Seeking new opportunity
Abu Dhabi
مجموع سنوات الخبرة :12 years, 11 أشهر
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• Manage customer assure & delivery escalations while working with internal stakeholders to maintain a high level of customer satisfaction.
• Upselling of Bandwidth & New Service for the existing accounts.
• Work with Account Management to clear all aged debt & credit amounts pending for individual accounts.
• Lead Service Review Calls Monthly/Quarterly with the Customer.
• Discuss Service Performance Reports.
• Drive service improvement plans (SIPs) aiming to improve NPS scores.
• Better Customer Escalation management.
• Improving Customer Satisfaction (NPS Score).
• Improving Aged Debit & Credit performances.
• Driving Service Improvement Plans to enhance service quality & stability.
• Primary a customer facing role but would also need to engage with Internal Stakeholders as well as Thirty Party suppliers or OLO, Vendors from time to time.
• Support customers by directing them towards Vodafone’s support model and any associated systems/processes.
• Manage BAU customer queries whilst driving improvements to achieve continual improvement.
• Own and maintain service support documentation any customer information used across the business.
• Own and deliver service improvement initiatives to ensure ongoing contractual alignment and support customer account development.
• Ownership and production of a variety of account specific internal and customer reports.
• Evidence of being a self-starter and ability to work under pressure.
• Ability to prioritize workload and work effectively.
• Confident and articulate communicator, with experience of dealing with internal customers and external customers.
• Oversee order delivery where required.
• Facilitate calls with support team during transition/transformation.
• Input into the financial health of the account.
• Provide support to the wider Strategic Service Management and Account Management Team as required to meet customer expectations and deadlines.
• Implementing, testing and troubleshooting the projects in live environment and installing network devices.
• Working with projects across different public cloud providers (Amazon Web Services, Microsoft Azure, and Google Cloud Platform) with a total of 22projects in total
• Act as customer’s strategic support consultant
• Drive effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents.
• Formulate continual improvement strategies to optimize customer’s perceptions of service and support.
• Review and evaluate incident records to ensure handling of incident and severity level determination
• Identify and plan for and manage resource needs within the project.
• Maintain close contact and communication channels with the Incident Management SME to ensure high-quality service requirements are met.
• Work with Delivery Services Manager to ensure seamless and consistent delivery of sales and service solutions.
• Analyse process metrics to identify and recommend improvements, improve productivity and increase client satisfaction
• Project-manage high-profile critical technical and political issues both within the customer’s organization and throughout the internal escalation chain.
• Assist the Service Delivery Manager to resolve issues and needs of the client
• Follow up on incident records that do not meet quality standards to prevent recurrence
• Determine if root cause analysis is required and initiate Problem Management
• Inform decision makers regarding selection and support of process improvements/management and establishment of standards and performance metrics
• Analyse the data collected for process improvement efforts and to validate best practices
• Develop and share operational best practices, processes, and procedures to improve the customer operations.
• Build consistent relationships with key Operations and support decision makers within customer base and advice on the future direction of post-sales support relationship.
• Project-manage customer facing projects and internal advanced service improvements.
• Be an established “go to” person and the main point of contact for the customer and internal operational issues.
• Coordinate and deliver customer Quarterly Business Reviews, as well as any coinciding preparation and follow-ups.
• Conduct internal and customer-facing knowledge transfer sessions on tools processes, procedures.
● Key Premium Account Management -
○ Bharat Forge Ltd,
○ Worldwide Oil Field Machine,
○ Mahle Engine Components, etc.
● Creating campaigns to promote new products, awareness program to inform whole of our product range,
● Email Marketing: manage subscriber lists, build email campaigns, and review campaign reports
● Lead generation via the internet, emails, cold calls and from the current customer base.
● Maintaining customer relationship by arranging courtesy visits of engineers, quarterly or half-yearly calibration, calling new customer for performance of the product etc.,
● Inquiry handling
● MIS Reports-
○ Dealer reports
○ Customer buying pattern
○ Monthly order follow-up
○ Customer Satisfaction report
○ Order booking, invoicing monthly reports
○ Payments follow-up
• Interacting with the client for requirement gathering, system study & analysis, and scope finalization.
• Making URS with the meeting with the customer and making internal requirement sheet for making techno-commercial offers.
• Implementation & knowledge of various products of Ganesh Computers.
• Handling various technical aspects like project documentation, new product development & integration, in-house and on-site product trials.
• Handling KEY Accounts of Ganesh Computers
• Assisting clients to work out effective and efficient approaches for a new system.
• Maintaining good relationship & better understanding with the customer to bring in more sales.
• Conducting product presentations and product training sessions at customer end.
• Co-ordination and timely escalations with various teams at all levels as well as the customer for meeting the target deadlines of the project for faster revenue realization.
• Offering service and troubleshooting support to the clients
I have secured the first Rank in my MBA college for all semesters and the Batch of 2010-2011 I have worked with Idea Cellular the biggest telecom company during the summer internship
I was one of the top 5 students in the class.
The final year project was sponsored by Service Matters. The project was a robotic arm.