Deepali Dave

Experience

1. Customer Support Executive

   Sophos

   May 2023 — Present · Ahmedabad, IN

   As a Customer Support Executive at Sophos, I am responsible for overseeing Global and India support operations to ensure timely, accurate, and efficient resolution of customer queries. My role requires managing customer call flows, coordinating with technical teams, and maintaining service quality standards aligned with organizational objectives.Responsibilities: • Manage and streamline global call flows to optimize customer support operations. • Supervise and support a team of engineers in handling customer cases effectively. • Monitor SLAs and ensure timely resolution of cases to maintain high customer satisfaction. • Collaborate with cross-functional teams to resolve complex issues and improve support processes.• Identify process gaps, implement improvements, and streamline workflows for efficiency.Reporting & Analysis: • Prepare and deliver daily, weekly, and monthly reports to track team and operational performance. • Develop and maintain closure ratio reports, case intake reports, productivity reports, and individual engineer workload reports. • Standardize reporting formats to improve accuracy, consistency, and efficiency in data analysis.

Education

• Sardar Patel University, Vallabh Vidyanagar

  Master of science

  2017 — 2019