Customer Sevice Manager
Sabre
Total years of experience :30 years, 8 Months
• Support Partner- Responsible for the overall service for one of the major Airlines in UAE.
• Responsible for Service Delivery.
• Project Management.
• Monitoring overall performance of services.
• Monthly and Quarterly Review Performance.
• Customer Adoption.
• SLA Compliance.
• Problem and Incident Management.
• Managing Global support Operation located in multiple countries with a team size of more than 80 employees.
• Successfully created support team which grew from 5 employees to over 50.
• Responsible for Level 1 and Level 2 support team.
• Incident and Problem Management.
• Team Management.
• Product Adoption.
• Creation and execution of support process.
• Employee Recruitment, training and Performance Evaluation.
• Integrating support methodology and process of acquired companies.
• Ensuring support efficiency by incident reduction, implementing and execution of process.
• Responsible for the entire support operations and remote implementation.
• Streamlining the Support process and improve customer communications.
• Ensure high level of efficiency and productivity in support / implementation.
• Office Operation.
• Performance evaluation.
• Account retention and maintenance renewal rate of over 90 %.
• Define SLA’s (Service Level Agreement) with internal and external customers and ensured that service was delivered based on SLA’s.
• Maintain excellent customer relation with high revenue accounts.
• Initiate the process of creating extensive documentation on FAQ’s and Case Studies.
• Creating training methodologies for new recruits and knowledge base (KB) data bank
• Project management and implementation of Strategic accounts.
• Creating Business Process Document (BPR) and implementation checklist to suit business requirements of Small and Medium companies (SMB segment).
• Review of Project Plan, effort estimation, Gap analysis, staff utilization.
• Ensure profitable implementation of projects.
• Overseeing the Regional office in Delhi and Bangalore.
• Built the support infrastructure in Bangalore Unit of Vedika Software.
• Training support team and streamlining support operations in Singapore office.
• Recognized as Best Performer for three consecutive years.
• Implemented software in many Corporate Companies such as Hindustan Lever Limited, Underwriters Lab, Mafoi, Philips Software, Novell and many other reputed companies.
• Successfully completed joint projects with WIPRO on Payroll and HR application.
• Created many dealer network in South India and direct accounts such as ITW Signote India Ltd, Novell Software Development India Ltd, T.I. Cycles, IFB Industries, VOLVO, Rallies India Ltd, Kirloskar Copeland Ltd and many more.
• Error Simulation and co-ordination with R&D labs to ensure rectification of bugs.
• Course on Novell Netware 4.1 Administration from Institute of Network Technology • Successfully Completed the Microsoft Approved Course on Microsoft SQL Server 7 Overview.
BCom
• B.Com from Delhi University. (1992)