Vishnu Raveendran Pillai
Technical Support Team Leader
Chennai
Summary
Results-driven professional in Electronics & Communication Engineering with over 7 years of experience in technical support. Actively pursuing courses to stay updated on latest technology trends and lead support teams effectively. Skilled in problem-solving, project management, and enhancing productivity through timely project deliveries. Proficient in networking concepts like TCP/IP, DNS, DHCP, VPNs, and firewall configurations, as well as database systems and SQL for troubleshooting. Experienced in delegating responsibilities, collaborating with remote agents, and leveraging technical data to enhance service quality. Dedicated Team Leader fostering positive relationships, instilling trust, and guiding teams towards achieving organizational objectives. Effective facilitator collaborating across departments and working closely with top-level leadership. Passionate about training and mentoring for continuous team development.
Overview
9
9
years of professional experience
2015
2015
years of post-secondary education
5
5
Languages
Work History
Team Lead - Technical Support
Foundever CRM (Sitel)
05.2021 - Current
- Lead a team of 20+ Customer support agents, overseeing day-to-day operations and ensuring SLAs and KPIs are met
- Well trained in handling customer care professionals and resolving client queries.
- Mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.
- Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
- Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
Tech Support
Foundever CRM India
04.2018 - Current
- Serve as the first point of contact (via phone, chat) for customers experiencing technical issues.
- Provide basic troubleshooting for hardware, software, network, or application-related issues.
- Document and track all user interactions using a ticketing system
- Ensure Service Level Agreement compliance and maintain customer satisfaction.
Technical Support
Sutherland Global Service
09.2016 - 12.2017
- Delivered expert troubleshooting and problem resolution for hardware, software, and network issues.
- Created knowledge base articles and technical documentation to improve support processes.
- Played a key role in training new hires and supporting junior team members.
Education
B.Tech. - Electronics & Communication
SHM College
H.S.C - undefined
Nair Samajam H.S School
Mavelikara, KeralaS.S.C - undefined
Crossland Public School
Skills
- Technical troubleshooting
- Calibration
- Client Management
- Operations management
- Performance monitoring
- Process improvement
- Coaching and mentoring
- Quality control
Personal Information
Date of Birth: 04/26/92
Mailing Address
Pulimoottil House, Chettikulangara PO, Kayamkulam, Kerala, 690106
Timeline
Team Lead - Technical Support
Foundever CRM (Sitel)
05.2021 - Current
Tech Support
Foundever CRM India
04.2018 - Current
Technical Support
Sutherland Global Service
09.2016 - 12.2017
H.S.C - undefined
Nair Samajam H.S School
S.S.C - undefined
Crossland Public School
B.Tech. - Electronics & Communication
SHM College
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