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Vijay Ganta

@vijayganta

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Experienced manager specializing in customer success and operations.

India

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What I'm looking for

I seek a role that fosters growth, values teamwork, and emphasizes customer satisfaction.

I am a dedicated professional with extensive experience in customer success and operations management. Currently, I serve as a Manager at Salesforce India Pvt. Ltd., where I lead a team of Success Guides, achieving a remarkable CSAT score of over 95%. My focus on implementing automation tools has enhanced team efficiency by 15%, streamlining workflows and boosting productivity.

Throughout my career, I have consistently driven improvements in service delivery and customer engagement. At Wavelabs Technologies, I led global IT service desk operations, achieving a 20% reduction in resolution times. My ability to develop performance analytics frameworks has provided leadership with crucial data-driven insights, guiding strategic decision-making. I am passionate about fostering high-performance teams and ensuring exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Success Guide Manager

Current

Salesforce India Pvt. Ltd

Dec 2022 - Present (2 years 5 months)

Directed a team of 10-20 Success Guides, maintaining a CSAT score of 95%+ and consistently exceeding KPIs. Implemented automation tools that enhanced team efficiency by 15%, streamlining workflows and boosting productivity. Developed real-time reporting dashboards for executives.

Customer Success Team Leadership Automation Tools Data Analytics KPIs Training Development Stakeholder Engagement

Triage Manager – Technical Support

Salesforce India Pvt. Ltd

Dec 2022 - Mar 2023 (3 months)

Led a team of Salesforce Technical Engineers, reducing escalations by 20% through proactive management. Developed a support model that identified case trends and improved the knowledge base for higher resolution rates.

Technical Support Team Management Proactive Support Documentation

Service Delivery Manager

Wavelabs Technologies

Dec 2020 - Dec 2022 (1 year 11 months)

Led global IT service desk operations, achieving a 20% reduction in resolution times. Designed SLA compliance models and developed performance analytics frameworks for data-driven insights.

Service Delivery SLA Management Performance Analytics IT Operations Data Insights Resolution Times

Shift Manager

SS&C EZE Software

May 2019 - Apr 2020 (11 months)

Managed shift operations, ensuring efficiency and compliance with company policies. Addressed customer inquiries and resolved operational challenges while training new employees.

Customer Service Compliance Staff Training Inventory Management Problem Solving

Team Lead

Accenture Solutions

Jul 2015 - Feb 2019 (3 years 7 months)

Managed a team of 40+ associates, ensuring 100% SLA compliance across Google projects. Reduced escalation volumes by 20% and designed real-time dashboards for analytics.

Team Leadership SLA Escalation Management Data Analytics Project Management Customer Engagement

Team Lead

Tech Mahindra BSG

Aug 2006 - Jun 2015 (8 years 10 months)

Supervised a team of 50+ members, achieving KPIs and optimizing customer engagement strategies. Led root cause analysis efforts to minimize service issues.

KPIs Customer Engagement Root Cause Analysis Performance Optimization Service Delivery Team Management