Srinivas Dasari
Senior Support Manager
- Role
- Senior Support Manager at Blue Yonder
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Srinivas Dasari
A Result-oriented proven High Performing, Time to Value driven resource as a Principal…
Experience
Senior Support Manager
Nov 2023 — Present · Hyderabad, IN
Roles and Responsibilities: 1. Team Management & Leadership• Lead and manage a team of 25 support specialists or analysts.• Hire, train, and mentor support staff to enhance their skills.• Set performance expectations, conduct reviews, and provide feedback.• Motivate and engage the team to maintain high productivity and morale.2. Customer Support Operations• Oversee the daily operations of the support team.• Ensure timely and effective resolution of customer issues.• Define and implement support workflows, SLAs, and escalation procedures.• Monitor team performance through KPIs and reports.3. Incident & Problem Management• Ensure prompt resolution of customer tickets and escalations.• Identify recurring issues and drive root cause analysis.• Work with technical teams to implement long-term fixes and improvements.4. Process Improvement & Optimization• Continuously improve support processes to enhance efficiency and customer experience.• Implement automation and self-service solutions (e.g, knowledge bases, chatbots).• Optimize ticketing systems, workflows, and documentation.5. Stakeholder & Cross-Functional Collaboration• Act as a bridge between customers, internal teams (engineering, product, sales), and senior management.• Communicate support trends, challenges, and insights to leadership.• Collaborate with product and development teams to influence product improvements.6. Customer Experience & Satisfaction• Monitor customer feedback and satisfaction scores (e.g, CSAT, NPS).• Implement initiatives to improve customer engagement and retention.• Address critical customer concerns and ensure positive resolutions.7. Reporting & Analytics• Generate reports on support performance, customer issues, and service trends.• Use data-driven insights to improve team efficiency and customer service quality.• Track SLAs, first-response times, resolution times, and escalation patterns.
Education
Andhra University
Bachelor of Technology - BTech
2006 — 2010
BITS Pilani Work Integrated Learning Programmes
Master of Technology - MTech
2021 — 2023
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