Pavan L.
Director of Technical Support | Proven Leader in Project Management, Quality Assurance, and Enhancing Customer Experience | Expertise in Case Quality Management and Vendor Relations
- Role
- Director, Tibco Global Support at Tibco
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Pavan L.
As a seasoned leader with over two decades of experience in Enterprise Technical Support,…
Experience
Director, Tibco Global Support
Aug 2010 — Present · Phoenix, AZ, US
Delivered exceptional service that significantly boosted customer satisfaction, increased survey response rates, reduced resolution times, and enhanced productivity. My contributions led to noticeable improvements in the overall customer experience, making a substantial impact on the organization’s support deliverables. Played a pivotal role in developing a metrics-driven framework that enhanced case management and customer experience. This framework became the foundation for consistent and improved support across the organization, demonstrating the value of a structured approach to customer service.As a leader in senior management discussions on acquisitions, I ensured seamless integration of support teams with existing processes. This integration was crucial for maintaining operational continuity and effectiveness, showcasing my ability to manage complex organizational changes smoothly. Implemented numerous system and process changes within the organization, driving innovations in customer self-help initiatives, cross-team collaboration, and quality assurance. My efforts led to significant improvements in internal processes and customer satisfaction.Leading multiple projects focused on Case Quality Management, ISO certification, and ongoing training, I achieved sustained progress and consistent outcomes. Additionally, I optimized the support-engineering escalation process, improving the quality of escalations and significantly reducing engineering hours. Recognized as a Top Talent and High Potential leader for the past five years, I received the prestigious \"TIBCO Core Value Award\" for my exceptional contributions to customer satisfaction.
Education
The University of British Columbia
Btech, Computer Science
1996 — 2000
Acharya Nagarjuna University
B.SC, Mathematics, Physics, Chemistry, Computer Science
1997 — 2000
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