CUSTOMER SERVICE MANAGER
LANDMARK GROUP
Total years of experience :20 years, 7 Months
CUSTOMER SERVICE MANAGER - RETAIL & TELECOM, 12 YEARS OF EXPERIENCE IN CUSTOMER SERVICE OPERATION AND SERVICE DELIVERY MANAGEMENT
I am currently working for LANDMARK GROUP
A GLOBAL LEADER IN RETAIL INDUSTRIES
CUSTOMER SERVICE MANAGER - HOMECENTRE-QATAR.
Working as CUSTOMER SERVICE MANAGER - QATAR
Managing Pre & Post sale Customer Service & Operation for complete territory
(3 HOMECENTRE Furniture Showroom & Warehouse)
Managing CALL CENTER OPERATION, CUSTOMER ORDER DELIVERY & LOGISTIC.
Leading Projects Complaint optimization and Delivery Enhancement.
Reporting to Head of Service Co-ordination Centre, Customer Service Manager, Global process Owner & Service Delivery Manager
SPECIALIST - IS Business Delivery Support
Worked as DEPUTY TEAM LEADER & PROJECT LEAD - Customer Service Operations & Project Management.
Reporting to Head of Service Co-ordination Centre, Customer Service Manager, Global process Owner & Service Delivery Manager.
Making India IS focus desk a world wide team to support Orange IS customers.
Handling Major Customer Accounts and Projects. Covering almost 80% of Fortune 500 companies.
Notable Accomplishments:
Customer Service Support & Service Delivery Management:
Leading team of 14 agents, handling 220 countries worldwide supporting IT Management
End to End management of the Incident & Problem Management.
Responsible for the alignment of IT services to meet and where possible exceed the expectations of the business and its external clients, encourage and develop a first class service delivery culture within the IT group.
I use my ITIL v3 qualifications to develop ITIL best Initiating service improvement plans (SIP), interpreting technical issues and relaying business impact to the business owners. Develop and mentor Service Desk staff, planning and managing resources effectively.
Write SLA, OLA and RFS documentation for new and existing services. Initiate service review meetings with business owners and external clients and third parties.
Establishing new, develop, and monitor existing relationships with suppliers, external service providers and third parties in order to improve the services delivered to the business and it customers whilst driving down cost.
Handling Escalated Calls. Preparation of MIS.
To ensure problems are rectified within the given TAT. Or else escalating cases.
Giving feedback to team in relation to performance.
Handling customer Queries, Complaints and Request in relation
In case of complains ensuring that the problems are rectified within the given TAT.