Naresh Selvarasu
Global Support & Operations Executive | Driving Profitability Through AI-Powered Customer Experience & Operational Excellence
- Role
- Global Client Support Business Operations Director at Pegasystems
- Location
- Lebanon, NH, US
- LinkedIn followers
- 500 followers
About Naresh Selvarasu
For over a decade, I\'ve been fascinated by complex systems. My PhD focused on the…
Experience
Global Client Support Business Operations Director
Jun 2022 — Present · NH, US
As a strategic leader for Global Client Support, I architect and execute the operational and technological vision for the organization. My focus is on driving efficiency, enhancing customer satisfaction, and leveraging Generative AI to transform the support experience.Key Achievements:• Pioneered the integration of Generative AI into the support ecosystem, developing a GenAI assistant that accelerated complex issue resolution by 28% and deflected 18% of incoming client tickets.• Led the vision and implementation of a GenAI-based Support Coach to provide engineers with 360º customer insights and next-best-action guidance.• Transformed the ITIL-based Incident Management process, achieving a 100% faster resolution time, saving over phone hours, and earning a 75 NPS score—the highest in team history. This initiative was recognized with the prestigious 4x4 Global Pega Award for excellence.• Increased SLA adherence by 15% and cut legal exposure by 80% by spearheading a new SLA guardrail process.• Championed and implemented a comprehensive customer satisfaction program that increased customer retention to 95%.• Drove a 10% efficiency gain and 5% case deflection within three months by implementing Knowledge-Centered Support (KCS) methodologies.• Strengthened platform security by developing standardized incident response processes, reducing response times by 50%.
Education
Purdue University Calumet
Master of Science (MS)
2005 — 2007
Virginia Tech
Doctor of Philosophy (PhD)
2007 — 2012
PSG College of Technology
Bachelor of Engineering (BE)
1997 — 2002
Skills
- Numerical Analysis
- Ansys
- Fluid Mechanics
- Computational Fluid Dynamics
- Fluid Dynamics
- Mechanical Engineering
- Cfd
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