Experience

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  Dell

  May 2005 - Feb 2011

  Key Account Manager handling end to end issues of Large Enterprise and Public Customers from the Australian and New Zealand region.Act as the single point of contact right from point of sale by liaising with various departments to provide support as per customer requirementProviding proactive support as and when applicable as they are key customers and sensitive accounts.Analyze and resolve most commonly occurring issues with the client thereby reducing contacts and increase satisfaction.Having regular conference calls with internal stakeholders and clients to provide updates and build customer confidence.Manage incidents - day to day mail arrival pattern from clients and routed to account managers to take necessary action and update client on progress of the incident.Mentoring new agents by providing them customer management trackers and necessary inputs for resolution.Provide daily reports and analysis to the business on the internal metrics.Networking with other internal departments to bring best value solutionsAdvising and implementing strategies towards re-engineering process and increase productivity and achieve business targets.Managing team activities in terms of shift scheduling, training new hires on topics of expertise. Show less Customer Issue Management Expert handling Customer Escalations, which includes escalations that are, addressed to Board of Directors, SMT's, VP's, Press and Legal for UK and Irish regions.Conduct a thorough Root Cause Analysis of the Executive Escalations and identify problem areas and offering solutions for the floor.Manage conference calls with 3 sites - Bangalore, Delhi and Sutherland on a weekly basis based on the RCA and improve process thereby reducing Executive Escalations.Providing feedback and conducting trainings to reduce escalations coming in for the same.Piloted the launch of Total Solutions In Escalations Team at Dell.Having regular conference calls with Out Source Partners working together to reduce escalations.To train new hires and help them understand the nuances of their roles.Maintaining company related customer satisfaction, cost related metrics.To perform other managerial and technical roles as per company requirements.Creating various projects to bring more revenue and reduce OPEX.To handle and motivate, mentor tenure agents towards achieving company goals. Show less handling Inspiron LOB (Early Life Support & Home Computing Initiative) related calls and providing first time resolution for technical queriesHave shouldered additional responsibility by assisting the Team Manager in analyzing the Root Cause Analysis (RCA) for CE on a daily basis.Attending regular training sessions based on technology as well as leadership and managerial qualities and Handling customer escalations for the team.Important Trainings & Initiatives Completed.ITIL V3 Foundation.Aware of BMC Remedy and Serena TeamtrackSARM2000,ISO20000,Lean Methodology Internal CertificationLeadership Essence & Business Accumen.Assertive Skills & Time ManagementAnalytics Mentorship ProgramSix Sigma Training.Bridge Report.SQL and Excel knowledgeUnderwent Training and Coaching on Cisco Networking Tools (CCNA training).Proficient with windows 98, 2000, XP and Microsoft Office Tools. Also have hands on experience on the same. Show less

  • Key Account Manager

    Nov 2009 - Feb 2011

  • Key Accounts Manager

    May 2005 - Feb 2011

  • Customer Relations Management

    Mar 2007 - Nov 2009

  • Sr. Technical Support Associate

    May 2005 - Mar 2007
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  Ibm india private limited

  Feb 2011 - Jun 2018

  Transition of accounts, Management of client infrastructure changes as per ITIL,Client relationship building,Reporting, Process Improvement & Defect Prevention, Process OwnerChange & Problem Manager for a client account managing all IT infrastructure and network changes in conformance with ITIL standards.Maintain high level of client interaction and responsible for the results of the KPIs.Monitor the changes in the environment so that there is minimum disruption to the business.Work with the various technical and account teams to maintain transparency and open lines of communication.Interact and co-operate with affected teams to get the changes completed within specific deadlinesResponsible for audit conformance, quality standards and reporting for the client as well as within IBMResponsible for training of teams on ITIL and change management proceduresTransition of the client process with documentation work to IBM environmentHands on experience with Remedy, TeamTrack and IBM Impact tools managing tickets in the queue and reports. Show less

  • Delivery Operations Manager

    Feb 2016 - Jun 2018

  • Problem & Change Manager

    Feb 2011 - Jan 2016

  • Account Focal/ Problem & Change Manager - Team Lead

    Feb 2011 - Jan 2016
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  Cgi

  Jun 2018 - now

  Manager consulting