Client Accounts Manager
GRIP TECHNOLOGIES PVT. LTD
Total years of experience :10 years, 5 months
2013 - PRESENT GRIP TECHNOLOGIES PVT. LTD. LINKING ROAD, MUMBAI
Client Accounts Manager
Key Responsibilities
• Taking complete ownership of the respective customer accounts and maintaining customer
relationships.
• Managing the transition phase of transferring the functional, technical and procedural
knowledge to the support team.
• Conduct reviews with customer on agreed time frame, engaging customers and liaising with
Technical and Development Team in case of major issues.
• Work with the Development Team to ensure any major incidents are managed
professionally.
• Reviewing operational incidents & service requests and timely closure of support tickets and providing updates to customers.
• Explaining the root cause analysis to the customer.
• Effectively manage the service level agreements with the customers by ensuring delivery of quality service.
• Mitigating customer escalations with determination, ensuring the software usage is maintained at optimum levels.
• Ensuring new features implementation, Conduct Trainings & Feedback Calls.
• To ensure Client Retention and to ensure all systems and processes are in place for effective
service delivery for the respective customer accounts. Recommend service and process
improvements.
• Maintain, review and update the documentation of Knowledgebase, and Work Instructions
etc.
2011 - 2012 LIME RECRUIT AGENCY ENGLAND, UNITED KINGDOM
Team Member (hospitality)
This is a recruitment agency located at Leamington Spa in England, U.K.
• While studying MBA, I worked part-time with this agency and gained a lot of experience in the field of hospitality and management.
• Served at Aston-Villa Football Club (AVFC) kiosks as a team member and various exotic
locations in many parts of U.K.
2008 - 2011 3 GLOBAL SERVICES MALAD, MUMBAI.
Customer Relations Advisor
This organization is a B.P.O. sector with over 10, 000 employees providing customer services for clients from the U.K and Northern Ireland
• Troubleshooting and handling all queries related to bills, mobile phones and Mobile broadband for prepaid as well as pay monthly customers for U.K and Ireland.
• As a mentor was responsible for training and development of newly joined employees to impart knowledge and floor supervision.
• Gained excellent skills in first hand resolution to clients and efficiently managed complex
queries thereby reducing the average handling time of a call.
2007 - 2008 WIPRO BPO POWAI, MUMBAI.
Technical Associate
This organization is a B.P.O. sector providing customer support to customers from the U.S.
• Hardware and Software troubleshooting of Dell computers specialized in Dimension and
Inspiron Desktops for U.S. Customers, also gained experience in upselling computer
components such as memory cards, hard drives and flash drives.
• As an outbound specialist was responsible for dealing with queries and giving solutions to high end customers.
2004 - 2007 THEMIS LABORATORIES (NOW INVENTIA) THANE, INDIA.
Junior Production Chemist.
This organization is a pharmaceutical company producing and marketing various types of extended
release tablets and capsules
• Role - Shift supervision and co-ordination, handling of various equipment's such as Coating
Pan, Fluid bed dryers, Sifters,
• Achievements - Maintaining and preparation of Validation Documentation of various
equipment's for Audit purposes during my tenure.
General Management