Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sujay Kumar Mukhopadhyay

Bangalore

Summary

Technical support leader with a strong history at VYMO, focused on improving client satisfaction and retention rates. Skilled in crisis management and stakeholder engagement, with a talent for fostering collaboration and mentoring teams. Notable achievements include building robust client relationships and enhancing operational efficiency, dedicated to delivering outstanding service and measurable results.

Overview

15
15
years of professional experience

Work History

Lead - Technical Support | Customer Support

VYMO
01.2022 - Current
  • In my current role as a Lead in Technical Support, I have managed key client relationships that resulted in improved satisfaction scores, and increased client retention. I was promoted to this leadership position in recognition of my ability to manage a high-performing support team, and coordinate effective service delivery. I’ve been consistently recognized for my strong customer management skills, building lasting, trust-based relationships with clients. A key part of my role involves leading cross-functional collaboration between support, engineering, and product teams to ensure timely issue resolution, and clear communication across departments. I also mentor and coach team members, fostering a collaborative and results-driven work culture. I work closely with clients to understand the issues they report, escalate them internally for validation and resolution, and often contribute directly to the solution approach to ensure timely and effective outcomes.

Senior Associate - Technical Support

Tesco
08.2011 - 01.2022
  • Coordinated the resolution of technical issues reported by stores, ensuring prompt and efficient solutions to minimize downtime, and maintain smooth operations. Communicated issue resolutions clearly to stores to promote seamless daily functions. Earned a promotion to Senior Associate within two years due to rapid learning and adaptability. Assumed additional responsibilities as Call Center Manager, managing escalations from stakeholders, and vendors. Facilitated effective communication between teams, raised awareness of upcoming releases, maintained team updates, and monitored services post-release to ensure stability. During outages, I ensured timely status communication and implemented backup services when permanent fixes required more time, minimizing the trading impact for stores. Cultivated strong relationships with stakeholders to enhance support processes and improve problem-resolution efficiency.

Customer Service Associate

Infosys
04.2010 - 07.2011
  • Responded to a variety of customer issues reported by British Telecom clients, including billing inquiries, upselling, and complaints. Consistently achieved high customer satisfaction scores by effectively resolving issues and providing timely solutions. Demonstrated strong communication skills in addressing customer concerns, and ensuring positive experiences. Excelled in upselling and cross-selling products, contributing to the company’s revenue growth. Recognized for maintaining professionalism, and achieving a high level of customer retention. In response to rising competitive challenges, I actively listened to customer concerns and provided tailored plans that best met their needs, helping to build strong customer relationships and foster loyalty.

Education

Bachelor of Technology -

Birbhum Institute of Technology
06.2007

Secondary -

N E Railway Senior Secondary School
01.2001

Some College (No Degree) -

N E Railway Senior Secondary School
Gorakhpur

Skills

  • Customer service
  • Time management
  • Collaboration
  • Decision making
  • Crisis management
  • Stakeholder engagement
  • Client relations

Languages

English
First Language

Timeline

Lead - Technical Support | Customer Support

VYMO
01.2022 - Current

Senior Associate - Technical Support

Tesco
08.2011 - 01.2022

Customer Service Associate

Infosys
04.2010 - 07.2011

Bachelor of Technology -

Birbhum Institute of Technology

Secondary -

N E Railway Senior Secondary School

Some College (No Degree) -

N E Railway Senior Secondary School

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Sujay Kumar Mukhopadhyay