About

Kiran Mahalingam, also known as Karan, is a seasoned support professional with over 20 years of experience in technical support environments. He holds a Bachelor's degree in Computer Applications and has worked with leading multinational corporations in fast-paced, high-tech dynamic environments. Currently, Karan is serving as the Manager of Personalized Support at Twilio, where he is responsible for providing exceptional customer support. Karan has an enthusiastic attitude and excellent communication and interpersonal skills, making him an asset to any team. He has experience overseeing the technical support of customers by Tier 2 specialists, who diagnose and troubleshoot sophisticated computer systems, software systems/applications, VOIP or networking, and wireless networking systems. Additionally, he has supervised Tier 2 Engineers to partner with Tier 1 engineers who respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. In his previous role as Senior Manager of Customer Care at Alvaria Inc., Karan was responsible for improving customer service experience, creating engaged customers, and facilitating organic growth. He took ownership of customer issues and followed problems through to resolution, developed service procedures, policies, and standards, recruited, mentored, and developed customer service agents, and nurtured an environment where they could excel through encouragement and empowerment. He also kept ahead of industry developments and applied best practices to areas of improvement, controlled resources, and utilized assets to achieve qualitative and quantitative targets, and maintained an orderly workflow according to priorities. Karan's education history includes a Bachelor's degree in Computer Application from Alagappa University and a Diploma in Computer Science Engineering from VET BVL Polytechnic. He has relevant experience of 14.70 years, making him a highly qualified and experienced support professional. Karan is a people-first manager, always striving to provide the best customer support possible while nurturing a positive work environment for his team.