Vikas Mahajan
Noida
Summary
Conscientious leader driven to manage costs and establish strategic beneficial partnerships. Create productive alliances with organization leaders and support key business initiatives. Results-oriented leader possessing exceptional communication and organizational skills. Always keep the customer and employee first approach.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Manager, Technical Support
Adobe System
Noida
04.2012 - Current
- Build the strategy for Value-add motions based on the customer persona, Support & Solution Engineering, Process & Product improvements, and drive them to improve KPIs and experience.
- Lead the customer engineering for Document Cloud, Creative Cloud, and Print's major product lines, i.e., Acrobat, Illustrator, InDesign, eLearning, and Technical Communication, etc., at Adobe.
- Review the business and trends (Conversion, NPS, Customer Experience, Productivity, Forecasting, etc.). Weekly meetings with reporting managers to understand the challenges and plan further improvements.
- Collaborate with Product Management, Program Management, Sales, Product Marketing, and Design to help the customers.
- Drive Sales Specialist CTA strategy for value-add sessions and customer requirement fulfillment.
- Responsible for the smooth operations of Inbound Calls, Chats, Emails, and Expert Sessions for Consumer, Small Business, and Enterprise Customers.
- Drive change management and process improvement policies to gain overall employee and customer experience.
Sr. Technical Support Officer
Convergys India Services
Gurgaon
03.2008 - 03.2012
- Differentiated support for Microsoft Enterprise clients using Windows 7, Vista, and XP.
- Drive value-add services for customer security and client satisfaction.
- Resolved network connectivity problems for users over the telephone or via remote access tools.
- Trained staff members on proper use of computer systems, networks and other IT equipment.
Customer Care Executive
IBM
Gurgaon
11.2006 - 03.2008
- Developed and maintained relationships with Citi Financial customers to ensure a smooth mortgage process.
- Processed orders, returns, exchanges, and refunds efficiently according to company policies.
- Maintained high satisfaction score by consistently resolving first-call issues.
Education
MBA - Operations Management
IMT Ghaziabad
Ghaziabad07.2016
Skills
- Data-Driven Decision-Making
- Upsell and Value-add motions
- Business Performance Management
- Reporting Management
- Cross-Functional Team Leadership
- Managing Operations and Efficiency
- Training and Development
Accomplishments
- MAX Booth 2024 (Miami) : Worked towards establishing the first ever "Adobe Tech Support" MAX booth in Miami to cater the new product releases and provide the customer solution.
- Cost Saving : Driving contact deflection by incorporating Voice of the customers in the DME products. ~2.5% top of the funnel quarterly contact deflection saving 8-9 net new headcount.
- Productivity : Self-Learning Tutorials, Assessment, Workshops on customer related questions for the Global sites (NA, EMEA & APAC). +9pts CSAT improvement and improved handled time by 6 mins.
- Partner Support : Collaborated closely with the Product Engineering team throughout release phases on Product Demos, post release Customer feedback and prioritizing bug fixes. Also,
ensure the Worldwide support enablement and communication around releases. - Employee Experience : Focus on continuous learning opportunities for every resources to ensure regular upskilling. AES is continuously above 90% from last 5 years.
Certification
- Business Analytics from Harvard - 2021
- Six Sigma Green Belt - 2017
- Adobe Certified Expert (Adobe Captivate & RoboHelp)
Timeline
Senior Manager, Technical Support
Adobe System
04.2012 - Current
Sr. Technical Support Officer
Convergys India Services
03.2008 - 03.2012
Customer Care Executive
IBM
11.2006 - 03.2008
MBA - Operations Management
IMT Ghaziabad
- Business Analytics from Harvard - 2021
- Six Sigma Green Belt - 2017
- Adobe Certified Expert (Adobe Captivate & RoboHelp)
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