Anthony Raj
Summary
Total Experience: 12 years Visa Status: Permanent Resident Extensive experience in forming effective relationships and running virtual cross-functional teams. Work with Customer, TAC, Accounts Team, and Engineering / Product Management teams to understand reported escalation and jointly develop a solution which is agreeable for the customer. Nurture self-organizing, high-performing teams across geographic locations through servant leadership and mentoring. Encourage, support, and guide continuous improvement of the team, its products, and processes. Handled multiple projects simultaneously and ensure completion of technical task by coordinating with team members. Hands on in training teams and supporting product owners to remove impediments and backlogs. Manage staffing to ensure productivity, metric, and quality standards are met and SLA/KPI´s are consistently achieved. Basic knowledge of networking including TCP/IP ports and Firewalls and IP Networks on wired and wireless concepts (IP header, DNS, DHCP, ARP and TLS etc.) Have been involved in workshops in all the projects which has helped my expertise in Team Management and customer handling. Strong verbal, written communication, and presentation skills at all levels of the organization and with external vendors/partners. Project delivery experience ideally within an Agile environment internal and external third-party delivery team. Proactively identify risks and mitigate them also participate in internal projects and initiatives. Experience with presales - Estimation Party participation and facilitation, coordinate estimates gathering activities with delivery team and BDM, collaborate on the proposed approach with production team.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Duty Manager
ChargePoint
08.2023 - Current
- TO oversee the Primary Technical Assistance Center's Escalation Management Program (PTAC)
- PTAC is essential to our business since it performs numerous services that help customers succeed
- Responsibilities: Complete oversee and manage efficiently the escalations in scope/shift to ensure we retain customer loyalty To guarantee complete customer satisfaction, manage and oversee the overall resolution of highly visible, international, and strategic customer issues, Engage in active communication and close collaboration with the CP Engineering or Sales teams on complex technological problems Prioritize problems and give thorough information in a timely manner to customer, account teams, and Executives Encourage customer confidence and trust in ChargePoint support when speaking with them Recognize patterns in escalations and inform support managers and engineering Coordinate with internal departments (Sales, Technical Support, Product Management, or Engineering) to meet customer needs while controlling customer expectations
- Ensure fast and thorough resolution of technical challenges and business concerns that have escalated Report account or issue status to management and customers on time, in executive summary format Proactively identify risks and work with internal teams to reduce them Participate in internal initiatives and projects to help the team exchange knowledge and best practices more effectively
Project Manager
CSS Corp Chennai
02.2012 - 08.2023
- The Project is to provide enterprise level support to Aruba networking products, manage the team of L2 and L3 technicians
- Responsibilities: Includes working on modules defined below Managing a dedicated team which handles Network issues for MSP, NAAS and procare accounts such as AT&T, H&M, Danfoss & Home Depot etc
- Across all times zones
- Lead customer critical issues and account team expectations around support when needed and build remote cross-functional teams to achieve customer Satisfaction
- Weekly client interaction to formulate action plans for consistent service delivery and customer success
- Develop improvement plans to meet & exceed Customer Experience objectives
- Creating preventive / corrective action plans on customer or client comments/ feedback Driving team on achieving KRA metrics, multitask and meet specific goals set by management
- Mentor team members to develop technical and non-technical skills and facilitate junior members of the team to develop action plans to resolve more complex technical issues, Focus on Individual development of team members, including technical skill and professional development
- First point of contact for a team which handles multiple product lines such as Aruba Instant On, Aruba Controllers, Aruba instant, AOS 10 and Aruba central products Weekly/monthly /Quarterly review on process metrics for feedback and improvement, Track record of accomplishment and effectiveness within organizations Driving team on achieving KRA metrics such as NSAT, NPS, OE, Closures, and escalation
- Plan Capacity, Hiring and Training with Business Operations to optimize headcount requirements
- Weekly/monthly backlog review on technical progress of the tickets
- Engaged the dissatisfied customers as a part of recovery and to turn around the customer experience
- Collected product related feedback from the Customer for Aruba Products and cascaded it to the Aruba Team for visibility and enhancement
- Analyze & Managed yearly appraisal for the team.
