Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Work Availability
Quote
Timeline
Hi, I’m

Vignesh Venkatraman

Global Services And Support
Bengaluru
Vignesh Venkatraman

Summary

Forward-thinking and energetic Customer-centric senior executive with more than 18 years of experience in Customer Relationship Management, Team Development, Technical Support & Service Delivery & Operations. Proven track record, and ability to meet and surpass Support Metrics and Customer Experience. Troubleshoot/Diagnose all Level 1/2/3 issues from the customers and drive satisfactory resolution of the issues. Troubleshooting & providing solutions within the given SLA. Ensure On-Time escalation to L3 and Engineering(R&D) teams. Notify/Discuss with L2 /TL/Manager on Tickets that require assistance. Timely hand-off (escalation) of cases that require technical or political to L3 TAC. Managed a group of 20 agents to run a customer support center that is open 24/7. Bagged top caller of the floor award twice.

Overview

18
years of professional experience
4
years of post-secondary education

Work History

Salesforce
Bengaluru

Manager Technical Support Engineering
01.2023 - Current

Job overview

  • Lead support delivery teams for Business Analytics Solutions – Tableau Products for American Customers – Team of over 15 engineers
  • Leading, Coaching, Mentoring and Supporting engineers to deliver best Customer Service
  • Developed Strong Partnership with Stake Holders across Regional Support Leadership, Teams, Engineering teams to ensure best Support to customers.
  • Ensured Customer Satisfaction by taking ownership of calls, keeping callback comments and gaining trust
  • Functioned as a driver to prevent, respond to, investigate, resolve and report application related issues
  • Recruited more than 40 engineers in short times to increase the productivity and to meet the World class
  • Met customer call guidelines for service levels, handle time and productivity.

Gigamon
Chennai

Manager Services Support
08.2017 - 11.2022

Job overview


  • Lead support delivery for Network Visibility, Observability, Security and Cloud technologies covering Asia Pacific, European and American Customers – Team of over 21 Engineers, & Technical Leaders
  • Established strong relationships with Engineering leadership, Global services organizations like Customer Success, Service Renewals, Professional Services, Educational Services and Training council.
  • Built and led technical support staff, and managed daily frontline support operations, TAC KPIs, and quality control
  • Collaborate with Sales, Account teams, and Resolution management on timely resolution and critical escalations for Customers
  • Providing regular reports for management that measure the Quality of technical support service to the customer
  • Experienced in Cloud Based/SaaS customer management
  • Analyses reports on complex data associated with key business performance indicators to identify and drive improvement actions across the business
  • Ensured Customer satisfaction by taking ownership of calls, keeping callback comments, and gaining trust
  • Functioned as a driver to prevent, respond to, investigate, resolve, and report asset-related issues
  • Participated in the Partner Pavillion Programs on the service offerings of Gigamon at the company's SKO'20 in Los Angeles.

Dell Technologies
Chennai

Enterprise Senior Support Advisor
08.2010 - 08.2017

Job overview

  • Escalation Management, Troubleshooting, Process Improvement, CE Analytics, Fraud Investigations, Customer Experience Coaching
  • Worked as part of the GEC-L2 team escalation point for technical support & troubleshooting the issues in Dell networking products
  • Worked on a project to the recreation of issue state & bugs reported by the customer in the local lab
  • Worked with the engineering team for fixes and updates
  • Mentored L1L2 engineers on technical subjects & product knowledge sharing
  • Represented a support organization at the M&A of Foce10 Networks at the Dell HQ in Texas.

CSS Corp
Chennai

Team Lead Support Services
09.2005 - 02.2010

Job overview

  • Skill: 2x7 support management Call center management for Networking Data products, RMA Logistics
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Promoted high standards through personal example to help each member understand expected behaviors and standards.
  • Trained new team members by relaying information on company procedures and safety requirements.

Education

Anna University
Chennai, Tamil Nadu

Masters from Electric Media
04.2001 - 05.2005

University Overview

Madras University
Chennai, Tamil Nadu

Bachelors from Business Administration

University Overview

Skills

Service Coaching

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Additional Information

Additional Information
  • Visa , US B1 Visa valid till 2028
  • LinkedIn Profile - https://www.linkedin.com/in/vignesh-venkatraman-abbbb124/

Accomplishments

Accomplishments
  • Collaborated with team of 20 in the development of RMA, Vendor Management and Service Logistics
  • Formed a brand-new Support Services team for managing APAC Support.
  • Elevations & Escalations
Availability
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Quote

The problem is not to find the answer; it’s to face the answer.
Terence McKenna

Timeline

Manager Technical Support Engineering
Salesforce
01.2023 - Current
Manager Services Support
Gigamon
08.2017 - 11.2022
Enterprise Senior Support Advisor
Dell Technologies
08.2010 - 08.2017
Team Lead Support Services
CSS Corp
09.2005 - 02.2010
Anna University
Masters from Electric Media
04.2001 - 05.2005
Madras University
Bachelors from Business Administration
05.2002

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Vignesh VenkatramanGlobal Services And Support