Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Accomplishments
Timeline
Generic

Lourde Immanuel Raju L

Team Leader Product Support
Chennai

Summary

Results-driven and customer-focused Team Leader – Product Support Engineer with over 11 years of experience in technical product support, incident resolution, cross-functional collaboration, and team leadership. Proven track record of improving customer satisfaction, streamlining support operations, and mentoring high-performing teams.

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Team Leader – Product Support

Zoho Corporation Private Limited
Chennai
11.2022 - Current
  • Lead a team of 5+ support engineers handling L1/L2 support across ANZ, APAC, EMEA time zones.
  • Mentored team members in technical skills, soft skills, and escalations handling.
  • Defined and tracked key KPIs such as FCR, CSAT, and SLA adherence.
  • Collaborated with product and engineering teams to report bugs and suggest product improvements.
  • Managed high-priority client escalations and ensured timely resolution.
  • Conducted regular training sessions and performance reviews.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.

Technical Support Engineer

Zoho Corporation Private Limited
Chennai
02.2018 - 11.2022
  • Delivered technical support for SaaS-based products to enterprise clients.
  • Resolved 95%+ of support tickets within SLA timelines through Calls, Email and Chats.
  • Developed internal knowledge base articles and helped reduce repetitive queries.
  • Provided onboarding support and conducted webinars for new customers.
  • Coordinated with QA and Product teams for complex issue resolution.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Led training sessions for new staff to ensure high-quality technical support standards across team.

Senior Customer Service Executive

HCL Technologies BPO Services
Chennai
09.2014 - 02.2018
  • Responded to user inquiries via email, phone for client-related issues for BT UK process (British Telecoms) and also for EIR (Ireland process) through Chat.
  • Logged and tracked customer issues through One View.
  • Received recognition for consistent positive feedback from customers.
  • Managed approximately 30-40 incoming calls, emails per day from customers

Education

Bachelor of Engineering (B.Tech) - Information Technology

Sri Krishna Engineering College
Padappai, Chennai, India
08.2008 - 04.2012

Skills

  • Technical Support & Troubleshooting

  • Team Leadership & Mentorship

  • SaaS / Cloud-based Applications

  • Customer Success & Retention

  • Escalations

  • Knowledge Base & Documentation

  • Cross-Functional Collaboration (Product, Engineering, QA)

  • Zoho Campaigns

  • Zoho Marketing Automation

  • Zoho CRM

Quality improvement

People management

Goal setting

Certification

Honours Diploma Holder in Hardware and Networking, On hands experience in troubleshooting hardware issues

Awards

  • Demings Excellence Award, 02/01/17, Project on AHT reduction
  • Star Performer of the Quarter, 01/01/17, Star Performer within the team for the last three quarters

Accomplishments

  • Quality Process Automation, Took an initiative by collaboration with various product teams in Zoho to improve the quality of handling calls and tickets for Zoho Campaigns and Zoho Marketing Automation.
  • Customer Satisfaction Program, Implemented feedback loop to improve CSAT from 88% to 96% over 6 months.
  • Zoholics APAC 2022, Provided expert product insights for Zoho Campaigns during Q&A sessions at Zoholics APAC 2022 in Singapore and Manila.
  • Hyderabad Meet-up 2019, Represented Zoho Campaigns as a Q/A expert and also demonstrated the product in meet-up held in Hyderabad in 2019.

Timeline

Team Leader – Product Support

Zoho Corporation Private Limited
11.2022 - Current

Technical Support Engineer

Zoho Corporation Private Limited
02.2018 - 11.2022

Senior Customer Service Executive

HCL Technologies BPO Services
09.2014 - 02.2018

Bachelor of Engineering (B.Tech) - Information Technology

Sri Krishna Engineering College
08.2008 - 04.2012

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Lourde Immanuel Raju LTeam Leader Product Support