Customer & Technical Support Lead (13+ Years)

HARIBABU

SATHYANARAYANA ARYA

Team Leadership & Operations Management Professional

Email: *********@*****.*** Mobile: +91-900******* Location: Hyderabad, India PROFILE SUMMARY

Experienced in team management with a strong background in customer service, specializing in KPI performance, team leadership, SLA compliance, and process improvement. Proven ability to drive productivity, minimize attrition, and enhance customer satisfaction; skilled in driving service to sales. Adept at client management, risk assessment, and operational excellence. KEY SKILLS

CORE STRENGTHS & IMPACT

• Managed 20+ members and designed action plans that increased productivity by over 30% through strategic coaching.

• Tracked NPS, AHT and FCR and optimized SLA compliance to enhance customer experience.

• Implemented process enhancements contributing to a 20% improvement in customer retention.

• Consistently met or exceeded sales targets, resulting in a 20% increase in revenue.

• Targeted calls increased sales conversions by 25%; strategic follow-ups increased conversion rates by 15%.

• Handled SEV1/SEV2 incidents within SLA and supported root cause analysis and long-term fixes. PROFESSIONAL EXPERIENCE

IntouchCX — Hyderabad, India July 2019 – November 2025 Subject Matter Expert (SME) Team Leadership & Operations Management

• Managed 20+ members and designed action plans to increase productivity by over 30% through strategic coaching and performance improvement.

• Monitored and controlled attrition and shrinkage.

• Tracked and improved NPS, AHT and FCR; led initiatives to optimize SLA compliance, reduce response time and enhance customer experience.

• Streamlined operations with Workforce Management, HR, IT, Transportation, Quality and Compliance teams.

• Implemented process enhancements that contributed to a 20% improvement in customer retention.

• Analyzed operational reports to measure production and take timely corrective action.

• Consistently met or exceeded monthly sales targets, resulting in a 20% increase in revenue.

• Created targeted-call action plans, resulting in a 25% increase in sales conversions.

• Strategic follow-up calls increased conversion rates by 15%. IntouchCX — Hyderabad, India August 2016 – June 2019 Subject Matter Expert (SME)

• Led a team of 20 associates through training, support, and knowledge transfer and process adherence.

• Analyzed customer feedback data, resulting in a 20% increase in retention rates.

• Implemented coaching, feedback and training programs that increased customer satisfaction by 25%.

• Contributed to CSAT target achievement through team collaboration and knowledge sharing.

• Provided expert troubleshooting for software, applications, settings, updates and security patches. IntouchCX — Hyderabad, India July 2012 – August 2016 Tier III Application Support Engineer

• Resolved Tier II and SEV1/SEV2 issues within SLA through expert-level technical troubleshooting.

• Reviewed server logs, monitored servers, and analyzed errors and escalated critical bugs to engineering teams.

• Handled severity-based tickets and led bridge/conference calls with clients and support teams for incident resolution.

• Coordinated with clients, service locations and service centers to resolve complex software and application issues.

• Sent alerts and reported outages, ensuring timely communication and service restoration updates.

• Collaborated with engineering teams and Samsung SDS via IRC/forums for root cause analysis and long-term fixes. TOOLS, TECHNOLOGIES & PROFESSIONAL KNOWLEDGE

RECOGNITION & REWARDS

• Achieved Top Performer in Team Management Category in Q4 2024 by the Vice President of the organization.

• Received site-level recognition after reducing team response time in the AHT category by 10% through process optimization.

• Received multiple 'Bravo' awards as a Subject Matter Expert; topped nesting and received multiple 'Kudos' awards while an associate in production.

• Awarded for fast SEV1/SEV2 resolution and strong incident handling, improving SLA and client satisfaction. LANGUAGES

English Hindi Telugu

EDUCATION

MBA (IT)

Indian School of Business Management and Administration Bachelors in Management Studies (BMS)

Indian School of Business Management and Administration Intermediate

B.S.R.V Naidu Junior College

Target Roles: Team Leader • Operations Manager • Service Desk Lead • Operations / Customer Support Leadership • Application / Technical support Leadership

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