Vinay Raghav Pullabhatla
Director, Global Customer Services @ Outseer | Enhancing Customer Experience | IIM-Bangalore
- Role
- Director, Global Customer Services at Outseer
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Vinay Raghav Pullabhatla
Steering the helm at Outseer, my leadership in Global Customer Services is fundamentally driven by a commitment to enhancing customer satisfaction through strategic process improvements. Leading a team that has successfully refined support operations, ensuring clients fully capitalize on the value of our products.With a goal-oriented mindset, I\'ve cultivated long-term delivery strategies and established clear objectives that neatly dovetail with organizational ambitions. This focus on continuous enhancement has advanced service quality and operational efficiency, reinforcing Outseer\'s reputation as a pioneer in identity verification and fraud mitigation.
Experience
Director, Global Customer Services
Jun 2022 — Present · Bengaluru, IN
Leading a global team of technical support managers and engineers in Americas, EMEA and APJ, responsible for helping our customer gain value from their Outseer products. Leadership and Strategy: Team Management: Overseeing and leading a team of support managers and representatives, including hiring, training, mentoring, and performance evaluation. Strategy Development: Developing long-term support strategies aligned with the company\'s goals, focusing on improving customer satisfaction, efficiency, and service quality. Goal Setting: Setting clear objectives and KPIs for the support team, ensuring alignment with broader organizational objectives. Process Enhancement: Process Improvement: Continuously refining and optimizing support processes and workflows to enhance efficiency, productivity, and the overall customer experience. Implementing Tools: Identifying and implementing appropriate tools, technologies, and systems to streamline support operations and enhance team performance. Customer Experience: Customer Advocacy: Being the voice of the customer within the organization, ensuring that customer needs, feedback, and pain points are communicated to relevant departments for necessary action. Handling Escalations: Addressing escalated customer issues or complex situations to ensure satisfactory resolution and maintain positive customer relationships. Data Analysis and Reporting: Performance Analysis: Analyzing support metrics, KPIs, and customer feedback to derive insights and make data-driven decisions to improve service quality. Reporting: Generating regular reports for senior management, providing insights into support performance, trends, and areas needing attention. Budgeting and Resource Management: Resource Allocation: Managing the budget and resources for the support department efficiently, ensuring cost-effective operations while maintaining service quality.
Education
Indian Institute of Management Bangalore
Executive General Management, Business Administration and Management, General
Rungta College of Engineering & Technology Kohka-Kurud Bhilai
Bachelor of Technology - BTech, Computer Science and Engineering
Skills
- Iam
- Mysql
- Java
- Unix
- Oracle Database
- Information Security
- Sql
- Linux
- Agile Methodologies
- Microsoft Sql Server
- Web Services
- Powershell
- Oracle
- Software Development Life Cycle (Sdlc)
- C
- Identity & Access Management
- C++
- Siteminder
- Awesomeness
- Java Enterprise Edition
- Shell Scripting
- Operating Systems
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