Large Business and International (LB&I) Division is responsible for tax administration activities for domestic and foreign businesses with a United States tax reporting requirement and assets equal to or exceeding $10 million as well as the Global High Wealth and International Individual Compliance programs.

- Helping Jobhunters.ai startup with setting up their CRM systems and AI-enabled omnichannel support to handle customer requests- Measuring Customer Satisfaction (CSAT) metrics- Gathering feedback from customers on the UX new features/enhancements

Client Name: Lucid MotorsLed a team of 60+ DevOps engineers delivering OTA software updates to 10,000+ Lucid EV cars.Provided mentorship and coaching, fostering a culture of continuous improvement and professional growth.

Responsibilities:- A strategic, high-impact, Sr Director-level role, responsible for building a world-class 24x7 global software product operation, Tier-2 remote Support &technical account management organization of 40+ people.- Supported new and ongoing robot deployments in the field (onsite and remotely); worked closely with the Field Operations team across all customer sites. - Prioritized software issues with engineering teams and delivered fixes to customers. Key Results: - Kept our robots fully operational with a 99.999% availability to achieve > 98%fulfillment rates across all product lines. - Created the first Robotics Product Operations Engineer Training & Certification Program for all internal and external users. - Launched a customer support portal to allow for self-service through an online knowledge base with the ability to report technical issues. - Developed & delivered customer & operator training content for all product lines to help customers effectively use our robots to achieve business KPI’s.

Responsibilities: - Managed one of the largest AWS strategic ISV accounts, Salesforce, and its subsidiaries, with an annual revenue of $1B. - The director-level role, responsible for managing a global team of 20+ seasoned Technical Account Managers who were the trusted advisors for large-enterprise strategic accounts running hundreds of AWS cloud services with exceedingly high workloads. - Supported the account team on key strategic initiatives and value proposition content to achieve sales targets.Key Results: - Successfully expanded the AWS services footprint within the customer base. Increased services revenues by 150% YoY - Achieved an overall CSAT of 4.9 / 5.0 consistently

Cisco Data Virtualization Business was acquired by TIBCO Software in 2017.Responsibilities: - Headed the Global Technical Support Organization. Oversaw support teams in the Americas, EMEA & APAC.- Partnered with Professional Services and Customer Success teams to evaluate customer needs and budgets. - Delivered premium services and enhanced customer experience. - Led multiple cross-functional and complex projects, including, an escalation process with engineering, a new hire onboarding and training, an online support community of practice, and a hands-off customer engagement process between Professional Services and Support.Key Results: - Generated over $30M in revenue, within TIBCO's Global Support AnalyticsGroup. - Achieved high customer satisfaction ratings (CSAT = 4.8/5.0). - Maintained high employee satisfaction and retention rates (>90%.) Cross-trained support engineers across multiple TIBCO analytics products.

I joined Cisco after it acquired Composite Software startup in 2013.Responsibilities: - Led a global support team within Cisco’s Data Virtualization business unit in a start-up environment. - Developed and maintained quality metrics and standards for support performance. - Generated reports and reviewed them with management and support team members, to identify challenges and opportunities. - Managed the daily operations of the regional Support teams ensuring successful delivery of the 24x7x365 Standard and Premium Support offerings and the achievement of Service Level Agreements (SLAs). Key Results: - Created a rich online support community and knowledge base for customers and partners to self-service. - Launched a technical certification program for all support engineers. - Developed a technical account management program and monetized it to generate additional services revenues of $3M per year.

Responsibilities: - Responsible for delivering account management services to over 25 enterprise accounts in the Americas with approximately $30m in annual services revenue. - Managed a large team of post-sales client service managers & resident technical consultants. - Partnered with Services and Sales Teams to identify and support penetration of new advanced services opportunities, resulting in additional cross-selling to existing customers. Key Results: - Record of accomplishment of maintaining remarkably high account service renewals (~90%). - Developed & maintained Service Delivery Plans (SDPs) for all accounts. - Effectively managed customer escalations through a close partnership with engineering that resulted in a reduction of mean time to escalation (MTTE) by 25%.

Responsibilities & Key Results:- Provided Tier-3 advanced-level global support for the WX and CMS WAN acceleration products that resulted in high customer satisfaction and service renewals.- Mentored the primary TAC engineers on customer issues and product knowledge transfer resulting in 20% case deflection - Contributed to the support knowledge base and J-Net community reduced the call volume by 15%.- Developed and maintained the support intranet portal that improved collaboration within the team in terms of sharing best practices and troubleshooting documents and tools.