Vishal Kotwal
Gurugram
Summary
Accomplished manager in customer service operations with extensive experience in leading teams to achieve high service levels and operational efficiency. Proven track record in customer relationship management, performance monitoring, and escalation management, achieving 90% SLA at Exotel and Ameyo. Expertise in VoIP technology, Linux administration, and PostgreSQL database management, complemented by a strong background in change management and project execution. Skilled in facilitating communication among team members to enhance collaboration and drive successful project outcomes.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Manager-Customer Service Operations
Exotel
Gurgaon
04.2025 - Current
- Supported team of 25 engineers in delivering consistent support services.
Assisted in managing a group of 20 engineers transitioning to elite support.
Facilitated improvement in team performance through effective leadership and guidance. - Achieved 90% SLA through proactive client engagement and effective service delivery.
- Reviewed escalated cases and orchestrated stakeholder meetings to drive effective resolution of critical issues.
- Assisted in organising team activities and managing resources.
Supported project teams during planning and execution stages.
Facilitated communication among team members to improve collaboration.
Team Lead product Support
Ameyo
Gurgaon
05.2019 - 04.2024
- Led application support team of 20 engineers at Ameyo to drive achievement of team objectives.
- Achieved 90% SLA through proficient team coordination and strategic planning.
- Supported new team of 10 engineers and 1 associate team lead in facilitating change management initiatives.
- Addressed client escalations by collaborating with cross-functional stakeholders to resolve issues efficiently.
- Spearheaded project management methodologies to ensure timely delivery of complex projects.
- Mentored team in resource planning to enhance operational efficiency and decision-making.
- Facilitated weekly and biweekly stand-up meetings with key stakeholders and clients to ensure alignment on project objectives and deliverables.
Senior product support Engineer
Drishti soft solution pvt. ltd.
Gurgaon
04.2016 - 04.2019
- Configured Ameyo server database, CRM server, and call server for client operations both on-site and in cloud environments.
- Facilitated technical support for sales and project teams to enhance operational efficiency.
- Executed project management efforts to ensure timely completion of complex projects.
Education
Master of Business Administration - Master of Business Administration
Maharishi Dayanand University
Rohtak, IN-HR2014
Bachelor of computer applications
Punjab Technical University
Kapurthala, IN-PB2011
Skills
- Team leadership
- Customer relationship management
- Performance monitoring
- Escalation management
- Change management
- VoIP technology
- Linux administration
- PostgreSQL database management
- SIP protocol expertise
- JIRA project management tool
- Salesforce CRM
Languages
English
Proficient
C2
Hindi
Proficient
C2
Certification
- Automation with devops
- Python
- Software project management
Timeline
Manager-Customer Service Operations
Exotel
04.2025 - Current
Team Lead product Support
Ameyo
05.2019 - 04.2024
Senior product support Engineer
Drishti soft solution pvt. ltd.
04.2016 - 04.2019
Master of Business Administration - Master of Business Administration
Maharishi Dayanand University
Bachelor of computer applications
Punjab Technical University