Poojith Ponnamma

Led and mentored a team of 8 customer support representatives, resulting in a 15%
increase in team productivity and a 10% improvement in overall customer satisfaction.
Monitored and optimized key performance indicators (KPIs), reducing response time by
20%, resolution time by 25%, and boosting CSAT to 95% and NPS to 70+.
Developed, implemented, and continuously improved customer support processes,
reducing process inefficiencies by 30% and increasing resolution accuracy by 20%.
Trained 8 customer service agents, resulting in a 40% reduction in onboarding time and
a 25% decrease in agent error rate within the first 6 months.
Conducted quarterly performance evaluations, providing actionable feedback that led to
a 20% improvement in individual agent performance and a 15% decrease in escalations.
Presented weekly data analytics reports to the COO, providing insights for decision
making.
Collaborated with cross-functional teams to address client needs and resolve issues
promptly.
Managed the service contract renewal process for all assigned support tools.
Delivered client demos on the Query Management System, enhancing client
understanding and satisfaction.
Managed and contributed to the development of Superset Help Centres documentation
and knowledge base articles

Resolved tickets across all the verticals (University, Company and students) with average
first response time of tickets being 1 hour.
Responded to tickets related to 7 apps across 3 verticals within the B2B and B2C
segment of the company (TnP Suite, Company App, CRM, Resume Builder etc.)
Resolved 82k+ tickets (Avg. 1.1 k tickets/week) across all verticals of Superset.
Tested the Student App and College App, providing valuable insights and feedback to
improve functionality, user experience, and overall product quality
Managed and contributed to the development of Superset Help Centres documentation
and knowledge base articles.

Provided first-level technical support to clients from US and Canada, diagnosing and
resolving commercial printer hardware and software issues.
Maintained detailed records of customer interactions, inquiries, and resolutions in the
support database.
Collaborated with the technical team to escalate and resolve complex technical issues.
Participated in training sessions to stay updated on new products and technologies
Order creation, billing and dispatch of printer parts and scheduling onsite engineer visits
for part replacement.
Validated and updated customer printer warranties, ensuring accurate records and
providing timely information to support customer needs and service requests