Vishnu Nair

WFM Tech Support Team | Jan 2023 – Present

• Lead a high-performing WFM support team responsible for SLA adherence, aged-case resolution, and technical escalation management.
• Drive structured weekly and monthly KPI reviews, enabling proactive course correction and engineer accountability.
• Identified areas in need of critical improvement and implemented strategies to achieve targets.
• Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
• Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
• Supported department leadership in implementing new policies, procedures and controls.
• Improved client satisfaction by customizing service delivery approaches according to unique business needs.
• Oversee team rostering and capacity planning, ensuring optimal global shift coverage and uninterrupted customer support.
• Conduct hiring interviews, onboarding programs, and personalized coaching to build a resilient and upskilled team.
• Guide engineers through 1:1 coaching, case reviews, and AI score feedback loops, resulting in sustained 4.5+ average case quality scores.
• Act as the primary escalation contact for WFM-related issues, coordinating resolutions by collaborating across R&D, PS, TAM/CSM's and Cloud teams.
• Own governance of 60+ and 90+ day backlogs, tracking Plan to Fix compliance and reporting outcomes to leadership.
• Led process automation efforts by optimizing case assignment sheets, handover templates, and workflows to enhance daily operational efficiency

Strategic Initiatives and Impact:

• Improved CSAT and NPS scores through personalized case updates, proactive RCA communication, and follow-up touchpoints.
• Collaborated with TAMs and Account Managers on critical cases, delivering joint customer reviews and closure planning sessions.
• Standardized the use of a Customer Health Tracker aligned to NPS inputs, backlog status, and AI quality trends to detect early risk indicators.
• Partnered with TAMs/CSMs to ensure case transparency for Red Accounts, reducing reactive escalations and increasing trust.
• Implemented customer sentiment mapping across transactional surveys to identify drivers of negative feedback and apply targeted improvements.
• Streamlined internal reporting to ensure real-time visibility into AI quality, CSAT, and backlog aging across leadership layers.
• Worked closely with PS and Solutions teams to address integration-level blockers, leading to faster time-to-resolution and customer confidence.
• Coached engineers on empathy-driven case management, improving both response tone and technical accuracy to elevate the support experience.

🔹 Consistently rated as “Top Talent” for 6+ years based on performance, leadership potential, and impact.
🔹 Completed NICE’s ‘Incubate’ New Manager Program, gaining structured training in team scaling, conflict management, and business alignment.

Infra Apps and Deployment Team | Dec 2016 – Dec 2022

• Led a team of 11 engineers responsible for infrastructure escalations, enterprise deployments, and application support for NICE platforms.
• Served as the technical SME and escalation owner for high-priority issues, collaborating with R&D, Services, and Customer Success.
• Delivered post-deployment support for large-scale rollouts, managing bridge calls, issue triage, and stakeholder alignment.
• Conducted boot camps for new hires focused on NICE deployment architecture, troubleshooting, and ticket handling best practices.
• Acted as the technical SME and escalation lead for critical issues, working closely with R&D, Services, and Customer Success teams.
• Authored and reviewed technical knowledge base articles, enabling both L1 teams and customers with self-service content.
• Managed cross-product escalation threads, helping resolve complex multi-module or infra-integrated deployments.
• Drove process automation initiatives — including case assignment sheets, handover templates, and processes — to streamline daily ops.

• Working in the services profile wherein working hand in hand with the Allscripts development team and the Enterprise level clients, delivering solutions which includes installation, troubleshooting, documentation, and intermittent project management tasks so as the clients can start using the solutions provided seamlessly and attest for Meaning Use as per the United States govt. regulations.
• Implementation of Allscripts ETL process (Meaningful Use Compliance).
• Participate in successful collaboration with internal and external project team members in preparation for Enterprise/TouchWorks EHR Upgrades and Implementation.
• Experience in Enterprise/TouchWorks EHR/EMR Meaningful Use End User functionality training, as well as a proven system configuration specialist to support rollout activations and actively participated in system validation and Go Live testing.
• Knowledge Base author for Enterprise Product documentation and mentor & train team members on critical issues.

• Providing technical support to Bank of America employees. Helping them with issues related to outlook, Office Communicator, VPN issues, Network etc.
• Technical Support to Bank of America employees.
• Troubleshooting outlook issues like reconfiguration of profile, helping users to create, manage and access PST files and various features of outlook like out of office, mail formatting etc.
• Make initial assessment of requests; attempt to resolve them or refer them to someone who can Monitor and escalate procedures relative to appropriate SLA.