Swaroop Shekar

• Led PowerSchool operations, including the successful setup and launch of the Performance Matters Data Load pilot batch.
• Developed and implemented structured training and quality assurance (QA) programs, enhancing team productivity and accuracy.
• Conducted root cause analysis for high Average Resolution Time (ART) and optimized workflows.
• Created operational strategies that drove improvements in CSAT, FRT, ART, and CES.
• Managed customer account-level escalations with timely resolutions and strong client engagement.
• Ensured SLA adherence by effectively managing workforce allocation and process compliance.

Key Achievements:

• Executed the Performance Matters Data Load pilot, enabling future scalability.
• Achieved 100% training throughput with no backlog.
• Maintained CSAT above 99% and QA scores above 98% consistently for 3 years.
• Designed a client-approved training document to standardize onboarding.
• Built a high-performing, quality-focused team.
• Reduced ART through targeted coaching and process improvement.
• Enabled Tier 1 chat handling during a crisis, ensuring business continuity.
• 66% of the volume now handled by UnifyCx with high efficiency.
• Met or exceeded all client-defined SLAs.

• Managed Asia Pacific chat and phone support operations.
• Devised customer experience strategies to reduce contacts and enhance satisfaction.
• Implemented productivity-boosting process improvements.
• Led escalation processes and partnered with senior management on key outcomes.

Key Achievements:

• Improved Chat CSAT from 4.50 to 4.75.
• Boosted support-driven sales leads from 3% to 6%.
• Grew team size from 8 to 18 due to consistent high performance.

• Provided ongoing constructive feedback to the team, ensuring consistent performance aligned with organizational goals.
• Oversaw daily operations, ensuring smooth workflows and fostering employee development.
• Identified and addressed system issues by effectively recording, reporting, and tracking bugs.
• Managed recruitment, maintaining client-approved team headcounts

Key Achievements:

• Established and led the escalation process for APAC teams, ensuring timely issue resolution.
• Managed end-to-end escalations across products, collaborating with internal stakeholders to resolve customer-impacting issues.
• Supervised Phone and Chat operations with a team of 30 FTEs, maintaining high performance standards.
• Facilitated a seamless transition to remote work during a crisis, sustaining client metrics and improving CSAT.

• Led and coached a team of 30 in phone and chat operations, ensuring consistent service quality.
• Designed and implemented effective escalation processes and incident management practices for APAC teams.

Key Achievements:

• Managed the pilot process for Bluehost India.
• Maintained team NPS above 72% with a take rate of 33% quarter on quarter.

• Provided support for Bank of America's IT Service Desk (US process – Voice).
• Troubleshot desktop, laptop, printer, and software issues, including installation and Active Directory support.
• Provided remote assistance for troubleshooting Windows OS, Microsoft Office, and client applications.

Key Achievements:

• Recognized for consistently achieving high customer satisfaction ratings, maintaining a CSAT above 95%.
• Successfully handled high-priority incidents, reducing response times by 20% through effective incident management practices.

• Provided technical support for DSL-related issues.
• Tested ILEC lines, repeaters, and Central Office DSLAM ports.
• Diagnosed and troubleshot DSL lines and DSLAM card issues.
• Handled router configuration and troubleshooting (Cisco, Netopia).
• Conducted port testing and ensured DSL connectivity.
Key Achievements:
• Delivered floor support and new hire training.
• Transitioned SLA status reports and updates in collaboration with the client.