Krishna Chaitanya Gumma

About Krishna Chaitanya Gumma

Professional SummaryCustomer-Obsessed Support Leader with 15+ years of global experience scaling enterprise support organizations, delivering exceptional service, and driving operational excellence. Proven track record in building and mentoring high-performing technical support teams, improving SLA adherence, and enabling customer self-service strategies. Adept at influencing cross-functional stakeholders and aligning support delivery with organizational growth, innovation, and automation goals.Core CompetenciesGlobal Technical Support Leadership, People Development & Performance Coaching, Metrics & SLA Governance, Operational Efficiency & Process Automation, Cross-Functional Collaboration (Product, Engineering), Voice of the Customer & Escalation Management, SaaS, Cloud Technologies, CRM Platforms, Support Center Expansion & Regional Scaling, Strategic Reporting & Executive Presentations

Experience

1. Technical Support Manager

   Salesforce

   Mar 2023 — Present · Hyderabad, IN

   Outline of Responsibilities: 1. Established Salesforce Technical Support Team in India.2. Recruit and oversee a Technical Product support team to achieve business goals, including customer and employee satisfaction, service levels, resolution time, and project deadlines.3. Align team objectives with Global Support objectives and support subordinates in defining and achieving their individual goals.4. Conduct performance assessments for direct reports and offer consistent feedback on performance in relation to agreed-upon objectives.5. Effectively represent the Support department in cross-organizational teams to meet organizational goals.6. Manage subordinates\' workflows and schedules to ensure adequate workload coverage.Develop and maintain procedures and policies for Support.7. Act as a supervisor, mentor, source of knowledge, and escalation point for Tier1/2/3 Support employees.Operations Keynotes:Scaled Support Operations:In order to expand our support capabilities, I led the expansion of the MuleSoft Support team in the EMEA/AMER/APAC regions. This expansion significantly bolstered regional support capabilities and introduced the global P&L initiative of the Signature Success Plan, resulting in increased Support revenue.Global Operations Leadership : I also took the helm of global support operations in India, successfully hiring and integrating new team members to oversee 45% of the global case backlog within the span of a year.Performance Metrics: Achieved exceptional performance metrics, with a CSAT score exceeding 4.75 out of 5 and an average TTR of 7 days, signifying high customer satisfaction and efficient issue resolution.Cost Reduction Strategy: Played a pivotal role in developing and implementing a cost-effective swarming strategy that significantly reduced case costs, optimizing resource utilization.

Education

• St.JOSEPH'S ENGLISH MEDIUM

  SSC, mathematics, physics, chemistry

  1994 — 2004

• St.theressa inst of engg & tech

  Btech, Information Technology

  2006 — 2010

Skills

• Microsoft Sql Server
• Software Documentation
• Quality Management
• Team Management
• Microsoft Exchange
• Html
• Software Installation
• Xml
• C++
• Technical Support
• Technical Recruiting
• Tcp/Ip
• Server Analyst
• Troubleshooting
• Active Directory
• Project Management
• Windows Server
• Hardware
• Incident Management
• IT Helpdesk
• Management
• Sql
• Linux
• Networking
• Desktop Support Management
• Java
• Problem Management
• Oracle
• Cloud Computing
• Amazon Web Services (Aws)
• Servers
• Screening
• Computer Hardware
• Service Desk
• Operating Systems
• Isp
• Training
• Core Java
• Vpn
• C