Team Manager
CSS Corp
07.2015 - 05.2017
- The Project is to manage a team of support engineers
- Responsibilities: Experienced in SUM (Support and Up sell Model)
- Driving the team to achieve the Revenue targets consistently with CSAT, CES and NPS
- Sales management of premium support contract to SMB and SOHO customers
- Driving Revenue, Conversion %, Product mix and Average sale value
- Excellent people and Client relationship management skills
- Handled a team of 16 to 20 experts on an average basis
- Quality control on support calls of experts daily and giving feedback on technical aspects
- Identifying root cause analysis of Refunds and DSAT's obtained by the experts
- Ensuring 100% quality parameters are followed by all the experts on calls
- Conduct adhoc huddles and refresher training for the experts whenever required
- Maintaining project level metrics and performance
- Guiding the team towards achieving service excellence in all customer related metrics
- Contributing towards process improvements and providing value additions for the customers
- Have good knowledge of hardware and networking technology.
Onsite Engineer
CSS Corp
12.2016 - 03.2017
- Tested the WPS enabled 2.4 GHz & 5 GHz wireless access point/ bridge
- Participated in discussions with engineering department product features and developments
- Submitted Knowledge base articles for Netgear website
- Analyzing the Top Issues and Top Products and updating the client using reports
- Manual Testing of new product which are going to be launched for the quarter
- Resolve escalated technical issues & queries from the floor
- Conduct Weekly conference with L2 to discuss solutions for frequent issues.
Escalation leader
CSS Corp
02.2012 - 06.2015
- Auditing calls, Live barging Calls Providing Feedback and Coaching to ensure 100% adherence to the process
- Has been an active member in meeting the project targets and client targets in terms with revenue for a considerable period
- Selling premium support contract to SMB and SOHO customers
- Driving Revenue, Conversion %, Product mix and Average sale value
- Trained new experts on the latest products, process & networking technologies
- Conducted Knowledge sharing sessions to the team based upon requirements
- Heading weekly knowledge sharing sessions with the client (Netgear)
- Improve the knowledge level of the experts and bridge the knowledge gap between the experts.
Education
Bachelor of science in chemistry B.Sc. -
Loyola College
05.2009
Skills
- Networking concepts
- Azure fundamentals
- CCNA concepts
- Cloud Computing
- SaaS
- PaaS
Certification
- Certified Scrum Master
- Azure fundamentals
- Certified System Administrator- Service now
- ITIL V3 certified
Accomplishments
- Awarded with the CTAS performers award as one of the top performers for continuous 3 Quarters
- Received STAR performer award for the financial year
- Received Debut Team Leader award from Aruba 2019
- CAT award for carrier excellence
- Best tech lead in ETAS
Timeline
Duty Manager
ChargePoint
08.2023 - Current
Onsite Engineer
CSS Corp
12.2016 - 03.2017
Team Manager
CSS Corp
07.2015 - 05.2017
Project Manager
CSS Corp Chennai
02.2012 - 08.2023
Escalation leader
CSS Corp
02.2012 - 06.2015
Bachelor of science in chemistry B.Sc. -
Loyola College
Similar Profiles
Eeva RazdanEeva Razdan
Customer Success Manager at ChargePointCustomer Success Manager at ChargePoint
Davin JaderDavin Jader
Vice President of Channel Sales at ChargePointVice President of Channel Sales at ChargePoint
Teresa BenedettiTeresa Benedetti
Technical Support Engineer at ChargePointTechnical Support Engineer at ChargePoint
Kate TaylorKate Taylor
Director of GTM at ChargePointDirector of GTM at ChargePoint
George McAuslaneGeorge McAuslane
Duty manager at Heron FoodsDuty manager at Heron Foods