Chinni Vinod Burra profile photo 1 on Tal

Chinni Vinod Burra

Customer Success Leader | Customer Experience & Escalation Management | Customer Recovery & Retention | Program Management | Service Operations | SaaS Transition Candidate

Bengaluru

8+ years of work experience

Tonbo Imaging
Dec 20232 yrs 10 mosPresent

Bengaluru, Karnataka, India

Led a team of 10 support professionals. Managed 200–300 support tickets monthly. Achieved 98% SLA compliance. Maintained 95% customer satisfaction. Reduced repair turnaround time by 30%. Established customer support and repair operations from scratch. Coordinated with engineering and quality teams to improve product reliability. Managed end-to-end RMA and warranty operations. Generated ₹50+ Lakhs through customer engagement and upselling.
Lucid Imaging Pvt Ltd
May 20203 yrs 8 mosDec 2023

Oversaw customer support, installations, commissioning, and technical relationship management. Diminished recurring customer issues by 30% through proactive customer training initiatives. Supported projects with a cumulative value exceeding ₹5 Crores. Collaborated effectively with both Indian and international customers and partners.
Lucid Imaging Pvt Ltd
Jan 20204 yrsDec 2023

Bengaluru, Karnataka, India

1. Leading the processes in maintaining and preserving efficiency of all equipment, production lines and/or facilities. 2. Managing and updating technical documentation of equipment, production lines and/or facilities. Evaluating new process technologies to improve productivity, quality and cost. 3. Solving major technical, equipment or facilities problems in order to achieve higher performance of the production lines. Maintaining tools and repair equipment in good working order. 4. Responding to emergencies, break-downs, malfunctions and other operating problems to minimize disruption to production process. 5. Hands on experience in maintenance of Mechanical & Electricals & having an good understanding PLC Programming. 6. Good technical knowledge of equipment, products and processes , Understanding PLC Automation & Programming. 7. Collaboration with the leadership team on new process improvements to enhance the productivity. 8. Received appreciation from the Top management for the successful new process implementations and rewarded as the best maintenance engineer.
Lucid Imaging Pvt Ltd
Jan 20204 yrsDec 2023

Led a 10-member support team handling Indian and international customers. Managed projects valued at approximately ₹50 Crores. Collaborated with Komori Corporation, Japan, on customer support and project execution. Managed complete RMA, installation, commissioning and customer support lifecycle. Reduced recurring customer issues by 30% through customer education and preventive maintenance programs. Supported strategic customers including RBI printing facilities.
Newtronic Lifecare Equipment Pvt Ltd
Aug 20181 yr 6 mosJan 2020

Bengaluru, Karnataka, India

1. Responsible for the project and maintenance activities related to the Automation & Instrumentation. 2. Responsible for automation break down rectification in time and corrective action for the non-occurrence. 3. Responsible for Equipment maintenance & qualification activities. 4. Good Knowledge of PLC and SCADA software and program. 5. Inventory & spare management for Automation system. 6. Responsible for the vendors’ coordination during site visits for the breakdowns/project work. 7. Responsible for the human and equipment safety in daily operations. 8. Good knowledge on control panel and machinery FAT.
Aug 20181 yr 6 mosJan 2020

Provided service, support, and automation-based troubleshooting to pharma manufacturing clients in Karnataka. Ensured timely rectification of PLC/SCADA-based breakdowns and handled instrumentation maintenance. Led coordination with vendors and safety compliance during on-site projects. Managed inventory planning and documentation of FAT/control systems.
Feb 20182 yrs 4 mosMay 2020

Chinni’s AI Stack

cursor
cursor
gemini
gemini
openai
openai
ChatGPT
ChatGPT

Education

Liverpool John Moores University

Master of Business Administration - MBA, Business Administration and Management, General

Liverpool John Moores University

20232023
Institute of Management Technology, Ghaziabad

PG program in Management, Operations and supplychain management

Institute of Management Technology, Ghaziabad

20221 yr2023

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Headline

Customer Success Leader | Customer Experience & Escalation Management | Customer Recovery & Retention | Program Management | Service Operations | SaaS Transition Candidate

About

Customer Support Leader with 9+ years of experience across Defence, Vision Systems, Printing, and Pharmaceutical industries. Currently leading Customer Support Operations at Tonbo Imaging India Pvt Ltd, managing technical support, customer escalations, repairs, service delivery, and cross-functional collaboration. Key Achievements: ✔ Built the Customer Support & Repair Department from the ground up ✔ Reduced repair turnaround time by 30% ✔ Managed 200–300 customer tickets per month ✔ Achieved 98% SLA compliance and 95% customer satisfaction ✔ Generated ₹50+ Lakhs in revenue through customer engagement and product recommendations ✔ Implemented IVR-based customer support workflows to improve response efficiency Skilled in Customer Success, Service Delivery, Escalation Management, Team Leadership, Customer Experience, RMA Management, Process Improvement, CRM Tools, and Stakeholder Management. Open to Customer Success Manager, Customer Support Manager, Service Delivery Manager, and Operations Leadership opportunities.

