About Me
Technical support leader with 7+ years in technical support, including 2+ years leading a team of L1/support representatives as Acting Manager. Proven track record managing operational KPIs (SLA, CSAT, resolution speed, ticket backlog), handling complex escalations and operational incidents with autonomy, and driving continuous improvement through root cause analysis and process redesign. Skilled at coaching and developing representatives through structured 1:1s and capability-building check-ins, owning trainee onboarding end-to-end, and translating data and performance trends into actionable plans for leadership. Strong technical foundation across support operations, ticketing systems, and cross-functional escalation handling, with the communication range to adapt across customers, representatives, and senior stakeholders.
Skills & Technologies
Work Experience
Technical Support Engineer (Acting Manager)
Led and coached a 10-person L1 support team, increasing productivity by 40%. Owned operational KPIs driving CSAT improvements by 25% and reduced ticket backlog by 35%. Managed complex escalations autonomously and collaborated cross-functionally with Product, Tech, and Commercial teams. Conducted root cause analysis to reduce repeat escalations and led process and quality improvements, delivering actionable reporting to leadership.
Customer Support Manager
Managed team performance achieving 95% CSAT and halved response times. Handled complex escalations and cross-time-zone coordination, improving delivery timelines by 20%. Leveraged operational data and CRM insights to drive a 15% increase in retention. Designed and led onboarding and training programs, reducing ramp-up time by 40%.
IT Support Engineer
Delivered 90% first-contact resolution, developed knowledge base and documentation that reduced resolution time by 20%.
Associate
Provided first-level technical support with 98% SLA compliance, establishing operational and technical support foundation.
Education
B.Tech
Computer Science & Engineering