VIGNESH RAJENDRAN
Customer Support Lead
Summary
Versatile professional with a proven track record in leading teams, enhancing customer satisfaction and driving strategic initiatives. Experienced in customer/technical support, with the ability to engage effectively with customers across diverse geographies. Adept at analyzing complex challenges to implement process improvements and deliver impactful solutions.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Senior Analyst - Customer Support
FRESHWORKS
10.2021 - Current
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Analyzed data to identify root causes of escalations and recommend corrective actions.
- Identified patterns and trends in escalations and provided actionable insights.
- Created dashboards to monitor and track key performance indicators.
- Collaborated with stakeholders to identify business needs and data sources.
Technical Account Manager
FRESHWORKS
01.2020 - 10.2021
- Proven track record as a dedicated TAM for 20+ high MRR accounts, including renowned brands like NHS, FirstGroup etc.
- Successfully built and nurtured enduring relationships with clients, comprehending their business objectives and aligning them with our product and service offerings
- Provided strategic guidance to optimize and expand customer utilization of the product, offering valuable recommendations to enhance their experience
- Inspired and mentored associates, enhancing interpersonal skills and overall team performance
- Developed and executed comprehensive account plans, fostering customer success and growth. Identified opportunities for upselling or cross-selling additional products and higher plans
- Maintained meticulous documentation of interactions, issues and solutions ensuring a comprehensive record of the customer's product history
Technical Support Manager
HIPPO VIDEO
02.2018 - 12.2018
- Pioneered and built customer support process from scratch. Managed chats, tickets, and calls for prompt query resolution and understanding of product
requirements - Served as the main liaison for customers, handling needs from onboarding to tailoring Hippo Video to specific requirements. Provided insights to product
management by analyzing customer needs - Implemented practices to measure and improve Technical Support performance
- Directly managed designated resources and workloads, guiding team members for enhanced performance
- Collaborated with development and marketing teams to enhance the product and implement new processes
- Engaged with top executives to address customer issues and played a significant role in creating a customer retention process
Senior Technical Support Engineer
ZOHO CORP
06.2014 - 05.2017
- Utilized Zoho Recruit to engage with enterprise customers, understanding their business nature and assisting in account setup
- Conducted initial demos and two-phase training sessions to help customers choose the best variant of the software
- Scheduled regular cadence calls to ensure customers' comfort in using the product
- Cultivated strong relationships with customers and prospects to identify opportunities and drive new sales
- Collaborated with the technical team to gather ideas for customized account setups, improving the product's functionality. Was granted the opportunity to
take on a leadership role, where I was responsible for mentoring a team member, overseeing their training, conducting evaluations and being their
point of contact for any challenges they encountered - Provided prompt assistance to ensure a seamless pre and post-sales experience for customers
- Introduced a new live chat option for enterprise customers to enhance customer relations
- Initiated the creation of a retention team to address customer downgrades and improve customer satisfaction
- Worked closely with the product management team to understand upcoming features and customer requirements
- Mentored and supported team members, conducting regular meetings to address their needs and ensure performance alignment
Front Line Engineer
SUTHERLAND GLOBAL SERVICES
09.2013 - 06.2014
- Front Line Agent in the Bell 611 process, managing incoming calls
- Completed process training for troubleshooting tools and understanding customer preferences
- Addressed Canadian customer complaints, creating tickets for resolution, and proactively preventing repeat calls
- Collaborated with supervisors to educate customers on error troubleshooting best practices
Education
Bachelor of Engineering - Electronics & Communication
Sri Krishna College of Technology
Coimbatore, India 01.2008 - 01.2012
Skills
Customer Experience
undefinedAccomplishments
Managing SupportLogic Escalations
• Developed an escalation management system, resulting in an 80% decrease in unresolved support requests and a 15% increase in team efficiency
• Successfully managed and resolved 500+ LTE tickets using SupportLogic, achieving a 75% reduction in escalations and improving customer satisfaction by 10%
RCA Closelooping
• Implemented a process for leads/managers to review, sign-off and communicate Root Cause Analysis (RCA) and close-loop escalations resulting in increased awareness of problem areas
• Reduced repeat offenders by over 40% within two months and significantly decreased the overall escalation count by implementing RCA closelooping strategies
Calendly Call Audit
• Audited over 800 Calendly call tickets, identifying areas for improvement in 92% of cases and developing targeted training programs
• Reduced escalations related to Calendly opportunities by 85% and decreased the overall opportunity volume from 92% to 36% through process optimization
Certification
Train The Trainer Certification
Timeline
Senior Analyst - Customer Support
FRESHWORKS
10.2021 - Current
Technical Account Manager
FRESHWORKS
01.2020 - 10.2021
Technical Support Manager
HIPPO VIDEO
02.2018 - 12.2018
Senior Technical Support Engineer
ZOHO CORP
06.2014 - 05.2017
Front Line Engineer
SUTHERLAND GLOBAL SERVICES
09.2013 - 06.2014
Bachelor of Engineering - Electronics & Communication
Sri Krishna College of Technology
01.2008 - 01.2012
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