Suresh Paleri
Senior Delivery Leader
- Role
- Program Manager Delivery Lead Solution Architect at Tata Consultancy Services
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Suresh Paleri
Delivery Management Leader with an architect background, spanning over 20 years leading Salesforce (Sales, Service and Community Cloud), Genesys PureCloud (CCaaS), RedSky Technologies and ERP, with Global enterprises in their IT transformational journey. Experienced in leading the creation and formation of L2 Support team from inception to operating successfully.
Experience
Program Manager Delivery Lead Solution Architect
Apr 2018 — Present · Chicago, IL, US
Created and built L2 Genesys PureCloud Support Team (Omni Channel) for the CECP Tech Modernization program, supporting Post-Go Live activities• Created processes and methodologies for enhancing user experience, achieving NPS of over 70• Support the team in incidence and escalation management, achieving over 60% reduction in support tickets, achieving over 80% CSAT score • Senior customer stakeholder management, regular monthly reviews/updates and build partnership to deliver and support Call Center program successfully• Lead compliance activities leveraging Redsky Technologies to ensure that the Contact center agents are compliant with MyE911 (Kari’s Law and Ray Baum’s Act), for the agents residing in the USA and Puerto Rico• Instrumental in creating and developing team to monitor Genesys application, by leveraging monitoring applications such as Thousand Eyes, Prognosis and Dynatrace, and capturing Key Metrics into the Monitoring Template• As a senior resource with an Architect background, supported business process and technical workshops to capture the AS-IS and TO-BE state. Salesforce Solution Architect for the Customer Registration project for the airline industry leveraging Salesforce Experience Cloud (Self Registration)• Simplified Customer registration journey by leveraging Sales Cloud, Service Cloud and Community Cloud• Leveraged Salesforce Shield for a banking client to securely store sensitive data, ensuring compliance with both internal and external regulatory requirements• Coaching and mentoring team members (Onsite, Nearshore and Offshore) in Global delivery model• Provided Guidance to the team in creation of KBA’s for the Contact Center agents• Leveraged JIRA, SNOW and SharePoint for the application lifecycle management and the Incident Management
Education
Bangalore University
Masters
1994 — 1996
University of Calicut
Bachelor of Science - BSc
National Institute of Human Resources Development, Chennai
Post Graduate
1995 — 1997
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