Vijay Thurimella

Key Result Areas:.

• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Monitored customer service operations to assess agent performance and provide feedback.
• Generated customer satisfaction surveys to analyze results into action plans.
• Collaborated with marketing department to launch and manage promotional activities and campaigns.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Developed service procedures, policies and standards.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Addressed potential cancellations and offered catered solutions to retain accounts.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Developed and offered unique discount options to drive interest in new product lines.
• Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
• Actively listened to customers' requests, confirming full understanding before addressing concerns

Key Result Areas:

• Audited customer support procedures and collaborated regionally to promote standardization across offices.
• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Devised recommendations to streamline and simplify customer support system and improve response time.
• Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
• Generated, compiled and distributed reports of sales leads and up-sell opportunities.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Implemented Support process improvement initiatives within department.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Recruited and developed employees for Support department.
• Defined clear targets and objectives and communicated to other team members.
• Provided management oversight and operational control of assigned programs valued at $10m.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Supervised staff of 15 personnel by implementing company policies, protocols, work rules and disciplinary action.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Facilitated penetration of key accounts via strategic planning initiatives.
• Created customer support strategies to increase customer retention.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Planned, created, tested and deployed Move to Production life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Managed accounts to retain existing relationships and grow share of business.
• Managed revenue models, process flows, operations support and customer engagement strategies.
• Handled 25 calls per day to address customer inquiries and concerns.
• Worked with customers to understand needs and provide excellent service.

Key Result Areas:.

• Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently updated account information in each customer's record to keep data accurate.
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
• Responded to customer inquiries and queries to provide thorough and speedy resolutions.
• Resolved Product or Service issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
• Answered multi-line phones and used active listening skills to assess client's issues and challenges.
• Maintained customer account information database by canceling and updating customer accounts.
• Addressed on average 20 inbound customer calls daily.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Facilitated penetration of key accounts via strategic planning initiatives.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Created customer support strategies to increase customer retention.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.

Key Result Areas:.

• Analyzed and developed service goals for offshore product support
• Tracked KPIs and created continuous improvement plans.
• Developed and implemented training initiatives for new hires.
• Managed product support team with 10 support engineers and team lead.
• Increased customer satisfaction ratings to 4.5 CSAT score
• Closely collaborated with project members to identify and quickly address problems.
• Produced reports and updated customers and senior leaders on progress and roadblocks.
• Communicated with on-site team members to keep project on schedule.
• Planned and arranged weekly and bi-weekly meetings with customers enabling parties to meet and discuss issues and concerns.
• Investigated and corrected or escalated project problems.
• Analyzed projects to determine resource requirements and procured necessary equipment and software.
• Built and utilized reporting systems to keep customers and management in loop with latest information.

Key Result Areas:.

• Developed implementation methodologies to rein in project costs while meeting key milestones by established performance and service goals and held associates accountable for individual performance.
• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
• Scheduled and attended meetings with clients and prospective clients as requested.
• Modified and directed project plans to meet organizational needs.
• Headed 15 software engineers specializing in Development and Maintenance activities.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Organized daily workflow and assessed appropriate staffing to provide optimal service.
• Interacted with clients on regular basis to quickly alleviate issues and provide project updates.

• Ensured 100% application uptime by proactively monitoring and escalating any sever performance issues by leading team of 10 software engineers and provided Support & Maintenance of CPG Loyalty cards Retail Analytics Application.
• Ensured consistent CSAT score of 4.5 by optimizing existing support processes procedures and increasing productivity by 50%.
• Integrated all prescribed processes and conventions during project planning to align products with internal guidelines