Satish Shanmugam
@satishshanmugam
Customer Support Manager at Corporater, who cut first response time to under 6 minutes and established 24x6 global support.
IndiaWhat I'm looking for
At Corporater Pvt. Ltd., I established support processes, SLA governance, and KPI frameworks, and launched a 24x6 support model. I reduced first response time from hours to under 6 minutes and created Corporater's first Project-to-Support Handover Process.
At Salesforce Pvt. Ltd., I managed a team of 18 supporting Sales Cloud customers in APAC. Earlier, at NICE Interactive Solutions Pvt. Ltd., I managed SaaS-based application support and used continuous improvement methods to improve operational delivery.
Experience
Work history, roles, and key accomplishments
Manager, Customer Support
Corporater Pvt. Ltd.
Sep 2025 - Present (1 year 1 month)
Established support processes, SLA governance, and KPI frameworks for the global support organization. Launched a 24x6 support model and reduced First Response Time from hours to under 6 minutes.
Managed a team of 18 members for Sales Cloud Support in the APAC region. Supervised day-to-day front-end operations and met SLA metrics for all severities.
Technical Support Manager
NICE Interactive Solutions Pvt. Ltd.
Sep 2015 - Feb 2023 (7 years 5 months)
Supervised day-to-day front-end operations of a customer service department across multiple shifts. Managed a SaaS-based application support team and ensured customer deliverables were met.
Client Technical Support Associate
Jun 2010 - Sep 2015 (5 years 3 months)
Provided inbound desktop and laptop technical support for US and Canadian customers. Installed OS, drivers, and software, and created dispatch requests for hardware issues.
Customer Service Representative
24/7 Customer Pvt. Ltd.
Oct 2006 - May 2010 (3 years 7 months)
Worked as a Customer Service Representative for an online shopping website, providing chat support to global customers. Provided floor support during high chat volume.
Education
Degrees, certifications, and relevant coursework
TSIA
Certified Service Professional Manager, Service Management
2024 - 2027
Certified Service Professional Manager Certificate from TSIA, valid from April 24, 2024 to April 24, 2027.
Salesforce
Salesforce Certified Administrator, Salesforce Administration
Salesforce Certified Administrator obtained on July 30, 2023.
Symbiosis Centre for Distance Learning
Post Graduate Diploma, IT Management
Post Graduate Diploma in IT Management from Symbiosis Centre for Distance Learning in 2021.
ITIL
ITIL4 Foundation Certificate, IT Service Management
ITIL4 Foundation Certificate in IT Service Management obtained in July 2021.
NPS
NPS2 Certified Associate, Customer Experience
NPS2 Certified Associate obtained in May 2016.
EIILM University
Bachelor of Commerce, Commerce
Bachelor of Commerce (B.Com) through distance education from EIILM University in 2012.
Dr. Ambedkar Pre-University College
Pre-University, Pre-University
Pre-University education from Dr. Ambedkar Pre-University College in 2004.
St. Aloysius High School
SSLC, Secondary Education
SSLC from St. Aloysius High School in 2002.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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