Country Operations Manager
IYCON FZ LLC
Total years of experience :20 years, 10 Months
A transformational technology solutions company catering to businesses and governments, by delivering high quality strategic execution services, through world class technology tools, expertise, best practice methodologies and continued quality support
Designation Chronologyu**
• February 2011 - Present, Country Operations Manager
• October 2010 - June 2011, Project Assistant
• November 2008 - October 2010, Business Support Executive
• July 2006 - October 2008, Sales Coordinator
Responsibilities as Country Operations Manageru**
Operations Management
• Implementing operational strategies aimed at enhancing customer satisfaction by rendering qualitative service delivery.
• Interacting with customers for collating and understanding requirements for providing customized solutions.
• Optimizing resource utilization and implementing various process improvement initiatives aimed at enhancing operational efficiency.
• Collaborating with principals (QPR, M-files, CANEA) and UAE government customers pertaining to product or service delivery, interacting with the implementation and service team in maintaining delivery schedules.
Presales and Project Management
• Managing presales activities encompassing time and effort estimation, drafting proposals and identifying project scope in the UAE government sector.
• Enhancing project profitability by maintaining project SLA parameters. Interacting with clients at onsite for obtaining sign-off.
• Interacting with various support teams in effectively resolving project related issues. Updating project progress to the senior management by providing detailed project reports and analysis.
Finance and Accounts Management
• Managing finance and administrative aspects across assigned projects for maintaining organizational bottom lines.
• Enhancing revenue by renewing annual maintenance contracts and upgrading to latest release.
Miscellaneous Activities
• Guiding partners and resellers in effectively conducting pre-sales activities and managing technical development.
• Defining processes, systems and templates maintaining seamless operations.
• Maintaining updated documentation related to operational and statutory requirements.
Responsibilities as Project Manager for a limited contract at Roads and Transport Authorityu**
Project Management
• Catered to various phases of project life cycle aligned to project SLA parameters and other related factors.
• Collaborated with various support teams in effectively resolving project related issues or risks aimed at seamless implementation of projects.
• Interacted with clients and designated project managers for obtaining project sign-off.
• Liaised with customers for collating and understanding requirements for aligning with project deliverables.
• Effectively utilized project resources and streamlined processes for enhancing project profitability.
Miscellaneous Activities
• Followed up with concerned authorities for approving and disbursing payment to suppliers, subcontractors and consultants pertaining to various stages across the project.
• Enhanced client satisfaction by rendering qualitative service delivery.
• Communicated client feedback and relevant data to other business units.
Responsibilities as Business Support Executiveu**
• Managed inbound and outbound sales calls for identifying and developing new business opportunities.
• Aligned pricing structure to market dynamics and maintained updated database of financials aimed at enhancing revenue generation.
• Interacted with existing clients and prospects for effectively resolving queries related to products, services and other related factors including secure renewals and upgrades.
• Collaborated with support teams in catering to new sales, renewals and services across assigned territory.
• Resolved administrative aspects for maintaining seamless business operations.
• Drafted and presented responses to tenders (RFQ, RFI and RFP) and other project plans.
• Liaised with the implementation team in collating business requirements for designing proof of concepts, presentations, online demos and meetings.
• Prepared and presented customer invoices for payments. Designed offers, reports and statistics.
• Organized referral campaign and prepared write-up on newsletter content & framework.
• Groomed and mentored team members in accomplishing assigned business targets.
• Utilized e-CRM application (Office Clip), data management tools, management tool (QPR) and project management tool (Easy projects) aimed at optimizing sales, marketing and customer loyalty.
Responsibilities as Sales Coordinatoru**
• Built and maintained productive business relationship with existing clients and prospects for identifying and developing new business opportunities.
• Resolved customer queries pertaining to products, services and other related factors.
• Managed administrative activities related to various assignments.
• Collaborated with the implementation team in collating business requirements for designing proof of concepts, presentations, online demos, meetings.
• Maintained updated records of various sales documents and other business transactions.
• Evaluated team performance and organized training sessions for team members.
An Indian multinational telecommunications services company headquartered in New Delhi, India. It operates in 20 countries across South Asia, Africa, and the Channel Islands
Responsibilitiesu**
• Responsible for overall management of Customer Relationship activities.
• Enhanced client satisfaction by understanding and effectively resolving issues within defined SLA parameters.
• Responsible for managing key customers and building long-term relationships generating business for the company.
• Single Point of First level escalation contact (SPOC) to ensure periodic, proactive interactions to prevent problems and escalations.
• Ensuring end-to-end service delivery for corporates and meeting turn-around-time (TAT) and SLA requirements.
• Ensuring timely processing of all complaints and requests received from AES, ME, corporate accounts and resolving RMs within high-priority specified SLAs.
• Organized product training for new recruits and peers on ECRM (Oracle) and Kenan (Billing) system and other related products.
• Acquainted team members and other cross functional teams on latest updates related to product development and releases.
• Generated awareness on various schemes, tariffs, value added service along with package and plan details to clients aimed at enhancing business generation.
• Collaborated with internal teams in resolving client issues and maintaining seamless operations.
• Managed the VAS helpdesk involved in resolving customer queries and issues related to special value added services like GPRS, MMS etc.
Professional Development Trainings • Customer Relations Management Tool (CRM): Office Clip2000 • Process & Performance Management tool: Quality Process Results (QPR) • Certified User with M-Files – Enterprise Content Management & Document Management System • Project Management tool: Easy Projects (EP) • Balanced Scorecard Forum with Dr Norton & Kaplan • Leadership Challenge with Graham Moore • Helping Successful Leaders Get Even Better with Dr. Marshall Goldsmith • Leadership & Service Magic-Lessons from Disney U with Doug Lipp • The One Day MBA with Brian Tracy
