Salesforce
Pradeep Vishwakarma
Senior Manager - Customer Experience & Project Management
Summary
Results-driven customer experience and product support leader with over 11 years of experience managing global support teams, optimizing operations, and enhancing customer satisfaction. Demonstrated expertise in Salesforce-based case/ticket management, dashboards, and reporting. Proven track record of leading product support teams, effectively handling escalations, and driving process improvements in high-pressure environments. Skilled in cross-functional collaboration, team mentoring, and utilizing data-driven insights to enhance service delivery. Passionate about developing scalable support frameworks that align with business objectives and meet customer needs.
Overview
18
18
years of professional experience
3
3
Languages
Work History
Senior Manager - Customer Experience & Project Management
Hubilo & Fielddrive
01.2023 - Current
- Spearheaded the global product support and customer experience team, overseeing operations across North America, Europe, and APAC.
- Supervised and mentored three Regional Managers for three years, optimizing workflows and team efficiency.
- Led frontline product support operations ensuring adherence to SLAs and consistently improving response and resolution times by 25%.
- Established and optimized case management processes in Salesforce, enhancing tracking, reporting, and issue resolution efficiency.
- Managed critical customer escalations with a structured approach, reducing resolution time by 30% through proactive intervention and cross-functional collaboration.
- Designed and implemented automated customer support workflows, improving team efficiency and reducing onboarding time by 30%.
- Collaborated closely with Product, Engineering, and Sales teams to bridge the gap between customer feedback and product innovation, driving continuous service improvements.
- Developed and executed coaching programs, ensuring continuous upskilling of support teams, fostering career growth, and maintaining high engagement levels.
- Played a key role in resource planning, workforce management, and shift scheduling to optimize support availability in different time zones.
- In partnership with HR, driving talent development initiatives to nurture high-performing teams, focusing on growth and business efficiency.
Regional Manager - Customer Experience (US & Canada)
Hubilo
09.2020 - 02.2023
- Led customer experience initiatives for the US and Canada, ensuring event success and managing strategic escalations
- Coordinated closely with cross-functional teams to optimize customer journeys and business outcomes
Renewal Operations Specialist
Symantec India Pvt Ltd.
01.2016 - 06.2020
- Managed the renewal operations, ensuring data accuracy, problem resolution, and compliance with business requirements
- Collaborated with cross-functional teams to maintain data integrity and streamline the renewal process
Account Manager (HR - Recruitment) / Senior Analyst
IUGO Training and HR Solutions
02.2010 - 07.2015
- Led a team of recruitment consultants, managing client relationships, payroll, and end-to-end recruitment processes
Team Support Executive
Wipro BPO
01.2007 - 01.2010
- Managed a team of associates, provided training, monitored performance, and liaised with clients for process updates
Education
Postgraduate Degree - Information Technology
MIT School of Distance Education
08.2020 - 06.2022
Bachelor's Degree - Commerce
International School for Management Excellence
01.2007 - 01.2009
Higher Secondary Certificate - PCM
Savitribai Phule Pune University
01.2002 - 01.2004
Secondary School Certificate - undefined
St. Jude High School
01.1991 - 01.2002
Skills
Product Support & Customer Experience Leadership Training, Talent Development & Leadership CoachingCross-Functional Collaboration & Stakeholder EngagementSLA & Performance Metrics OptimizationGlobal Team & Regional Manager OversightSalesforce (Case Management, Dashboards, ReportingProduct Support & Customer Experience Leadership
Accomplishments
- Successfully managed customer experience and product support for 200+ global clients across multiple regions.
- Improved SLA adherence and support response time by 25% through strategic process enhancements.
- Spearheaded escalation and incident management, ensuring a proactive approach to customer issues.
- Implemented workforce management strategies to optimize shift allocation and team productivity.
- Led and managed the G2 review strategy for Hubilo, consistently achieving a 9.8/10 customer service rating and solidifying Hubilo's position as a top-rated provider.
Software
Basecamp
Zendesk
Jira/Confluence
Mailchimp
Google Suite
Timeline
Senior Manager - Customer Experience & Project Management
Hubilo & Fielddrive
01.2023 - Current
Regional Manager - Customer Experience (US & Canada)
Hubilo
09.2020 - 02.2023
Postgraduate Degree - Information Technology
MIT School of Distance Education
08.2020 - 06.2022
Renewal Operations Specialist
Symantec India Pvt Ltd.
01.2016 - 06.2020
Account Manager (HR - Recruitment) / Senior Analyst
IUGO Training and HR Solutions
02.2010 - 07.2015
Team Support Executive
Wipro BPO
01.2007 - 01.2010
Bachelor's Degree - Commerce
International School for Management Excellence
01.2007 - 01.2009
Higher Secondary Certificate - PCM
Savitribai Phule Pune University
01.2002 - 01.2004
Secondary School Certificate - undefined
St. Jude High School
01.1991 - 01.2002