Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Vinay Makhija

Pune

Summary

Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.

Overview

21
21
years of professional experience

Work History

Customer Experience Manager (Escalation Manager)

Cohesity
08.2023 - Current
  • Act as a single point of escalation for business-critical customers, handling multiple ongoing issues and driving faster resolution for improved customer experience.
  • Assist by removing roadblocks and coordinating efforts across global teams to resolve complex, critical issues, major service interruptions, and client-impacting events.
  • Effectively prioritize escalation tasks independently, ensuring continuity of service delivery while meeting SLA and customer expectations.
  • Lead escalation triage and management with global clients, ensuring transparency and trust at every stage.
  • Collaborate closely with Vendors, Partner Sales, TSEs, SMEs, and Customer Success Managers to accelerate issue resolution and convert pending opportunities into closed deals.
  • Partner with Engineering and Product Management to address technical blockers and drive long-term solutions.
  • Provide 24x7 management support for critical service delivery and executive-level communication during major escalations.
  • Review and analyze customer health trends to proactively identify issues, reducing escalations and improving customer stability.
  • Translate complex technical details into business impacts, risks, and recommendations easily understood by executives and customers.

Team Lead

Cybage Software
07.2017 - Current
  • Joined Cybage as a Sr. Technical Support Associate, promoted as a Team Lead in 2021
  • Led a high-performing team of 17 individuals, providing guidance, feedback, and support to ensure the successful completion of projects within tight deadlines.
  • Implemented an innovative performance evaluation system, resulting in an increase in team productivity and a significant reduction in errors.
  • Collaborated with cross-functional teams to streamline processes and improve efficiency.
  • Developed and delivered comprehensive training programs for new team members and improved overall team performance.
  • Collaborate with POCs on a daily basis to ensure the quality & delivery of services.
  • Dealing with and resolving problems and issues which arise.
  • End-to-end project management.
  • Establishing best practices and implementing new initiatives.
  • Send weekly and monthly reports and take calls from on-shore on a daily/weekly basis.

Sr. Technical Support Associate

Tech Mahindra Business Services
10.2013 - 07.2017
  • Successfully resolved complex technical issues for 3 UK Mobile Broad Band users, ensuring minimal downtime and maximizing customer satisfaction.
  • Streamlined troubleshooting processes, resulting in a reduction in average resolution time and an improvement in first-call resolution rate.
  • Collaborated with cross-functional teams to identify reasons for recurring technical problems.
  • Ensure accurate call comments are entered and appropriate information is provided in escalated calls.
  • Respond to customer inquiries relating to product information and fault calls resolving as many queries as possible.

Sr. Technical Support Associate

Sutherland Global Services
01.2011 - 06.2012
  • Assisted customers to set up and troubleshoot their AT&T U-Verse devices.
  • Booked a technician visit if the issue was out of scope.
  • Built simple troubleshooting processes, resulting in increased customer satisfaction scores and an improvement in first-call resolution rate.
  • Ensure accurate call comments are entered and appropriate information is provided in escalated calls.
  • Respond to customer inquiries relating to product information and fault calls resolving as many queries as possible.

Store Manager

Rainbow Ent.
01.2005 - 06.2009
  • Managed liquor and tobacco department for international tourists
  • Created a warm, welcoming, and friendly customer service branch environment.
  • Developed new and innovative sales techniques and language to maximize revenue per transaction, and learned how to implement them.
  • Direct all operational aspects including distribution operations, customer service, human resources, administration, and sales.
  • Ensures availability of merchandise and services by approving contracts; maintaining inventories.

Education

B.Com -

Kerala University

HSC - undefined

St Johns HSS

SSC - undefined

St Johns HSS

Skills

  • Detail-oriented organization
  • Motivational leadership
  • Team-oriented
  • Effective decision-making
  • Clear communication
  • Effective problem resolution
  • Steadfast in responsibilities
  • Effective team management
  • Prioritization and scheduling
  • Critical decision-making
  • Cross-functional teamwork
  • Interdepartmental cooperation
  • Voice of customer analysis
  • Strategic account oversight

Languages

English - Expert
Hindi - Expert
Tamil - Expert
Sindhi - Expert

Timeline

Customer Experience Manager (Escalation Manager)

Cohesity
08.2023 - Current

Team Lead

Cybage Software
07.2017 - Current

Sr. Technical Support Associate

Tech Mahindra Business Services
10.2013 - 07.2017

Sr. Technical Support Associate

Sutherland Global Services
01.2011 - 06.2012

Store Manager

Rainbow Ent.
01.2005 - 06.2009

HSC - undefined

St Johns HSS

SSC - undefined

St Johns HSS

B.Com -

Kerala University

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Vinay Makhija