Vindhya Jain profile photo 1 on Tal

Vindhya Jain

Customer Support & Service Delivery Leader | SaaS Operations | CSAT, SLA & Retention

Karnataka

13+ years of work experience

MoveInSync
Jan 20242 yrs 11 mosPresent

Bengaluru, Karnataka, India

Analyze and identify key issues in complex technical and business problems. Build and maintain strong internal and external relationships to achieve strategic and operational goals. Manage interpersonal relationships and negotiation processes. Oversee resource utilization and scheduling of end-to-end work. Review and ensure documentation and knowledge transfer align with project plans. Drive knowledge management and continuous upskilling of the team. Plan and allocate resources based on volume projections and current headcount. Implement and share best practices from other processes and verticals Collaborate with support functions to ensure zero downtime in infrastructure support.
Stats Perform
Sep 20211 yr 11 mosJul 2023

Bengaluru, Karnataka, India

Developed and maintained strong relationships with key clients, serving as their primary point of contact and ensuring their overall satisfaction. Collaborated with cross-functional teams and other stake holders and successfully launched the upgrade of CSM that improved customer self-service capabilities and reduced customer support inquiries by almost 60% Conduct regular business reviews with clients to understand their goals, identify areas for improvement, and present solutions to maximize value, which helped to analyze customer usage data, engagement metrics, and feedback to identify upsell opportunities and reduce churn. Established a customer success team that improved customer experience and satisfaction, resulting in a 99% increase in customer retention. Ensure seamless on- boarding and implementation processes for new clients, coordinating with internal teams to deliver a smooth and successful transition. Collaborated with the stakeholders to define customer success metrics and measure customer success.
Stats Perform
May 20201 yr 5 mosSep 2021

Bengaluru, Karnataka, India

● Coordinating all client activities to ensure a single point of contact and immediate support. ● Developing and maintaining SLA governance, metrics/KPIs, and processes aligned with customer requirements. ● Communicating project progress and addressing concerns with stakeholders, clients, team members, and executives. ● Monitoring service level expectations and enhancing customer satisfaction with service quality. ● Managing Severity 1&2 Incidents, resolving escalations, analyzing support metrics, and identifying areas for improvement. Additionally, mentoring newly hired employees and evaluating user problems using test scripts, personal expertise, and probing questions.
Oct 20163 yrs 8 mosMay 2020

Mangalore Area, India

In this role, responsible for understanding customer needs, identifying and diagnosing problems, and delivering effective solutions. They possess a deep understanding of the product or service they support and have the ability to communicate technical information in a clear and concise manner. Senior Support Engineers often serve as the primary point of contact for escalated customer issues, working closely with cross-functional teams, including developers, product managers, and quality assurance, to address customer concerns and provide timely resolutions. They demonstrate strong analytical and troubleshooting skills to identify the root cause of issues and implement appropriate fixes or workarounds. Furthermore, also contribute to knowledge base articles, create documentation, and deliver training to enhance the support team's capabilities and ensure consistent and efficient customer support. Ensuring customer satisfaction, maintaining product quality, and driving continuous improvement in customer support processes.
Mphasis
May 20094 yrs 5 mosSep 2013

Mangaluru, Karnataka, India

• Assisting the team to fix issues on call and training them process-wise. • Managing client relations training to encourage high conversion ratios and referrals. • Developing and delivering training programs, presentations, and workshops to educate stakeholders and serving as the primary escalation point to the Global Service Desk for the USA region.
Diya Systems
May 20091 yr 1 moMay 2010

Mangaluru, Karnataka, India

● Supporting customers via chat or emails to fix any issue while hosting the website and technical troubleshooting ● Used remote login tools to assist clients with technical and product questions. ● Assisted customers with various types of technical issues via email, live chat and telephone.

Vindhya’s AI Stack

claude code
claude code
elevenlabs
elevenlabs
gemini
gemini
ChatGPT
ChatGPT
Microsoft Copilot
Microsoft Copilot

Education

SDM Institute for Management Development

Bachelor of Computer Application, Computer Science

SDM Institute for Management Development

20063 yrs2009

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Headline

Customer Support & Service Delivery Leader | SaaS Operations | CSAT, SLA & Retention

About

16+ years driving global SaaS support and service delivery, scaling teams, reducing escalations, and improving CSAT and SLA performance. Expert in building data-driven, scalable operations, leading platform upgrades, and collaborating with Product & Engineering to resolve root causes. ITIL & Scrum certified, I combine structured service management with agile execution to enhance customer retention and operational excellence.

