Open to opportunities

Ganesh Kudrigi

@ganeshkudrigi

Customer and technical support professional focused on resolving issues, managing cases, and delivering exceptional service.

India

Message

What I'm looking for

I’m looking for opportunities where I can handle international customer queries, coordinate technical issue resolution, manage cases in CRM, and maintain SLA/CSAT through proactive communication, collaboration, and continuous improvement.

I’m a motivated professional with a strong focus on Customer Support and Technical Support, built through international voice and multi-channel case handling. I take pride in managing customer queries end-to-end while keeping service quality, SLA, and customer satisfaction front and center.

At Siemens Technology & Services Pvt. Ltd., I handled high-volume inbound and outbound support for domestic and international customers across calls, emails, and web channels. I managed CRM activities in Salesforce, created and maintained support tickets in Salesforce Service Cloud, and ensured efficient escalation and closure management.

I also strengthened my technical support coordination by working with secure remote access tools including OpenVPN and Pulse Secure VPN. In parallel, I supported digital and industrial product-related inquiries and performed NPS reporting, customer feedback analysis, and data validation using Microsoft Excel with advanced functions and reporting dashboards.

Earlier, at NICE Interactive Solutions Pvt. Ltd., I supported international clients through inbound/outbound voice, remote access, and email. I troubleshot NICE Engage, NIM, NTR, and WFM, used ServiceNow for ticketing, and supported incident management, SLA adherence, bridge calls, and root cause analysis to drive first-call resolution and CSAT.

Experience

Work history, roles, and key accomplishments

Current

Process Associate

Current

SIEMENS TECHNOLOGY & SERVICES PVT. LTD.

Feb 2026 - Present (5 months)

Process Associate providing international technical and customer support. Managed end-to-end case lifecycles in Salesforce CRM and coordinated with global stakeholders. Specialized in sales operations, lead management, and NPS reporting for Digital Industries. Leveraged advanced Excel for data analysis and reporting while maintaining strict SLA compliance and high CSAT scores.

Associate APS Engineer

NICE Interactive Solutions Pvt. Ltd.

Dec 2019 - Aug 2022 (2 years 8 months)

Provides international voice and technical support for global clients, troubleshooting NICE applications and resolving issues through ticketing and escalation handling. Performs incident management with SLA adherence, root cause analysis, and server health monitoring while supporting ITIL-based operations.

Associate APS Engineer - International Support

NICE Interactive Solutions Pvt. Ltd.

Provided L1/L2 voice-based technical assistance and troubleshooting for NICE Engage and related applications in an international 24/7 support environment. Managed incident resolution using ServiceNow/CRM tools and applied incident management, SLA adherence, bridge calls, and root cause analysis to improve first call resolution.

Technical Support Voice support NICE Engage Nim NTR WFM ServiceNow CRM Tools Incident Management SLA Adherence Bridge Calls Root Cause Analysis MACD (Move Add Change Delete)First Call Resolution (FCR)

Process Associate - International Support

Siemens Technology & Services Pvt. Ltd.

Handled high-volume international customer support via calls, emails, and web channels and managed case workflows. Used Salesforce CRM and Excel to perform reporting and analysis, coordinating with global stakeholders to ensure SLA compliance for Siemens product and solution inquiries.