Vivek Prabhakar
Customer Experience | Service Delivery | Strategy | Leadership
Gurgaon
Summary
Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Execution oriented and strongly focused on increasing sales revenue and operational excellence. Ability to learn quickly, highly motivated, and can influence thinking and decisions at all levels.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Global Head of Support & TechOps
GreyOrange Pvt Limited
Gurgaon
02.2022 - Current
- Head the Technical Support function spread globally (India, USA, Japan & S Korea)
- Automated workflows and built new processes for scale.
- Implemented premium support and added $500K since inception.
Director of Support and Shared Services
Sprinklr Technologies
Bengaluru
01.2017 - 02.2022
- Responsible for planning, strategizing and budgeting for support vertical.
- Added 2 premier support offerings, adding $14M since inception.
- Added concept of Proactive Support as a paid offering.
- Increased customer satisfaction to 95% leading to higher customer retention.
- Reduced overall churn numbers by reducing the support related churn from 18% to 0%.
- Manage end to end vendor operations for Standard Support, Voice Care and Shared Services.
- Provided critical inputs for development of Sprinklr "Modern Care" product.
- Deflected 60% of live chat volume through chatbots, thereby creating bandwidth to take on more work.
- Increased capacity by 12% by automating workflows for the L1 team.
- Lead a team of Support Managers, Team Leaders, SMEs, Escalation engineers & Front-line engineers.
- Weekly cadence with C-Suite and Senior leadership teams.
- Drive collaboration with R&D, Sales and Tech Ops teams.
- Achieved annual award in 2018 for contributions towards the Modern Care product.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Manager, Product Support
Plivo Inc
Bengaluru
01.2016 - 01.2017
- Led support function at Plivo communications.
- Regular cadence with vendor partners on service delivery.
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and employee engagement.
- Liaison with Engineering, QA, Sales and Marketing teams.
- Implemented KCS methodology.
- Project Managed transition to new CRM.
- Provided product improvements to engineering team by studying support ticket pattern.
- Helped automate features and achieved 22% ticket deflection.
- Responsible for budgeting of Support vertical.
- Remodeled Support function – Saved $144k annually.
- Cross-trained existing employees to maximize team agility and performance.
- Created premier and standard support models.
- Contributed to overall revenue by introducing paid support.
- Outsourced part of support function and led vendor relationship.
- On boarded 2 vendors in US region for SMS.
- Implemented new SLA structure in line with various support offerings.
Support Engineering Manager
Microsoft
Gurgaon
05.2011 - 01.2016
- Led operational review cadence with key stakeholders.
- Coordinate technical reviews with Technical Leads.
- Liaise with recruitment team for hiring best talent.
- Customer retention and relationship management.
- Monthly and Quarterly performance review with team.
- Analyze training requirement and liaison with training department.
- Retaining and developing talent.
- Awarded best team manager for 2 consecutive quarters (Oct-Dec 2011, Jan-Mar 2012).
- Saved $2100 per Quarter with effective seat utilization.
- Impacted overall Operating Profit by reduction in transport cost.
- Achieved best quality scores continuously for 2 quarters (Jul-Sep 2013 & Oct-Dec 2013).
Sr.SME - Support & Escalations
Microsoft
Gurgaon
01.2007 - 04.2011
- Troubleshot all the server roles for Enterprise (Windows Server 2003, 2008 & 2012 all versions) and Small Business servers (SBS).
- Good knowledge of Microsoft network technologies.
- Hands on experience on troubleshooting Active Directory and Server Performance issues.
- Good experience with Microsoft Exchange Servers (2003, 2007, 2010).
- Attain fair knowledge of IIS and SharePoint.
- Achievements •Got promoted as escalation engineer in 9 months of joining organization.
- Manage escalated calls and support end users on Server Performance, Remote Desktop Gateway, and Windows Internals.
- Providing Technical Inputs to fellow colleagues.
- Contributed to Microsoft’s Knowledge Base by writing Solution Objects and Technical Articles
- Awarded best support engineer for quarter in Apr-Jun.
Customer Relationship Officer
Convergys
Gurgaon
07.2005 - 08.2006
- Responsible for assisting customers from EMEA region with their queries on Credit Cards.
- Assisted Team Leader with Queue management.
Education
Bachelors of Commerce - Commerce
Sikkim Manipal University
India 04.2011 - 06.2014
Skills
Service Delivery
Operations Management
Customer Experience
Vendor Management
Strategizing
Hiring
Leadership
Ideation
Program Management
Process Improvement
Six Sigma
SaaS
Certification
Artificial Intelligence & Machine Learning IIM K
Timeline
Global Head of Support & TechOps
GreyOrange Pvt Limited
02.2022 - Current
Artificial Intelligence & Machine Learning IIM K
11-2019
Director of Support and Shared Services
Sprinklr Technologies
01.2017 - 02.2022
Manager, Product Support
Plivo Inc
01.2016 - 01.2017
Six Sigma (Yellow Belt)
07-2014
ITIL Foundation
04-2014
Support Engineering Manager
Microsoft
05.2011 - 01.2016
Bachelors of Commerce - Commerce
Sikkim Manipal University
04.2011 - 06.2014
Microsoft Certified Professional
02-2007
Sr.SME - Support & Escalations
Microsoft
01.2007 - 04.2011
Customer Relationship Officer
Convergys
07.2005 - 08.2006