Location

Karnataka

AI stack

claude code

elevenlabs

gemini

ChatGPT

Microsoft Copilot

Work experience

Service Delivery Manager at MoveInSync, Jan 2024 - Present · 2 yrs 11 mos, Bengaluru, Karnataka, India, Analyze and identify key issues in complex technical and business problems. Build and maintain strong internal and external relationships to achieve strategic and operational goals. Manage interpersonal relationships and negotiation processes. Oversee resource utilization and scheduling of end-to-end work. Review and ensure documentation and knowledge transfer align with project plans. Drive knowledge management and continuous upskilling of the team. Plan and allocate resources based on volume projections and current headcount. Implement and share best practices from other processes and verticals Collaborate with support functions to ensure zero downtime in infrastructure support.

Senior Support Manager(Customer Success) at Stats Perform, Sep 2021 - Jul 2023 · 1 yr 11 mos, Bengaluru, Karnataka, India, Developed and maintained strong relationships with key clients, serving as their primary point of contact and ensuring their overall satisfaction. Collaborated with cross-functional teams and other stake holders and successfully launched the upgrade of CSM that improved customer self-service capabilities and reduced customer support inquiries by almost 60% Conduct regular business reviews with clients to understand their goals, identify areas for improvement, and present solutions to maximize value, which helped to analyze customer usage data, engagement metrics, and feedback to identify upsell opportunities and reduce churn. Established a customer success team that improved customer experience and satisfaction, resulting in a 99% increase in customer retention. Ensure seamless on- boarding and implementation processes for new clients, coordinating with internal teams to deliver a smooth and successful transition. Collaborated with the stakeholders to define customer success metrics and measure customer success.

Support Manager at Stats Perform, May 2020 - Sep 2021 · 1 yr 5 mos, Bengaluru, Karnataka, India, ● Coordinating all client activities to ensure a single point of contact and immediate support. ● Developing and maintaining SLA governance, metrics/KPIs, and processes aligned with customer requirements. ● Communicating project progress and addressing concerns with stakeholders, clients, team members, and executives. ● Monitoring service level expectations and enhancing customer satisfaction with service quality. ● Managing Severity 1&2 Incidents, resolving escalations, analyzing support metrics, and identifying areas for improvement. Additionally, mentoring newly hired employees and evaluating user problems using test scripts, personal expertise, and probing questions.

Senior Support Engineer at Perform Media, Oct 2016 - May 2020 · 3 yrs 8 mos, Mangalore Area, India, In this role, responsible for understanding customer needs, identifying and diagnosing problems, and delivering effective solutions. They possess a deep understanding of the product or service they support and have the ability to communicate technical information in a clear and concise manner. Senior Support Engineers often serve as the primary point of contact for escalated customer issues, working closely with cross-functional teams, including developers, product managers, and quality assurance, to address customer concerns and provide timely resolutions. They demonstrate strong analytical and troubleshooting skills to identify the root cause of issues and implement appropriate fixes or workarounds. Furthermore, also contribute to knowledge base articles, create documentation, and deliver training to enhance the support team's capabilities and ensure consistent and efficient customer support. Ensuring customer satisfaction, maintaining product quality, and driving continuous improvement in customer support processes.

Subject Matter Expert at Mphasis, May 2009 - Sep 2013 · 4 yrs 5 mos, Mangaluru, Karnataka, India, • Assisting the team to fix issues on call and training them process-wise. • Managing client relations training to encourage high conversion ratios and referrals. • Developing and delivering training programs, presentations, and workshops to educate stakeholders and serving as the primary escalation point to the Global Service Desk for the USA region.

Technical Support Consultant at Diya Systems, May 2009 - May 2010 · 1 yr 1 mo, Mangaluru, Karnataka, India, ● Supporting customers via chat or emails to fix any issue while hosting the website and technical troubleshooting ● Used remote login tools to assist clients with technical and product questions. ● Assisted customers with various types of technical issues via email, live chat and telephone.

Education

Bachelor of Computer Application, Computer Science, SDM Institute for Management Development