Akshay Dubey

Responsibilities

• Delivered 24/7 technical assistance as leader of cross-functional L1 support team across multiple time zones.
• Oversaw end-to-end customer support operations, focusing on SLA adherence and root cause analysis.
• Streamlined response time by implementing automation in Freshdesk, improving resolution efficiency.
• Engaged with product and engineering teams to communicate customer feedback for urgent bug fixes.
• Created effective training programs and knowledge bases, reducing onboarding time significantly.
• Monitored support metrics regularly, providing detailed reports to executive stakeholders.
• Managed communication for major incidents, ensuring prompt updates to customers post-incident.
• Fostered a customer-first culture through ongoing coaching, feedback loops, and performance evaluations.

Achievements:

• Reduced average first response time by 40%, elevating customer satisfaction (CSAT) to over 90%.
• Implemented automation rules and SLA workflows, decreasing manual triaging efforts by 30%.
• Spearheaded chatbot transition, resulting in a 30% decrease in ticket volume.
• Managed high-severity incidents with communication SLAs under 10 minutes, preserving client trust and renewals.
• Contributed to scaling support operations from a 10-member team to a 25-member global structure.
• Earned recognition for exemplary leadership during peak load and product launch phases.

Responsibilities:

• Served as primary escalation point for L1 support agents, ensuring timely resolution of customer issues.
• Monitored daily ticket queues to align with SLAs, response benchmarks, and quality standards.
• Collaborated with cross-functional teams to address recurring issues and enhance product stability.
• Conducted regular ticket reviews and feedback sessions to uphold support quality and internal protocol adherence.
• Facilitated onboarding and training for new support team members to promote knowledge retention.
• Generated reports on ticket trends, agent performance, and customer satisfaction for managerial evaluation.
• Maintained internal documentation, SOPs, and FAQs to ensure process consistency.
• Assisted in planning shift rosters and workload distribution across support team.

Achievements:

• Optimized ticket resolution time by 25% through process enhancements and team mentoring.
• Achieved and maintained customer satisfaction (CSAT) rating above 90%.
• Reduced escalation rates by 30% through targeted coaching and improved troubleshooting skills.
• Launched peer-learning program, resulting in 20% faster onboarding and enhanced collaboration.
• Identified product gaps via support trend analysis, leading to three collaborative enhancements with product team.
• Recognized for outstanding leadership and operational impact during major product launch.
• Successfully managed strategic accounts in Mindtickle’s inaugural TAM program, providing tailored support.

• Resolved complex customer issues via email and chat, covering platform functionality, third-party integrations, and configuration — consistently maintaining high customer satisfaction.
• Delivered prompt, empathetic support while meeting or exceeding SLA targets in a fast-paced, customer-first environment.
• Partnered with cross-functional teams (Product, Engineering, QA) to expedite escalations and drive permanent fixes through root cause analysis.
• Created and optimized knowledge base content, leading to improved case deflection and reduced ticket volume through enhanced self-service.
• Provided actionable customer feedback to product and engineering teams, directly influencing roadmap decisions and feature improvements.

• Effectively managed customer tickets and chats, delivering effective solutions for a range of Symantec security products.
• Achieved timely resolution of customer-initiated cases, addressing diverse issues related to Symantec products.
• Spearheaded quality assurance programs, conducting ticket evaluations, internal audits, and customer surveys to drive service excellence.
• Significantly boosted customer satisfaction levels through consistent and effective issue resolution.
• Drove improvements in SLA performance and delivered exceptional client support by proactively resolving customer problems.
• Facilitated critical access to Common Cloud Products for Partners and internal teams by managing Not-For-Resale (NFR) provisions.
• Proficiently utilized Zuora Quote for streamlined quote creation and efficient NFR processing.
• Acted as a key liaison for the Channel Sales Partners, effectively resolving complex partner-related issues.
• Efficiently processed and provided essential Letters of Authorization to Symantec Partners, supporting channel operations.

• Created and deployed bespoke solutions leveraging ADP’s CRM tools and client-side platforms like Workday to address unique enterprise needs.
• Cultivated key client relationships, serving as the dedicated point of contact for comprehensive solution design and critical issue escalation.
• Drove significant increases in enterprise account utilization and retention by delivering proactive, data-driven support and insightful reporting.

• Developed tailored solutions using ADP’s CRM tools and Workday to meet enterprise needs.
• Cultivated robust client relationships as primary contact for solution design and issue resolution.
• Enhanced account utilization and retention through proactive, data-driven support and reporting.

• Reviewed financial and legal details of acquired entities to help merge operations smoothly.
• Handled clearing of payments, combined different types of debts, and checked for bad loans to reduce financial risks.
• Worked closely with legal and finance teams to ensure all documents were correct, rules were followed, and assets were verified during acquisitions.