Suraj Thote
Program Lead
Bengaluru
Summary
Experienced program manager with a background in SaaS and 9+ years of experience Service Delivery and Customer Support. Lead manager and driving force ensuring customer satisfaction. Manage activities during the entire customer life cycle including, acquisition, retention, and support. Work directly with cross-functional teams including product, marketing, finance, and operations. Contribute to continuous process improvement to meet goals. Have considerable experience in start-ups and face-paced organizations. Seeking to leverage leadership expertise as IT program manager.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
Work History
Program Lead - Service Delivery
Google via Artech LLC
Bengaluru
05.2021 - Current
- Switched team to new Strategy in handling workflows of TTR achieving of 50% reduction in SLO and 35% improvement in customer satisfaction.
- Implemented the Agile & Scrum methodologies across teams reducing the TTR by 20%
- Took ownership of escalations/incidents and made sure delivery is not affected by team
- Preempted escalations/incident resulting in saving revenue of client by ~$10M yearly.
- Presented data in a way that it was understood by all stakeholders irrespective of the complexities during, MBR's & QBR's
- Prepared variety of different written communications, reports and documents.
- Collaborated with Engineering teams to resolve customer issues.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned new skills and applied to daily tasks to improve efficiency and productivity
Manager - Operations (SDM)
Toppr Technologies
Mumbai
07.2020 - 05.2021
- Enabled two-way stream with customer-facing teams through – collecting feedback from customer- facing teams to derive meaningful insights for improvements and; guiding teams to ensure customer- centric attitude while acquiring new customers or dealing with existing customers, especially guiding marketing, branding, and sales teams to align with larger CX strategy
- Built and managed team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys
- Encouraged problem-solving, strategic thinking, and customer orientation amongst team
- Advocated for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement change, if required for improvement of overall customer experience
- Measured and tracked delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
- Prepared annual budgets with controls to prevent overages.
- Implemented process improvement to shape organisational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Interacted at executive/senior management level, proactively advocating for solutions and managing customer escalation process
- Created and implemented analytics strategy for best-in-class service delivery
- Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.
Head of Product Operations
School of Accelerated Learning
Mumbai
01.2020 - 07.2020
- Responsible and provided an adequate and quick resolution to all the escalated complaints raised by
- Learner’s/Students
- Ensured adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed by self
- Reviewed the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary
- Evaluated complaints and submit the RCA with an action plan
- Responsible for the entire Learner/Student journey once joined the Program
- Planned and executed features required for the betterment of learner journey on our platform (Delta)
- Managed the placements cell for learners
- Streamlined the process of onboarding for learners.
Manager - Technical Support
WhiteHat JR
Mumbai
01.2019 - 09.2019
- Recruited, hired, and trained over 100 new team members in 4 months
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions, and individual employee strengths
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused
- Walked through department multiple times each shift to evaluate and correct issues such as Technical
- Updates on the product and from a support perspective
- Analyzed and developed service goals for inbound call center
- Managed customer contact center with 75 support representatives with 2 Team Leads reporting.
- Helped streamline repair processes and update procedures for support action consistency
- Increased customer satisfaction ratings to 90%
- Built strong relationships with customers through positive attitude and attentive response
- Served as SPOC for Tech and Operations to have smooth delivery from a support perspective
Application Support Lead
Capgemini Pvt Ltd
Mumbai
01.2017 - 04.2018
- Configuring new dealer set up and assisting with IT-related Infra -SPOC for HOAS (Aftersales
- Applications) Development and Support across PAN India -Getting server setup between Dealer and
- Volkswagen & Audi network
- Assisting in vehicle diagnostics only from an IT perspective - Updating the Vehicle Software- Imports/
- Exports for Diagnostics tool for dealers through Volkswagen & Audi
- Coordinating with Vendor for support on L3/L4 support
- Providing L1/L2/L3 support on tickets raised by dealers with respect to various applications used by them such as DMS (Dealer Management System), ODIS, Mirror Server, HOAS Applications (House Of
- After Sales), Auto-biz, QlikView
- Maintained strong knowledge of third-party risk management within a vertical industry
- Translated client requirements into configuration requirements
- Accommodated delivery challenges specific to the SaaS delivery environment
- Set up hardware and software in optimal configurations to meet network performance requirements
- Streamlined and enhanced the corporate accounting and operations system
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions
- Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team
- Led support team as level-three supervisor providing assistance to an average of 300 Dealers PAN
- India in a 24/5 support environment
System's Lead
Tata Consultancy Services
Mumbai
07.2013 - 12.2016
- Providing L1 support on tickets raised by dealers with respect to various applications used by them such as DMS (Dealer Management System), ODIS, Mirror Server, HOAS Applications (House of After Sales),
- Auto-biz, QlikView, Salesforce
- Collaborate with technical leaders and peers’ sales team to develop a business strategy
- Developed and tested new product offerings prior to release to assist the development team in bug identification
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Engaged end users and answered questions via email, phone, website live chat and in forums
Education
Bachelor of Science - Computer Science
University of Mumbai
Mumbai 04.2021 - Current
High School Diploma -
St Andrews College
Mumbai 03.2008 - 04.2010
Skills
Program Delivery
Certification
ITIL V3
Timeline
Program Lead - Service Delivery
Google via Artech LLC
05.2021 - Current
Bachelor of Science - Computer Science
University of Mumbai
04.2021 - Current
Manager - Operations (SDM)
Toppr Technologies
07.2020 - 05.2021
Head of Product Operations
School of Accelerated Learning
01.2020 - 07.2020
Manager - Technical Support
WhiteHat JR
01.2019 - 09.2019
ITIL V3
07-2017
Application Support Lead
Capgemini Pvt Ltd
01.2017 - 04.2018
System's Lead
Tata Consultancy Services
07.2013 - 12.2016
MS-CIT
05-2010
High School Diploma -
St Andrews College
03.2008 - 04.2010
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