Vivek Namboodheri
Customer Success Specialist
Kochi
Summary
Highly motivated customer success professional with exceptional skills in providing top-notch customer support. Possessing ISO 9001:2015 certification as an internal auditor and experience as a knowledge management coach, trainer, mentor, and tele-sales executive. Dynamic individual with hands-on experience in audits/quality checks, knowledge management and documentation, community content moderation, SME training, and customer relationship management and talent for navigating challenges.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Seeking opportunities to contribute expertise and drive success in the aforementioned domains.
Overview
16
16
years of professional experience
20
20
years of post-secondary education
1
1
Certification
Work History
SENIOR TECHNICAL SUPPORT REPRESENTATIVE
PTC SOFTWARE INDIA PVT LTD
Pune
8 2012 - Current
- Performed internal audits (ISO 9001:2015), optimized workflows within the support team by identifying areas for improvement, and suggesting necessary changes for enhanced efficiency.
- Provided exceptional customer service by maintaining a high level of professionalism and empathy during all interactions.
- Served as an integral part of the organization's customer success strategy by consistently exceeding key performance indicators in areas such as resolution rate, response time, and customer satisfaction.
- Collaborated with cross-functional teams to identify and resolve recurring issues, reducing customer complaints significantly.
- Responded to customer inquiries and provided assistance over the phone and in person.
- Created user accounts and assigned permissions.
- Developed customized training materials tailored to diverse user groups, facilitating better product understanding and usage.
- Mentored junior technical support representatives, enhancing their problem-solving skills and boosting team performance.
- Participated in partner enablement sessions, educated partners about the self-help tools available on the Support portal website. This indeed helped partners to onboard customers.
- Performed tasks pertaining to web content moderation.
- Rendered duties concerning KCS Knowledge Centric System. Worked as a KCS Coach. This helped in documenting knowledge in the form of articles and providing customers with solutions via the web.
SENIOR CUSTOMER SERVICE OFFICER
MPHASIS AN HP COMPANY
Pune
03.2009 - 08.2012
- Worked as a support officer for UPC Netherlands.
- Helped the group of on-field technicians who called for support with fixing issues related to customers' Digital TV Services, High-Speed Internet, and Telephone.
- Also helped in onboarding new customers by updating their hardware details in the system.
- Managed approximately 100 incoming calls & some emails per day from customers.'
- Provided exceptional service to the Technicians to ensure a swift customer experience and building trust and loyalty.
- Have received excellence certificates for the exceptional services provided to the technician.
Education
MBA - Business Administration And Management
SYMBIOSIS INSTITUTE OF MANAGEMENT
Khadki, Pune, Maharashtra, India 06.2015 - 05.2018
B.COM - Bachelors of Commerce
Savitribai Phule PUNE UNIVERSITY
Pune Maharashtra India 04.2005 - 04.2010
HSC -
S V UNION JR COLLEGE
Pune, Maharashtra 04.2003 - 03.2005
SSC -
STELLA MARIS HIGH SCHOOL
Pune, Maharashtra 01.1993 - 04.2003
Skills
Customer Support
Training and mentoring
Microsoft Windows and Office
Problem-solving abilities
Customer service expert
Decision-Making
Time management abilities
Adaptability and Flexibility
Effective Communication
Active Listening
Continuous Improvement
Risk Assessment
Risk Management
Internal Controls & ISO Internal Auditing
Collaboration and Teamwork
Knowledge management
Accomplishments
- Certificate of Excellence Received for the consistent customer service (Internal & External) and handling critical issues related to a major Account from Europe.
- ISO Certified Internal Auditor.
- Was sent to China for Team workshop and training fellow team-mates on communication and case handling.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Advanced (C1)
Malayalam
Upper intermediate (B2)
Certification
ISO 9001:2015 Certified Internal Auditor
Interests
Singing
Travelling
Sports
Timeline
ISO 9001:2015 Certified Internal Auditor
12-2016
MBA - Business Administration And Management
SYMBIOSIS INSTITUTE OF MANAGEMENT
06.2015 - 05.2018
SENIOR CUSTOMER SERVICE OFFICER
MPHASIS AN HP COMPANY
03.2009 - 08.2012
B.COM - Bachelors of Commerce
Savitribai Phule PUNE UNIVERSITY
04.2005 - 04.2010
HSC -
S V UNION JR COLLEGE
04.2003 - 03.2005
SSC -
STELLA MARIS HIGH SCHOOL
01.1993 - 04.2003
SENIOR TECHNICAL SUPPORT REPRESENTATIVE
PTC SOFTWARE INDIA PVT LTD
8 2012 - Current
Similar Profiles
Amit PatoleAmit Patole
Software Technical Consultant at PTC Software (India) Pvt LtdSoftware Technical Consultant at PTC Software (India) Pvt Ltd
Nachiket kanikdaleNachiket kanikdale
Senior QA Specialist at PTC Software India Pvt. LtdSenior QA Specialist at PTC Software India Pvt. Ltd
Anup KulkarniAnup Kulkarni
Program Manager- Contractor at Aptiv Components India Pvt Ltd.Program Manager- Contractor at Aptiv Components India Pvt Ltd.