KAVITHA P
Customer Success Operations Manager
Mobile: 8317361439 | 9036726479 Email ID: asterkavitha@yahoo.com Address: Bangalore
LinkedIn: https://www.linkedin.com/in/kavitha-p-43b30b93/
Seeking to leverage extensive experience in customer relationship management and technical expertise as a Customer Success Operations
Manager within a dynamic computer software or engineering company. Proven ability to drive customer engagement, improve operational
efficiency, and exceed business objectives through data-driven strategies and process optimization. Adept at project management, SLA
management, and root cause analysis, seeking to contribute to a company's growth and success in a challenging and rewarding role.
Professional Summary Technical Skills
Successfully managed a diverse portfolio of customer accounts, ensuring high satisfaction and CRM Software
retention rates. ITIL
Excel in fast-paced, dynamic technical environments while collaborating with cross-functional teams ITSM
to achieve common goals.
Salesforce
Strong understanding of customer success principles and methodologies with a proven ability to drive ServiceNow
adoption, engagement, and advocacy.
Project Management
Expertise in identifying, analyzing, and resolving complex customer issues, escalating when necessary
to minimize customer impact. Data Analysis
Proficient in leveraging data and analytics to identify trends, develop actionable insights, and drive Troubleshooting
continuous improvement initiatives. SLA Management
Experience in developing and implementing customer success strategies, processes, and programs HP Service manager
aligned with business objectives. Salesforce CRM
Skilled in building strong, long-lasting client relationships based on trust, clear communication, and a
deep understanding of customer needs. Soft Skills
Adept at managing multiple projects and priorities simultaneously, ensuring timely completion and
adherence to deadlines. Communication
Excellent communication and interpersonal skills, capable of effectively conveying technical Problem-solving
information to both technical and non-technical audiences. Collaboration
Possess a strong work ethic and a proactive, solution-oriented approach to problem-solving, Adaptability
consistently exceeding customer expectations.
Empathy
Time Management
Work Experience Relationship Building
Critical Thinking
Senior CustomerSuccess Manager (Sr.Partner Operations Analyst) Apr 2019 - Leadership
Apr 2024 Conflict Resolution
IQVIA Analytics Services Pvt. Ltd (Bangalore)
Responsible for all aspects of the client relationship, from onboarding and training to ongoing support,
Core Competencies
issue resolution, and relationship management. Served as the primary point of contact for all client
inquiries, escalations, and feedback, ensuring timely and effective communication. Mentored and Customer Relationship Management
supervised a team of researchers, providing regular performance feedback, coaching, and development Process Improvement
opportunities to foster a culture of excellence and continuous improvement. Played a key role in enforcing Technical Acumen
company policies and procedures, ensuring compliance with client requirements, and maintaining data Data Analysis & Reporting
integrity and confidentiality.
Team Leadership & Collaboration
Managed a portfolio of key client accounts, ensuring their successful onboarding, ongoing engagement,
and overall satisfaction with company products and services. Certifications
Collaborated effectively with internal stakeholders, including researchers and production teams, to
ensure the timely delivery of high-quality deliverables. Technical Support Fundamentals
Proactively monitored service level agreements (SLAs) and implemented corrective actions to address Course
potential deviations and ensure optimal service delivery. System Administration and IT
Leveraged technical expertise to provide rapid solutions for business-critical customer issues, Infrastructure Services
minimizing downtime and ensuring seamless operations. Salesforce Trailhead
Utilized project management methodologies and tools to effectively manage projects, track progress, Information Systems and Business
and ensure timely completion within specified deadlines. Processes Course
Conducted thorough root cause analysis of SLA breaches, developed actionable improvement plans, Completed training on OCE
and implemented corrective measures to prevent recurrence. marketing campaign designer
Led daily production reviews with research teams to assess progress, identify potential roadblocks, Operating Systems and You:
and ensure alignment with client expectations. Becoming a Power User Course
Identified and capitalized on opportunities for process optimization, implementing initiatives to Principles of IT Service
enhance operational efficiency, productivity, and quality. management system(ITSM)
Achievements: Completed training on SLA and
ticket management
Successfully implemented new process improvements leading to enhanced team productivity and a
reduction in turnaround time (TAT) for client requests.
Recognized for consistently exceeding client expectations by maintaining high levels of customer Completed training on OCE
satisfaction and building strong, collaborative relationships. marketing Admin and data
Effectively managed a high volume of client inquiries and support tickets, consistently meeting or specialist
exceeding SLA targets for response and resolution times. ITIL 4 Foundation Course
Completed training on Quality
Customer Service and Customer
Sr.Customer Support Team Lead Mar 2016 - Apr 2019 Service Skills
Shell Markets India Pvt Ltd. (Bangalore)
Responsible for overseeing all aspects of the customer support process, leading daily operations, managing escalations, and ensuring customer
satisfaction. Managed performance, training, and development of a team of customer support representatives, providing coaching, feedback, and
mentorship. Collaborated with management to implement strategic initiatives aimed at improving service delivery, optimizing efficiency, and enhancing
the overall customer experience. Played a key role in maintaining accurate stock records, reconciling inventory monthly, and implementing new
procedures to enhance accuracy and efficiency.
Led and mentored a team of customer support representatives, ensuring high-quality service delivery and adherence to service level agreements
(SLAs).
Managed incoming customer inquiries via phone and chat, effectively resolving issues and providing timely and accurate information.
Proactively monitored and managed ticket queues, ensuring timely assignment, prioritization, and resolution of customer issues.
