Manager Customer

VALLI CHAPARALA

**********@*******.*** 408-***-**** www.linkedin.com/in/vallichaparala

SUMMARY

Customer Support leader with extensive experience in customer support from single and multi-site

operations with staff ranging from 9 to 24 engineers (Frontline and Backline). Represented support

through the product development release life cycle. Proven track record of building and fostering

profitable relationships with strategic customers and partners and ability to communicate effectively at all

organization levels.

• Customer Management & Satisfaction • Escalation Management

• Cross-Organizational Partnership • Employee Development and Retention

• Process Development and Refinement • Budgets & Resource Management

• Organizational Development and Management • Technical Documents Development

• Programs & Projects Management • Policy Creation & Implementation

PROFESSIONAL EXPERIENCE

HEWLETT PACKARD COMPANY/MERCURY INTERACTIVE, CA 2004 - 2014

GLOBAL SUPPORT PRODUCT MANAGER 2012 - 2014

Successfully led software release projects for the HP products (APM, SiteScope, Data Protector, Vertica,

Cloud Service Automation) and ensured compliance with the HP Software Product Lifecycle process.

Primary liaison between R&D, Product Marketing and Customer Support on programs, product

improvements, processes and communications. Owned supportability initiatives, managed training and

equipment budget, coordinated and delivered technical enablement trainings for 200+ Customer Support

Engineers worldwide.

Proactively monitor key metrics for Customer Support to develop, manage and drive product-specific

improvement plans before team/customers impacted, which resulted in improving customer

satisfaction to 95%.

Collect requirements, develop action plans and execute plans to continually improve product quality

to 90%.

Coordinate quarterly Online Expert Days and Meet the Experts sessions on HP Customer Forums to

reduce incoming support case volume to 30%.

Managed and resolved several customer critical business escalations and developed action plans.

Deliver monthly and quarterly business reviews to executives on key performance indicators.

Adherence to all supportability policies.

TECHNICAL SUPPORT DELIVERY MANAGER 2007 – 2012

Championed by effectively managing a group of 9-24 technical support engineers for multiple industry

leading products (APM/SiteScope) in multiple locations and time zones.

Hired, trained, mentored and coached several highly technical support engineers/leads at regional,

global and outsourced locations in providing high quality, accurate and timely customer support.

Developed a team capable of meeting SLA’s based on corporate goals.

Proven ability to manage complex processes and drive continuous process improvement. Examples

include pioneering flawless 24/7 Follow the Sun process, turnaround unsatisfied customers, aligning

of R&D, project management, SaaS and support organizations.

Directly responsible for generating millions of dollars in ELA by managing sales escalations and by

ensuring that support is seen as a sales differentiator. Partnered closely with the regional Customer

Success Organization to ensure POC’s, premier customers, and sales driven escalations are handled

with a high priority in R&D.

Demonstrated excellent project management skills. Examples include initiating cross training across

teams, orchestrated balancing load, prioritization, clear procedures with peer managers globally to

VALLI CHAPARALA

**********@*******.*** 408-***-**** www.linkedin.com/in/vallichaparala

plan trainings, coordinate staffing, establish and improve upon global processes and smart routing of

support incidents.

HEWLETT PACKARD COMPANY

TECHNICAL SUPPORT DELIVERY MANAGER (Con’t)

Defined SMART goals and managed key metrics (KPI) to measure the effectiveness of the regional,

global and partner teams in meeting Customer Satisfaction, Customer Loyalty and Productivity.

Accomplished real time effective management of diverse customer work styles and temperaments by

demonstrating good negotiation and risk management skills.

Sponsored key strategic accounts by being escalation point of contact.

Actively participated in R&D and Marketing road map discussion and emphasized the need for focus

on support and various product areas.

Facilitated adoption of Knowledge Centric Support and the teams achieved KCS deflection award for

multiple consecutive quarters.

TECHNICAL SUPPORT TEAM LEAD (2004 - 2007)

Led support team in day-to-day operations such as scheduling team members, managing duty manager

escalations, helping team members to resolve critical issues etc. Acted as a primary manager in the

absence of the manager. Trained many engineers in various aspects of the product.

Managed Wipro’s off-shore support team and ensured the performance met the high expectations.

Prepared various metrics for executive management.

Additional responsibilities included process improvements for support and development handoff,

product testing, interviewing support candidates, mentor new support analysts, working with

Development and Product Management to provide product feedback. Managed resolution process

including internal resources and deliverables across departments.

Proactively worked on team’s backlog as well as individual engineer’s backlog.

CONSULTANT, Sanmina-SCI 2003 – 2004

Member of the team developed, tested, implemented, documentation and support of Oracle

Applications 11.0.3 and 11.i Manufacturing (Inventory, Purchasing, WIP, Engineering, BOM and

OM) modules. Customized several Oracle Reports.

TEAM LEAD/IT SYSTEMS SOFTWARE ENGINEER, Sun Microsystems, Inc. 1997 – 2003

Performed as a proficient applications Team Lead for Worldwide Applications Support team by

resolving technical issues, building up the knowledge base and managing escalations.

Member of the team influenced process re-engineering efforts across a variety of business initiatives.

Involved in Break Through Supply Chain initiatives. Supported Sun’s manufacturing floor.

Monitored and rectified Key system processes to identify issues to prevent them from impacting

business functions. Played a key role in all PERIOD CLOSE critical issues and generated key

PERIOD CLOSE Reports. Coordinated with finance in reconciling the financial reports.

Prepared functional specifications for various business initiatives. Supported various web based

supply planning tools. In depth analysis of Oracle ERP Applications (11.i,11.0.3,10.7) and I2

suites Demand Planner, Factory Planner and Rhythm Planner (Trade Matrix).

EDUCATION

M.S. in Engineering, San Jose State University, San Jose, CA

B.S. in Engineering, Andhra University, India

Customer Support Professional (CSP) Certification

ITIL Certification

Service Capability & Performance Certified Support Manager

2

VALLI CHAPARALA

**********@*******.*** 408-***-**** www.linkedin.com/in/vallichaparala

Certified Support Professional Supervisor (CSP-S)

Scrum Fundamentals Certification

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