, Support Processes, Support Best Practices, Role Play, Customer Communication, and Customer Handling.
• Hired, managed, developed, and trained team members, established and monitored goals, and conducted performance reviews and appraisals.

Collaboration & Engagement

• 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, SRR, Support resolution time, common pain points, performance reports, reoccurring issues, and process improvements.
• Coordinated R&D and Support Collaboration Training to reduce Request Engineering Assistance% 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.

• Data Analysis, Data Modeling, and Reporting with a wide variety of projects and environments.
• 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.
• Email alerts for SSIS scheduled packages failure, monitor any job failures.