Suresh Uthan
Coquitlam,Canada
Summary
Dynamic and results-driven professional with over 10 years of experience in customer success, service delivery, and product management. Proven expertise in leading large teams, delivering tailored solutions for global enterprise clients (e.g., Chevron, British Petroleum, United Airlines, Novartis Pharmaceuticals, and Northrop Grumman), and aligning technical offerings with business outcomes. Skilled at driving retention, optimizing workflows, and leveraging feedback to improve product adoption and satisfaction.
Overview
25
25
years of professional experience
Work History
Sr. Manager, Support Services
Onward Technologies Ltd.
Chennai
01.2017 - 10.2024
- Directed daily operations for a 25-member support services team, ensuring seamless delivery of services and operational efficiency
- Managed enterprise accounts, including Chevron, British Petroleum, United Airlines, Novartis Pharmaceuticals, and Northrop Grumman, aligning solutions with business goals
- Delivered exceptional product management by defining roadmaps, prioritizing features, and integrating customer feedback to improve operational efficiency by 20%
- Led service delivery calls to address client needs, identify challenges, and provide actionable solutions
- Achieved 98% SLA compliance by optimizing KPIs, leveraging automation, and enhancing workflows
- Proactively identified risks, developed mitigation strategies, and communicated outcomes to stakeholders and leadership
Principal Technical Support Consultant
Deem Software India Pvt. Ltd.
Bangalore
02.2011 - 01.2017
- Oversaw service delivery and onboarding for enterprise clients, achieving a 95% first-call resolution rate
- Managed customer support operations, providing guidance and leadership to ensure team alignment with organizational goals
- Partnered with engineering teams to develop customer-facing features, resulting in improved satisfaction and adoption
- Built and analyzed Salesforce-powered reports to track and address recurring customer issues, reducing incidents by 20%
- Facilitated product management initiatives, aligning technical solutions with customer needs to enhance outcomes
Escalation Lead
CSS Cybernet-Slash Support India Pvt. Ltd.
Chennai
02.2006 - 01.2009
- Directed escalation workflows and led service delivery initiatives, achieving 100% SLA compliance
- Streamlined processes and provided targeted training, resulting in a 25% reduction in escalations
Customer Support Executive
Netvision Cybertech Pvt. Ltd.
Chennai
02.2005 - 02.2006
- Delivered customer support to over 100 customers daily, maintaining high satisfaction levels.
- Resolved technical and service-related queries through email, phone, and chat, enhancing client retention.
Accountant
Barathis Manufacturing (M) SDN. BHD.
Rawang, Malaysia
04.2004 - 12.2004
- Managed monthly financial reconciliations, prepared tax filings, and maintained accurate ledger records.
- Provided insights through financial analysis to aid strategic decision-making.
Computer Science Faculty
The Fourth R Computers Ltd.
Chennai
11.1999 - 03.2002
- Taught computer science fundamentals, mentored students in research projects, and guided academic development.
Education
Masters - Leadership
Trinity Western University
Langley, BCMBA - Human Resources Management
Shivaji University
Pune03-2012
Bachelor of Commerce -
Shivaji University
Pune, India04-1999
Diploma - Computer Science
National Institute of Information Technology
Skills
- Team Leadership: Skilled in managing and mentoring large teams, with experience leading daily operations for a 25-member support services team
- Service Delivery Management: Ensured SLA compliance and operational excellence through effective process management
- Product Management: Defined roadmaps, prioritized features, and aligned products with customer needs
- Cross-Functional Collaboration: Partnered effectively with Sales, Product, and Engineering teams to enhance workflows
- Data-Driven Decision Making: Proficient in Salesforce, Zendesk, and analytics tools for strategy optimization
Accomplishments
- Successfully led a 25-member team to ensure high-quality service delivery and operational excellence.
- Consistently met and exceeded SLA targets, ensuring client satisfaction and retention.
- Defined roadmaps and improved product alignment, driving measurable operational improvements.
- Delivered tailored solutions that translated to increased customer retention and value realization.
Languages
Fluent in English
Affiliations
- ITSM Tools
- CRM Platforms
- GDS Platforms
- Process Documentation
Timeline
Sr. Manager, Support Services
Onward Technologies Ltd.
01.2017 - 10.2024
Principal Technical Support Consultant
Deem Software India Pvt. Ltd.
02.2011 - 01.2017
Escalation Lead
CSS Cybernet-Slash Support India Pvt. Ltd.
02.2006 - 01.2009
Customer Support Executive
Netvision Cybertech Pvt. Ltd.
02.2005 - 02.2006
Accountant
Barathis Manufacturing (M) SDN. BHD.
04.2004 - 12.2004
Computer Science Faculty
The Fourth R Computers Ltd.
11.1999 - 03.2002
Masters - Leadership
Trinity Western University
MBA - Human Resources Management
Shivaji University
Bachelor of Commerce -
Shivaji University
Diploma - Computer Science
National Institute of Information Technology
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