Harinath Trinath Kadakuntla
San Francisco,CA
Summary
Accomplished Senior Director of Technical Support at Planful, Inc, with a proven track record of enhancing customer satisfaction through innovative AI integration, achieving a 90% CSAT rating. Expert in team leadership and complex problem-solving, Significantly reduced ticket resolution times.
Collaborative efforts across departments have fostered a results-driven culture, ensuring high-quality support and product reliability.
Having over 12 years of experience leading and managing high-performing global teams, driving customer satisfaction, and optimizing product support operations.
Overview
18
18
years of professional experience
Work History
Senior Director of Technical Support
Planful, Inc
07.2022 - Current
- Leading a global technical support teams across multiple regions, ensuring 24/7 coverage for all clients, resulting in maintenance of Excellent customer satisfaction (CSAT) ratings of 90% or higher.
- Spearheaded the implementation of AI-powered customer support tools, reducing response times by [25]% and ticket resolution times by [33]%.
- Collaborated with Product, Engineering, and QA teams to improve product reliability, leading to a [22]% reduction in support tickets .
- Implemented a tiered support model, optimizing resource allocation and reducing escalation times by [75]%.
- Work with multiple departments to align the product roadmap to suit customer base
- Responsible for SLA and Key Metrics for the Organization
- Work with management to collaborate across multiple functions within the Org
- Escalation and Communication management
Director of Technical Support
Planful, Inc
10.2019 - 06.2022
- Was instrumental in identifying and evaluating the best CRM tools in the market and switching the same for better strategical and tactical business needs
- Oversaw technical support teams for multiple product lines, ensuring alignment with product roadmaps and service level agreements (SLAs).
- Drove a [26]% improvement in first-contact resolution rates by introducing new training programs and knowledge management systems.
Introduced a customer feedback loop with product management, contributing to the launch of key product improvements based on customer insights. - Developed and led the implementation of self-service portals and KBA management, increasing platform usage by 6%
- Implemented training programs for new hires to ensure consistent service quality across the team.
Increased first-contact resolution rates through ongoing staff training and performance monitoring.
Introduced automation tools to improve ticket management and workflow processes within the team.
Led a team of technical support managers, fostering collaboration and growth within the department.
Senior Manager, Customer Support
Hostanalytics, Inc
07.2018 - 06.2019
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
Manager, Data Integrations
Hostanalytics, Inc
02.2016 - 06.2018
- Established team priorities, maintained schedules and monitored performance.
- Responsible for hiring, training, process setup and revamping the overall process for Data integration support within the organization
- Resolving interdepartmental conflicts and resetting expectations of the team for internal and external stake holders
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring seamless integration of data processes across multiple platforms.
Technical Support + Consulting Manager
Hostanalytics, Inc
08.2007 - 02.2016
Software Engineer
Hostanalytics, Inc
04.2006 - 07.2007
Education
MBA -
SVPG
Hyderabad06.2005
Bachelor of Technology - Computer Science & Engineering
JNTU
Hyderabad06.2003
Skills
- Escalation Management
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Management
- Strategic Planning
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Key Performance Indicators
- Strategies and goals
Timeline
Senior Director of Technical Support
Planful, Inc
07.2022 - Current
Director of Technical Support
Planful, Inc
10.2019 - 06.2022
Senior Manager, Customer Support
Hostanalytics, Inc
07.2018 - 06.2019
Manager, Data Integrations
Hostanalytics, Inc
02.2016 - 06.2018
Technical Support + Consulting Manager
Hostanalytics, Inc
08.2007 - 02.2016
Software Engineer
Hostanalytics, Inc
04.2006 - 07.2007
MBA -
SVPG
Bachelor of Technology - Computer Science & Engineering
JNTU
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