Summary
Overview
Work History
Education
Skills
Awards & Accomplishments
Personal Strengths
Timeline
Generic

Uday Vibhuti

Hyderabad

Summary

Seasoned operations and multimedia professional with 7+ years of experience managing complex event production, team leadership, technical troubleshooting, and cross-functional stakeholder engagement. Demonstrated success in driving high-impact AV projects, optimizing workflows, and leading service teams in fast-paced corporate environments. Strategic thinker with a passion for team development, client satisfaction, and operational excellence. Seeking to transition into a managerial role to lead technical and customer service teams toward scalable business outcomes.

Overview

10
10
years of professional experience

Work History

Associate | Operational Lead | Multimedia Engineer

Goldman Sachs (India) Pvt. Ltd.
05.2017 - Current
  • Spearhead high-impact corporate event production (e.g., Talks@GS, quarterly updates, town halls), managing end-to-end execution for both remote and onsite stakeholders using AV platforms such as Zoom, Cisco, Polycom, and Logitech.
  • Serve as Subject Matter Expert (SME) for multimedia technologies, advising senior leadership and ensuring flawless audiovisual delivery.
  • Built and deployed a team performance dashboard using ServiceNow, improving visibility into event metrics, support requests, and agent performance KPIs.
  • Led the design and implementation of automated reporting solutions for senior management, enabling real-time access to operational insights and decision-making data.
  • Proposed and initiated the development of an internal audit platform to track documentation, process adherence, and compliance — enhancing accountability and transparency across the team.
  • Lead coordination between cross-functional teams, business leaders, and vendors to align event strategy with organizational goals.
  • Manage and mentor junior engineers and agents through structured onboarding, regular performance reviews, and one-on-one coaching, improving team efficiency and morale.
  • Drive operational excellence by streamlining workflows and adopting agile project management methodologies, increasing delivery speed and team collaboration.
  • Maintain detailed engineering documentation, including CAD reviews, project specifications, and process templates, supporting technical transparency and compliance.
  • Evaluate vendor proposals and select AV solutions that meet cost, performance, and scalability goals for internal and client-facing projects.
  • Enhance client satisfaction by delivering clear progress updates, conducting rigorous quality control audits, and proactively resolving technical issues.
  • Lead sustainability initiatives, integrating eco-conscious practices into event operations to reduce the environmental footprint.
  • Facilitate knowledge-sharing sessions on industry trends and best practices, fostering a culture of learning and innovation within the team.
  • Conduct technical interviews and agent-level evaluations to support team expansion, skill development, and succession planning.
  • Ensure internal and external quality standards are met across all multimedia and AV engineering initiatives.

Sr. Associate | B2B Customer Support Specialist

Dell Technologies – Bengaluru
11.2015 - 04.2017
  • Delivered outstanding B2B customer support for G500 enterprise clients, managing large and small-scale order deliveries, returns, replacements, and service warranty escalations.
  • Played a key role in frontline operations supervision, ensuring team adherence to SLAs and maintaining average queue wait times below 2 minutes.
  • Collaborated across departments — including logistics, technical support, sales, and account management — to address complex customer requests and deliver timely solutions.
  • Trained and mentored new team members, fostering a collaborative team culture and improving onboarding effectiveness.
  • Championed customer-first strategies, helping boost service satisfaction ratings from 60% to 85% through proactive issue resolution and personalized support.
  • Monitored and managed support queue performance, ensuring workload balance and timely case resolution across the team.
  • Maintained up-to-date product and service knowledge to effectively recommend and align customer needs with the right business solutions.
  • Initiated and led inter-departmental escalations, improving response time and boosting customer retention rates through focused communication.
  • Drove process improvement initiatives that enhanced service efficiency and customer engagement.
  • Delivered empathetic, solutions-oriented service daily, consistently recognized with "Employee of the Quarter" and spot awards.
  • Earned the Bronze Award for best customer support agent across the APJ region, based on quality metrics, resolution speed, and client feedback.
  • Played a key support role in Asia corporate events, contributing to award-winning execution recognized by regional leadership.
  • Strictly adhered to data protection regulations, ensuring customer confidentiality and trust during all engagements.

Education

Bachelor of Engineering (Mechanical Engineering) -

Rajiv Gandhi College of Engineering
Bengaluru, India
06-2015

Skills

    Team Leadership & Staff Development

    Event Production Management

    Vendor & Stakeholder Coordination

    Project Management

    AV Technologies (Zoom, Polycom, Cisco, Logitech)

    Engineering Documentation & CAD Review

    Root Cause Analysis & System Troubleshooting

    Process Improvement & Quality Assurance

    Client Engagement & Communication

    Strategic Planning & Execution

    Training & Performance Review

    Microsoft Office Suite

Awards & Accomplishments

· Bronze Award – Best Customer Support Agent, APJ Region

· Employee of the Quarter – Multiple Recognitions

· Best Team Award – Asia Corporate Event Execution

· Consistently achieved top customer service metrics and KPIs

Personal Strengths

· Analytical and Detail-Oriented

· Strategic Problem Solver

· Strong Communication & Interpersonal Skills

· Results-Focused Leader

· Adaptable and Calm Under Pressure

Timeline

Associate | Operational Lead | Multimedia Engineer

Goldman Sachs (India) Pvt. Ltd.
05.2017 - Current

Sr. Associate | B2B Customer Support Specialist

Dell Technologies – Bengaluru
11.2015 - 04.2017

Bachelor of Engineering (Mechanical Engineering) -

Rajiv Gandhi College of Engineering

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Uday Vibhuti