Territory Manager
NCR corporation
Total years of experience :11 years, 6 Months
Managed customer service department
* Lead C level commercial engagement with strategic customers to up-sell on NCR services
offering
* Managed alliances with ecosystem partners along with NCR leadership to optimize market
engagement and ensure NCR's services value proposition is well known and established
* Established cost effective outsourcing initiatives with key partners, such as cisco, to create
new revenue streams and a joint Go To Market strategy on services delivery
* Directed NCR's portfolio acquisitions of new technologies by designing systematic resources
development processes to ensure departments readiness to fulfill on all field requirements
with highest customer satisfaction standards
* Managed a profitable, service excellence focused 12+ million dollars P&L
* Lead field service delivery. Day to day responsibilities & managed escalations, billing issues,
inventory and expenses
* Maintained the existing maintenance base and set the commercial strategy for pursuing
additional contracts, ancillary sales and other revenue-producing opportunities
* Monitored SLA performance against target through root-cause analysis and preventive
measures for repeated escalations, implemented corrective actions to optimize service
delivery/efficiency and improve customer satisfaction
* Created a rewarding motivating environment that promotes effective collaboration and
positive employee relations with emphasis on resources empowerment through delegation
* Managed hiring activities which included headcount approval, job posting, interviewing,
selection, and on-boarding activities
* Set team/individuals development plans and KPIs, executed quarterly/annual performance
reviews
Senior Storage and Network Specialist
Managed Implementation and support activities of the EMC Storage Systems and Cisco
solutions.
* Acted as technical advisor through a close collaboration with the sales teams
* Lead pre-sales and customer facing consultancy activities(expansion plans, upgrades…)
* Ensured delivery of contractual obligations, including monitoring SLAs and metrics.
* Defined, developed, and implemented quality assurance practices and procedures
* Established standards and best practices as guidelines for the technical department
* Provided project management plans to ensure timely deliveries on commitments
* Offered support on all escalated technical problems by ensuring effective and rapid
response to major incidents.
Managed installation and support activities of Automated Teller Machines (ATMs), Cash
Deposit Machines (CDMs), Retail Machines, workstations and peripherals, printers, and
front-end POS systems for 20 banks and their branches in UAE.
* Performed site staging of equipment as assigned and assisted in site preparation for
equipment installation.
* Responded to all customer concerns
* Owned customer escalations until resolution while ensuring parameters of the agreed
upon Service Level Agreement (SLA) are met