Location

Bengaluru

AI stack

cursor

gemini

openai

ChatGPT

Work experience

Customer Support Lead at Tonbo Imaging, Dec 2023 - Present · 2 yrs 10 mos, Bengaluru, Karnataka, India, Led a team of 10 support professionals. Managed 200–300 support tickets monthly. Achieved 98% SLA compliance. Maintained 95% customer satisfaction. Reduced repair turnaround time by 30%. Established customer support and repair operations from scratch. Coordinated with engineering and quality teams to improve product reliability. Managed end-to-end RMA and warranty operations. Generated ₹50+ Lakhs through customer engagement and upselling.

Customer Support Lead at Lucid Imaging Pvt Ltd, May 2020 - Dec 2023 · 3 yrs 8 mos, Oversaw customer support, installations, commissioning, and technical relationship management. Diminished recurring customer issues by 30% through proactive customer training initiatives. Supported projects with a cumulative value exceeding ₹5 Crores. Collaborated effectively with both Indian and international customers and partners.

Support Engineer at Lucid Imaging Pvt Ltd, Jan 2020 - Dec 2023 · 4 yrs, Bengaluru, Karnataka, India, 1. Leading the processes in maintaining and preserving efficiency of all equipment, production lines and/or facilities. 2. Managing and updating technical documentation of equipment, production lines and/or facilities. Evaluating new process technologies to improve productivity, quality and cost. 3. Solving major technical, equipment or facilities problems in order to achieve higher performance of the production lines. Maintaining tools and repair equipment in good working order. 4. Responding to emergencies, break-downs, malfunctions and other operating problems to minimize disruption to production process. 5. Hands on experience in maintenance of Mechanical & Electricals & having an good understanding PLC Programming. 6. Good technical knowledge of equipment, products and processes , Understanding PLC Automation & Programming. 7. Collaboration with the leadership team on new process improvements to enhance the productivity. 8. Received appreciation from the Top management for the successful new process implementations and rewarded as the best maintenance engineer.

Support Team Lead at Lucid Imaging Pvt Ltd, Jan 2020 - Dec 2023 · 4 yrs, Led a 10-member support team handling Indian and international customers. Managed projects valued at approximately ₹50 Crores. Collaborated with Komori Corporation, Japan, on customer support and project execution. Managed complete RMA, installation, commissioning and customer support lifecycle. Reduced recurring customer issues by 30% through customer education and preventive maintenance programs. Supported strategic customers including RBI printing facilities.

Service Engineer at Newtronic Lifecare Equipment Pvt Ltd, Aug 2018 - Jan 2020 · 1 yr 6 mos, Bengaluru, Karnataka, India, 1. Responsible for the project and maintenance activities related to the Automation & Instrumentation. 2. Responsible for automation break down rectification in time and corrective action for the non-occurrence. 3. Responsible for Equipment maintenance & qualification activities. 4. Good Knowledge of PLC and SCADA software and program. 5. Inventory & spare management for Automation system. 6. Responsible for the vendors’ coordination during site visits for the breakdowns/project work. 7. Responsible for the human and equipment safety in daily operations. 8. Good knowledge on control panel and machinery FAT.

Senior Services Engineer at Newtronics Pvt Ltd., Aug 2018 - Jan 2020 · 1 yr 6 mos, Provided service, support, and automation-based troubleshooting to pharma manufacturing clients in Karnataka. Ensured timely rectification of PLC/SCADA-based breakdowns and handled instrumentation maintenance. Led coordination with vendors and safety compliance during on-site projects. Managed inventory planning and documentation of FAT/control systems.

Senior Services Engineer at Newtronic life sciences Pvt Ltd, Feb 2018 - May 2020 · 2 yrs 4 mos

Education

Master of Business Administration - MBA, Business Administration and Management, General, Liverpool John Moores University

PG program in Management, Operations and supplychain management, Institute of Management Technology, Ghaziabad