Vibin Mohan

Experience

• 

  Convergys

  Mar 2007 - Mar 2009

  Senior Escalation Lead Customer Support

  - Built a high performing team and delivered the excellent customer service to customers- Involved in sales activities to upsell telecom products to customers in North America with huge targets achievable- Successfully completed a project in setting up a dedicated escalation team in a very short period- Perform as primary interface for Global Management with regards to customer escalations- Augment the evolving network technical strategies with strong commercial effectiveness Show less

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  Cable & Wireless worldwide

  May 2009 - Aug 2013

  Service Manager

  - Setting up the end to end Service and operation team- Manage and control Project Team- Planning for contract changes, key contract dates / events actions and renewals- Ensure compliance to the agreed rates and terms and conditions, and monitoring and reporting the supplier’sperformance against the service level agreements.- Work with Sourcing and Vendor Management teams to ensure network commercial strategy is aligned to bankcontrols, compliance and vendor management framework.- Apply success and outcome based criteria for the adoption of new technologies into vendor engagements and contracts. Show less

• 

  Vodafone Business

  Jan 2014 - now

  - Service Delivery, Service Design, Commercial, Vendor & Project Management with 13+ years of telecommunication industry experience in managing sales, service lifecycle, service design, customer relationship and innovation.- Providing Network Traffic Monitoring & Management, International WAN, Domestic Branch Network Optimization, Managed Video, Mobility, Mobile Device Management and Colocation Services Globally- Responsibilities include, Service Design, service delivery, technical service management, account management and operations management - Provided senior face of interface and accountability for all aspects of service assurance to customers - Setting up the end to end Service and operation team. Develop metrics and KPI’s to measure effectiveness Show less - Setting up the end to end Service and operation team- Manage and control service and operations team- Planning for contract changes, key contract dates / events actions and renewals- Ensure compliance to the agreed rates and terms and conditions, and monitoring and reporting the supplier’s performance against the service level agreements.- Work with Sourcing and Vendor Management teams to ensure network commercial strategy is aligned to controls, compliance and vendor management framework - Augment the evolving network technical strategies with strong commercial effectiveness.- Apply success and outcome based criteria for the adoption of new technologies into vendor engagements and contracts. Show less

  • Senior Customer Success Manager

    Jan 2023 - now

  • Global Service Manager

    Aug 2019 - now

  • Client Service Manager

    Jan 2014 - now