Naveen Paspulati
Manager- Technical Support Engineering @Salesforce
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WORK HISTORY
Manager- Technical Support Engineering @Salesforce
Hyderabad, IN
o Supervise Sales Cloud (APAC region) developer support team size of ~ 20 engineerso Experienced in handling virtual operations o Managing and exceeding support KPI’s and critical Technical Support Metrics – CSAT, Productivity, Time to Resolution (TTR), Backlogs, Escalations and Creation of Knowledge Articles o Managing front-line customer facing techno-functional team to ensure prompt and professional support for customers o Identify process gaps and expertise to make service recommendations with respect to opportunities and improvementso Involved in Capacity planning(Includes weekend schedules and coverage for APAC hours) and proper utilization of resources and systemso Weekly, Monthly and Quarterly review of Team performance with the Senior Leadership teamo Developing a culture in which all professionals work constructively to improve the performance of individuals and the teamo Involved in Performance discussions and yearly ratings (Using Bell Curve) for the team
SKILLS
ABOUT NAVEEN PASPULATI
I am very thankful to all the organizations that allowed me to work and helped me grow…
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