Belliappa Cm

Qualified Management professional with experience of 12 years in Customer Support (Customer relations), Service Delivery, Training, and Vendor Management in SaaS environment.

Responsibilities as a Customer Support Head:

 Monitor daily workflow of the support team by taking stock of pending tickets, prioritizing and escalating/categorizing them to concerned teams for resolution.

 Collaborate between various stakeholders (internal and external) not limited for providing solutions but also implementing and updating new features of the product.

 Prepare and publish documents/manuals on recurring issues with process of providing fixes for the support teams.

 Motivate and coach the team ensuring their productive level is high with regular training schedule on the products to provide quality support and solution to resolve the issue/s.

 Educate the team on advanced skills/latest technology and implement them in work flow.

 Train the team to crack and mitigate complex issues faced during providing resolution.

 Publish RCA document with the customer linked to the tickets. The outcome of RCA projects the source, platform/environment, issue area, category & sub-category across customer data.

Bcom

Graduation in Multimedia