About
Customer Relations and Service Delivery professional with 12+ years of experience, including 10+ years with HP Inc., managing complex customer issues and high-impact escalations. Currently independently owns approximately 35–40 escalations per month within the Customer Relations Team, including matters raised to MD/CEO level, Legal and social media channels, along with court-order cases and out-of-court settlements.
Experience4
Customer Relations Manager
Apr 2022 — PresentHewlett-Packard (HP Inc.) · Bengaluru, India
Independently manage approximately 35–40 high-priority customer escalations per month within HP’s Customer Relations Team, owning each case from assessment and customer engagement through resolution delivery and closure. Handle sensitive matters escalated to senior leadership, including MD- and CEO-level cases, Legal escalations and customer issues raised on social media that require intervention beyond the initial handling teams. Manage customer-related legal matters, including court-order cases and out-of-court settlement discussions, coordinating case actions and communications with relevant internal stakeholders.
- Maintained 70–80% of open cases and 80–90% of closed cases within 10 days.
- Achieved quality performance generally around 100%.
Senior Technical Solutions Representative
Jan 2019 — Mar 2022Hewlett-Packard (HP Inc.) · Bengaluru, India
Supported service operations through queue management, workload prioritisation, SLA monitoring and day-to-day operational execution. Delivered onboarding and process training for new joiners, covering workflows, procedures, service standards and operational requirements. Provided floor support, process guidance and operational assistance to promote workflow adherence and service consistency.
Technical Solutions Representative
Oct 2015 — Dec 2018Hewlett-Packard (HP Inc.) · Bengaluru, India
Managed customer cases from assessment through resolution, ensuring ownership, follow-up, documentation and timely closure. Coordinated with internal support teams to address service issues, escalations and operational requirements. Maintained case records, resolution documentation and stakeholder communications.
Technical Support Engineer
Oct 2014 — Sep 2015Magna Infotech Pvt. Ltd. · Bengaluru, India
Delivered Level 1 customer and technical support through phone and email channels while maintaining service standards. Managed service requests through prioritisation, follow-up, resolution tracking and accurate case documentation.
Education2
Master of Computer Applications
2022Sambhram Academy of Management Studies, Bangalore University
Bachelor of Computer Applications
2022George College of Management & Sciences, WBUT