Vivek Iyer
Summary
Dynamic technical support manager with a proven track record at Salesforce, excelling in performance management and data analysis. Skilled in coaching teams to enhance productivity and drive process improvements, fostering strong customer relationships and stakeholder engagement. Adept at resolving complex issues and implementing strategic solutions for operational excellence.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager, Technical Support Engineering
Salesforce
04.2022 - Current
- Developed and maintained relationships with
customers and engineers through frequent
communication and coaching sessions - Leveraged data and analytics to make informed
decisions and drive business improvements. - Accomplished multiple tasks within established
timeframes and have suggested multiple process
improvement ideas. - Evaluated employee performance and
conveyed constructive feedback to improve
skills. - Monitored and analyzed business performance
to identify areas of improvement and make
necessary adjustments. - Handling Signature and Premier support for Marketing Cloud and well versed with Signature business dynamics.
Manager Program
Amazon
01.2021 - 01.2022
- Kindle Content Quality
- Handling team of 26 operators and 4 SMEs in operations for team which ensures content quality for Amazon Kindle books
- Ensuring projected work units are produced and
delivery of team productivity along with
coaching for operators based on opportunities
identified - Monthly stack preparation and performance
management for bottom quartile team members - Generating process improvement ideas along
with SMEs and team members to achieve
financial and headcount saves by implementing
automations and eliminating redundant
processes - Periodic TMS sessions and shadowing sessions to
identify opportunities and challenges for AHT
improvement
Team Leader Tech Support Operations
Cognizant Technology Solutions, CTS
07.2019 - 01.2021
- Project: Salesforce Marketing Cloud
- Roles and Responsibilities, Handling team of 19
engineers and 3 SMEs, responsibilities include
managing performance and key metric
achievement on monthly basis - Managing escalations and client urgencies on
case to case basis for entire EMEA GEO - Root cause analysis for dissatisfaction expressed
by customers and identifying coaching
opportunities - Identifying knowledge gaps and process related
training needs and working with training team to
get refresher session conducted on a periodic
basis.
Team Leader Tech Support Operations
Concentrix
03.2011 - 07.2019
- Handling team of 20 agents and ensuring
managing performance and key metric
achievement on monthly basis - Coaching team members and mentoring on
weekly basis to help them understand strengths
and weakness - Site POC as Resolution Specialist Manager and all
floor Level 2 technicians are aligned to me, major
point of contact between business and L2
community in site - 2 major performance metrics for site are aligned
to me, reviewing weekly performance scores,
identifying AOIs through data scrubbing and
trend analysis - Working on training content to improve on
controllable defects refresher sessions - Weekly review with clients and real time
interaction as and when required to understand
shortcomings and present challenges faced real
time
Education
B Tech -
MESCOE
PuneSkills
- Regulatory compliance
- Complex Problem-solving
- Task delegation
- Cross-functional team management
- Performance management
- Salesforce management
- Performance evaluations
- Customer relationship management (CRM)
- Conflict resolution
- Vendor management
- Coaching and mentoring
- Relationship building
- Stakeholder management
- Verbal and written communication
- Data analysis
Certification
- Certified Marketing Cloud Email Specialist
- Certified Associate
- Certified AI Associate
- Agentforce Trailblazer
Timeline
Manager, Technical Support Engineering
Salesforce
04.2022 - Current
Manager Program
Amazon
01.2021 - 01.2022
Team Leader Tech Support Operations
Cognizant Technology Solutions, CTS
07.2019 - 01.2021
Team Leader Tech Support Operations
Concentrix
03.2011 - 07.2019
B Tech -
MESCOE
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