Nishanth Kannan

Experience

1. Director of Customer Support

   Time Management Systems, Inc

   Jan 2017 — Present · Sioux Falls, SD, US

   Created first ever KPIs and performance analysis with recommendations; increased revenue in a support department by 20% YOY via up-selling and cross-selling. Within 12 months in a new role, generated a 79.2% reduction in new customer installation timelines going from 6+ months to just 5 weeks, significantly improving client experience. Helped on organization decrease overhead by 50% annually through savvy cost analysis and renegotiating vendor contracts. Brought together 4 disparate systems for implementations, sales, project tracking, and support into a single comprehensive CRM platform, reducing ticket handling time by 19.9% and recovering 1108 FTE hours now potentially billable at $180/hour. Spearheaded the creation of a competitive new product enabling client retention equivalent to 10% of annual revenue and fostering brand new reseller market never before penetrated. Worked hand-in-hand with a CEO and COO to create a brand new leadership role, governing 66% of the company, built around trust, teamwork, and collaboration resulting in double digit revenue growth.

Skills

• Telecommunications
• Product Development
• Analysis
• Leadership
• Call Center
• Program Management
• Microsoft Office
• Sales
• Contract Negotiation
• Vendor Management
• Networking
• Telephony
• Budgets
• Process Improvement
• Forecasting
• Team Leadership
• Project Management
• Product Management
• Call Centers
• Business Development
• Ip
• Network Engineering
• Account Management
• Change Management
• Voip
• Recruiting
• Access
• Employee Engagement
• Operations Management
• Troubleshooting
• Inventory Management
• Coaching
• Security
• Sales Management
• Direct Sales
• Customer Satisfaction
• Training
• New Business Development
• Sales Operations
• Customer Retention