Phinder Heer
Support & Professional Services Manager @Draycir Ltd
Signup · Get unlimited contacts
WORK HISTORY
Support & Professional Services Manager @Draycir Ltd
Leicester, GB
Managing a team of Professional Services Consultants, Technical Trainers, Customer Success as well as the Application Support Team.Responsible for delivering project outcomes that align with clients goals and driving continuous use of our SAAS and On-prem products throughout the customer lifecycle whilst adding value and improving client/business relationships. The Support team are responsible for the upkeep of our solutions working closely with our Business partners and customers providing 1st/2nd and 3rd line support- Integrating Customer Success Team into Professional Services Team - Increase of consultant utilisation by 20%- Improvement on customer of core products by 30% since introduction of Customer Success team - Project managing a selection of our on premise products (utilising recent Agile PM practitioner/Scrum Master skills)- Utilising toolset to improve Support experience expanding on Freshdesk Service offerings increasing self service options and improving service quality - Ticket reduction of 12% within 2 years
EDUCATION
Coventry University
2.1 with Honours
SKILLS
ABOUT PHINDER HEER
I have a great passion for delivering the best possible outcomes whether it be Service Delivery or Project Delivery.Digging into customer problems and solving them is my focus. I achieve this by building amazing teams and adapting to ever-changing challenges.I have continually improved Team Performance improving SLA/KPI achievement year upon year - By ensuring the customer is at the centre of all that I do - Seeking data to make decisions - Executing Ideas within constraintsI excel as a Servant Leader - I have a great desire to help the team deliver - I take responsibility - Make sure the team are motivated and onboard - Recognise individual\'s skill sets to get the most out of the teamI ensure I keep improving myself - Continuously learning - Calm under pressure - Focussed on making better informed decisions
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.