Collaborated effectively with cross-functional teams, including delivery managers and on-site support teams, to resolve complex customer issues
and escalate efficiently when necessary.
Identified and implemented process improvements to enhance team efficiency, optimize service delivery, and improve overall customer
satisfaction.
Developed and delivered training programs for new hires, ensuring a smooth onboarding process and consistent adherence to company standards
and procedures.
Achievements:
Successfully maintained service levels above the company's target, consistently exceeding SLA metrics for ticket response and resolution times.
Implemented new strategies for handling escalated cases, leading to a reduction in resolution time and improved customer satisfaction scores.
Recognized for contributions to team morale and performance, fostering a positive and supportive work environment that encouraged collaboration
and excellence.
Customer SolutionsRepresentative Feb 2014 - Feb 2016
Hewlett Packard Enterprise (Bangalore)
Responsible for providing timely and effective technical support to customers via multiple channels, including phone, email, and chat. Performed initial
triage and analysis of reported issues, accurately categorizing and prioritizing tickets in the incident management system. Maintained detailed
documentation of all customer interactions, troubleshooting steps, and resolutions to ensure knowledge sharing and consistency in support delivery.
Proactively identified and escalated recurring issues to senior management, providing insights and recommendations for process improvement.
Provided first-line technical support to customers, effectively diagnosing, troubleshooting, and resolving technical issues related to company
products and services.
Monitored the functional mailbox, promptly responding to customer inquiries, escalating complex cases, and ensuring timely resolution within
service level agreements (SLAs).
Collaborated effectively with L3 support teams and technology teams, providing detailed information and context to facilitate efficient resolution of
escalated issues.
Proactively monitored and verified client websites post-maintenance activities, ensuring seamless operation and minimal disruption to customer
experience.
Took ownership of major incidents (Sev1 & Sev2), effectively coordinating with relevant technical teams and providing regular status updates to
stakeholders.
Achievements:
Maintained a high level of first-call resolution, effectively resolving a significant percentage of customer inquiries upon initial contact.
Consistently met or exceeded SLA targets for ticket response and resolution times, ensuring timely and efficient support delivery.
Recognized for proactive problem-solving and ability to identify and address potential issues before they escalated, minimizing customer impact.
Successfully contributed to the development and implementation of new support processes, enhancing team efficiency and improving the overall
customer experience.
Customer support Engineer Apr 2013 - Sep 2013
Betsol Software India Pvt Ltd (Bangalore)
Responsible for providing timely and effective technical support to customers, ensuring their issues were addressed and resolved in a professional and
efficient manner. Adhered to company procedures for ticket management, ensuring accurate documentation of all customer interactions,
troubleshooting steps, and resolutions. Demonstrated a strong commitment to continuous learning, proactively expanding technical knowledge and
staying abreast of industry best practices.
Provided remote technical support to customers, effectively diagnosing and resolving hardware, networking, and operating system (OS) issues.
Communicated technical information clearly and concisely to non-technical users, ensuring understanding and satisfaction with provided solutions.
Proactively managed customer inquiries through various channels, including phone, email, and chat, ensuring timely response and resolution within
established service level agreements.
Utilized a comprehensive knowledge base and ticketing system to effectively track, manage, and resolve customer issues, ensuring consistent and
high-quality support delivery.
Collaborated effectively with senior technical staff to escalate complex issues, providing detailed information and context to facilitate efficient
resolution.
Achievements:
Achieved consistently high customer satisfaction ratings, demonstrating ability to effectively address and resolve technical issues while providing
exceptional customer service.
Contributed to the development and expansion of the company's knowledge base, creating new articles and documentation to improve support
efficiency and knowledge sharing among team members.
Customer Support Associate Aug 2010 - Mar 2013
Philips Electronics Ltd (Bangalore)
Responsible for providing timely and effective customer support, managing customer relationships, and contributing to the overall success of the
customer support team. Demonstrated strong communication, interpersonal, and problem-solving skills, effectively addressing customer needs and
exceeding expectations. Proactively stayed abreast of industry trends and best practices, continuously seeking opportunities to improve personal
knowledge and enhance customer service delivery.
Provided exceptional customer support via phone and email, addressing inquiries, resolving issues, and ensuring customer satisfaction.
Proactively managed customer escalations, demonstrating strong problem-solving and conflict resolution skills to de-escalate situations and
provide timely solutions.
Measured customer satisfaction through surveys and feedback mechanisms (e.g., SM7 rating, NPS surveys), identifying areas for improvement and
implementing initiatives to enhance the customer experience.
Collaborated effectively with the Quality team to ensure compliance with company standards and procedures, participating in regular reviews and
audits.
Prepared and distributed release communications to stakeholders, outlining resolved issues and providing updates on ongoing projects.
Achievements:
Maintained high levels of customer satisfaction, consistently receiving positive feedback and exceeding performance targets for customer service
metrics.
Proactively identified and implemented process improvements, streamlining workflows and enhancing the efficiency of customer support
operations.
Successfully collaborated with the Quality team to achieve and maintain compliance with industry standards, contributing to a culture of excellence
within the team.
Education
Bachelor of Engineering
APS College of Engineering, Bangalore
Achievements
IQVIA Impact Program - Silver Award
Best Team Management award
Performance and Innovation Award
Beyond Badge Award
Hobbies
Writing poems, Journal making
Languages
English, Kannada, Hindi
I believe that the above statements made by me are true to the best of my knowledge.
Kavitha P
#CreatedByOutspark#
