Summary
Overview
Work History
Education
Skills
Core Competencies
Soft Skills
Hobbies
Timeline
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NITISH BHASKAR

TAC Manager
Bengaluru,India

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged and empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work History

Technical Support Manager

CommScope
Bengaluru, Karnataka
11.2015 - Current
  • Key Result Areas:
  • Managing escalations from customers & field teams (ISR,SE,AM) effectively by taking immediate and appropriate actions; working on escalated, high priority & critical cases; working on feedback gathered from customers, field teams.
  • Creating Standard Operating Procedures (SOP) after high level interaction with fields team and customer’s feedback.
  • Revising and updating SOP’s as per current relevancy and scenarios.
  • Predicting upcoming change requirements in process. Define predictions and ensure team is ready for changes.
  • Gather real time feedback from customers, then define requirements, present them to PLM, DevOPS and work on changes.
  • Collaborating with System Engineering, Customer Success Managers and IT team for process or product related issues; challenging status-quo for better customer experience
  • Reporting customer impacting issues to higher management; working closely with customer’s and internal team for resolution
  • Maintaining attendance, roster, and team adherence.
  • Maintaining good customer experience and overall customer satisfaction score; performing case backlog analysis and working with customer/case owner for resolutions.
  • Supervising annual bonus cycle and performing people management activities that includes training, motivating and directing employees so that their productivity increases.
  • Formulating reports and documenting same; tracking performance of employees and analyzing their positions; also arranging trainings, meetings and other needful activities as required for performance enhancement of employees.
  • Creating inspired team environment with open communication culture; monitoring team performance and reports on metrics
  • Assessing training needs and arranged requirements for same in order to enhance individual as well as group performance.
  • Assisting HR Team and executed different activities whenever needed to outline and define position requirements in accordance with organization’s needs
  • Tracking performance of existing employees and engaging new employees as well.
  • Highlights:
  • Took ownership of customers issues and followed problems through proper and appropriate resolutions.
  • Created multiple SOP’s for team.
  • Working as SPOC-TAC for SaaS products. (Subscription or on-premises)
  • Work directly with Design, DevOPS, NOC and IT to ensure pain points of customers are heard.
  • Improved customer service experience, created engaged customer relationship and facilitated organic growth.
  • Successfully worked on multiple UAT & process enhancement projects.
  • Actively coordinated with AI team on automation projects for better customer experience
  • Developed strong strategic service procedures, policies and standards.

Customer Support Executive

Infosys BPM
Bengaluru, Karnataka
06.2013 - 07.2015
  • Listened to customers' questions and concerns to provide answers or responses.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Collected customer information and analyzed customer needs to recommend potential products or services.

Education

Bachelor of Engineering - Electronics And Communications

VTU
Bengaluru
08.2009 - 06.2013

Skills

Process design

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Core Competencies

 Channel Partner Management

Quality Compliance & Resolution

Escalation & Retention Management 

Performance Tracking & Tuning

Appraisals & People Management

Operations Supervision & Training

Root Cause Analysis & Resolutions

Reporting & Documentation

Incident Reports Management

Soft Skills

  

Leadership

Multi Tasker

Problem Solver

Decision Maker

Thinker

Team Player

Hobbies

Outdoor games.

Gymnastics.

Feeding stray animals, mostly Dogs.

Timeline

Technical Support Manager

CommScope
11.2015 - Current

Customer Support Executive

Infosys BPM
06.2013 - 07.2015

Bachelor of Engineering - Electronics And Communications

VTU
08.2009 - 06.2013

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NITISH BHASKARTAC Manager