Arindam Mukherjee

About Arindam Mukherjee

With over two decades of experience in IT infrastructure, service delivery, and customer experience, I currently serve as Customer Experience Manager at Brio Technologies. My work focuses on enhancing customer satisfaction through strategic process redesign, team leadership, and operational excellence. I’ve contributed to improving Net Promoter Scores and streamlining customer experience processes while implementing training programs to boost productivity and efficiency. My expertise includes customer experience strategy, process improvement, digital workflows, and SLA management, underpinned by certifications such as CCNA and ITIL. I am committed to driving impactful customer-focused initiatives and enabling organizational success through data-driven decision-making and effective team collaboration.

Experience

1. Customer Experience Manager

   Brio Technologies

   May 2025 — Present · Hyderabad, IN

   Elevated NPS from 57% to 82% within 20 months through strategic process redesign and targeted experience initiatives. Lead a team of 27 customer support professionals; implemented structured training programs that reduced average resolution time by 18%. Designed and implemented a customer feedback system that reduced churn by 12% and surfaced product/service improvements. Drove recognition & rewards programs with HR and leadership, delivering a 22% productivity uplift. Achieved 99.5% First Response Time and 97.7% resolution rate within SLAs. Reduced partner dependency on technical resolutions, increasing support revenue by up to 25%. Owned high-priority escalations, process-gap identification, and digital transformation of operational workflows. Collaborated on support revenue planning, service-level management, and cross-functional projects.

Education

• St. Xavier's College

  ISC

• Julien Day School - India

  ICSE

• Rajasthan Vidyapeeth University

  Electronics & Telecommunication Engineering, Electronics and Telecommunications

Skills

• Team Building
• Management
• Networking
• Information Technology
• Network Design
• Mis
• Network Architecture
• Routers
• Service Delivery
• Business Analysis
• Vendor Management
• Computer Hardware
• Firewalls
• Servers
• Crm
• Itil
• Project Management
• Network Administration
• Wide Area Network (Wan)
• Cisco Technologies
• IT Service Management
• Switches
• Operating Systems
• IT Strategy
• Windows Server
• Hardware
• Network Security
• IT Operations
• Dns
• Integration
• Vpn
• Voip
• Data Center
• Team Management
• IT Management
• Cross-Functional Team Leadership
• Wan
• Infrastructure