naveen sundar
@naveensundar
Customer Support Manager who uses data and automation to improve service quality and productivity.
IndiaWhat I'm looking for
I’m a Customer Support Manager with 9+ years of experience leading high-performing teams and resolving complex, sensitive customer issues across PayPal, Amazon, and Concentrix. I focus on timely resolution, strong SLA adherence, and measurable customer outcomes.
I lead and coach teams of 15 to 30+ agents, providing regular 1-1s, KPI tracking, and performance evaluations to improve accuracy and productivity. As the escalation point, I partner with escalation leads to drive effective resolution for high-impact cases.
My work is data-driven: I use operational data, dashboards, and trend analysis to identify root causes, reduce repeat issues, and improve overall customer experience. I’ve also worked with analytics teams to build automated reports and escalation monitoring frameworks, strengthening decision-making and visibility.
I’m especially proud of process improvements and automation initiatives—implementing AI bots and ChatGPT-related automation to achieve 100% quality scores and improve team productivity by 15%. I build knowledge bases and SOPs, support change management, and strengthen onboarding and training to sustain operational excellence.
Experience
Work history, roles, and key accomplishments
Led a team of 15 senior agents, ensuring timely customer resolution, SLA adherence, and strong operational performance through regular 1:1s, KPI tracking, and coaching. Served as the escalation point for complex cases and drove AI/automation initiatives that achieved 100% quality scores and improved team productivity by 15%.
Managed a customer-facing team of 29+ associates handling high-volume service escalations while ensuring SLA compliance and resolution efficiency. Acted as primary escalation manager, led WBR/MBR performance reviews and action plans, and partnered with BI to automate workflow improvements that increased operational productivity by ~50%.
Led 30 customer support professionals supporting global workflow programs (including Google Play Store operations), improving agent performance through structured feedback and KPI-driven action plans. Built training and knowledge assets, enhanced SOPs, and helped launch and stabilize two large-scale customer support programs.
Customer Support Engineer
ASAP Information Technology (HPE)
May 2016 - Oct 2017 (1 year 5 months)
Provided technical support for HPE products and services, handling end-to-end case escalation workflows and managing customer communications. Created sales leads and optimized reporting processes using Salesforce case data and Excel-based analysis.
Customer Support Representative
Mphasis
Apr 2015 - Oct 2015 (6 months)
Delivered international voice customer support for a Canadian bank by diagnosing issues, recommending solutions, and escalating complex cases for advanced handling. Documented customer interactions in systems and supported cross-functional teams including billing and technical support to ensure high-quality service.
Education
Degrees, certifications, and relevant coursework
CMR Institute of Management Studies
Bachelor of Computer Applications, Computer Application
2017 -
Completed a BCA in Computer Application starting in 2017 at CMR Institute of Management Studies in Bengaluru.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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