Hemanth Katli

Lead global support operations for client/internal case management, assessments, and immigration document workflows using internal applications and document storage tools. Manage team performance, SLA compliance, reporting/audits, and onboarding through interviews, coaching, and annual appraisal feedback.

Oversee a large customer success support team, handling VIP account escalations and driving customer retention through root-cause analysis and proactive engagement. Manage performance reporting and cross-functional coordination while upselling products via phone and documenting activity in Salesforce.

Handle escalations from level 1 support and provide regular updates/training to support engineers. Manage issues through Salesforce and support Desk for timely resolution, while mentoring team members and refining knowledge base documentation.

Collaborate with developers to integrate applications within Salesforce to support client needs and handle escalations from tier 1. Train new hires on Salesforce administration/custom objects and own SLA/quality compliance for a support team.

Support production floor process planning with quality adherence and reporting to the Process Director. Develop evaluation/performance matrix guides and conduct process training for the Citrix-focused team.

Provide technical support as the team’s technical SPOC during calls and own technical performance for the team. Manage escalations and initiate outbound calls for advanced troubleshooting.

Handle inbound customer calls, process monetary and non-monetary transactions, and manage escalation calls to resolve customer inquiries. Maintain accurate processing and updates based on customer requests.

Completed a B.Com degree from Madurai Kamaraj University between 1998 and 2001.