Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Rajesh Narayan Jothiram

Windsor

Summary

Dynamic Support Account Manager with a proven track record at Broadcom, excelling in business analysis and customer relationship management. Expert in driving process improvements and conducting root cause analysis, enhancing customer satisfaction. Adept at facilitating strategic meetings and training initiatives, fostering a culture of quality and collaboration within teams.

Overview

20
20
years of professional experience

Work History

Support Account Manager

Broadcom
03.2022 - Current
  • Proactively monitor and manage support cases as they progress to resolution.
  • Provide support case reporting on a regular basis
  • Facilitate recurring meetings to review support cases, status updates and upcoming support projects, helping to address and align business requirements and priorities accordingly, and identify potential support areas for improvement
  • Drive coordination of resources and communication as required in an effort to achieve swift resolution to support cases
  • Proactively inform customer of product advisories as applicable
  • Ensure Root cause Analysis (RCA) is documented for critical support cases.
  • Conduct support business reviews quarterly to report on reactive support case trend analysis and insights, discuss potential areas of improvement with customer, and review overall support experience and product usage
  • Coordinate and partner with customer on critical planned and maintenance activities, including upgrade plan reviews.
  • Assist in coordinating resources and provide guidance for multi-vendor troubleshooting efforts.

Queue Manager

VMware
Broomfield
03.2019 - 08.2020
  • Responsible for monitoring the queue(s) to assign cases to engineers and effectively communicate with engineers and leadership team
  • Check, validate, and track assignment of cases
  • Reassign cases to appropriate queue: SME, region-wise, etc.
  • Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned cases
  • Attend calls waiting in the queue
  • As Weekend Duty Manager was responsible for weekend operations
  • Monitor and report to management long term trends of queues for SLA compliance

Soft Skill & Quality Trainer

VMWARE SOFTWARE INDIA PRIVATE LIMITED
Bengaluru
09.2014 - 09.2018
  • Support Request (Case) Review
  • Ensure Technical Engineers follow Quality guidelines and work towards Customer Satisfaction
  • Review Customer Surveys (DSAT) to identify root cause and provide recommendations to improve overall customer experience
  • Provide feedback & recommendations to Technical Engineers and to Management to improve overall case management and customer satisfaction
  • Conduct new hire trainings
  • Conduct soft skill interviews
  • Partner with management to help team achieve team goals

Quality Assurance Specialist

WNS Global Services
Bengaluru Area
01.2006 - 09.2014
  • 4 years 9 months

Education

Bachelor of Commerce - Commernce

Dr. C V Raman University - India
India
12-2015

Skills

  • Business analysis
  • Account management
  • Data analysis
  • Quality management
  • Customer relationship management
  • Process improvement
  • Root cause analysis

Websites

Timeline

Support Account Manager

Broadcom
03.2022 - Current

Queue Manager

VMware
03.2019 - 08.2020

Soft Skill & Quality Trainer

VMWARE SOFTWARE INDIA PRIVATE LIMITED
09.2014 - 09.2018

Quality Assurance Specialist

WNS Global Services
01.2006 - 09.2014

Bachelor of Commerce - Commernce

Dr. C V Raman University - India

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Rajesh Narayan Jothiram