Naman Shukla

Experience

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  Simpa Networks

  May 2016 - Nov 2016

  QC Associate

  ➢ Post installation Audits and Services ManagementVisiting the post installation sites and inspecting the quality of work performed by our technicians, awarding them the grades based on the quality of their work orientation.➢ Customer relationship ManagementDeveloping relations with buyers for price/ terms of delivery negotiation for cost effective solar solutions; monitoring dispatch of finished goods without delay; guiding technicians, CRA and CRO’s on effective relationship management to enhance our happy customers.➢ Operations ManagementManaging service operations for rendering quality services and first line customer support by answering queries & resolving their issues and ensuring minimum TAT. Show less

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  BSL

  Jan 2017 - Jan 2019

  Business Development Executive

  Customer building by directly interacting with external and internal clients through calls & emails and understanding their requirements. Maintaining the quality of services and ensuring customer retention by quality deliverables

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  SHL

  Feb 2019 - Jun 2022

  Client Services Manager

  ➢ Manage, Maintain and deepen Key client relationships, ensure highest level of customer satisfaction. (NPS, CSAT, CES)➢ Understand and service client's requirements and prepare operational executional Plan.➢ Create Dashboards and Delivery Plan for large and complex projects.➢ Maintain proper communication and coordination with internal teams and clients to manage accounts.➢ Conducting knowledge transfer training sessions, preparing process documents, SOPs on various tools and processes to team associates and backend/content team.➢ Prepare weekly/fortnightly/monthly MIS for client and internal stakeholders.➢ Continuous Process Improvement and preparing and upgrading SOPs for multiple client engagements.➢ Assisting the clients with various post assessment report diagnostics and analysis.➢ Champion Products and lead trainings for key clients globally and assist them in understanding the functionality of SHL tools and platform.➢ Successfully lead and serviced govt. projects like TEQIP/NPIU/SPIU under MHRD (world bank initiative) and presented them with national employability stastistics.➢ Looking after the credentialing/pool process of SHL and providing the corporates with candidates having right skill sets for their profiles. Show less

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  AVASO Technology Solutions

  Jul 2022 - Aug 2024

  Associate Global Service Delivery Manager

  ➢ Representing AVASO in front of strategic customers and manage entire portfolio for assigned customer where critical role lies to maintain healthy relationship with customers, govern operational and contractual aspects for assigned strategic global and/or regional account(s).➢ Oversee the execution of the assigned account(s)’ Scopes of Work (SOW).➢ Ensuring operational service level agreements (SLAs) are met and delivered against customer contract, in facilitating continual service.➢ Process improvement to meet client satisfaction and business objectives and maintaining internal P&L objectives.➢ Maintain responsibility of the client relationship, governance, including monthly and quarterlybusiness reviews, demand management, Customer Billing as per assigned model, includingclient escalations and contractual SLAs, CSATs, obligation management as well as accountgrowth, P&L and receivables recovery.➢ Coordinate with finance on cost approvals, billing back-up data, and receivable tracking.➢ Catering to the new business requirements by creating statement of works.➢ Support engagement teams to Cross-sell, Up-sell, Contract Reshaping – growing existing and new business opportunities. Show less

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  HCLTech

  Aug 2024 - now

  Service Program Manager

  • Conduct service management review in collaboration with key client stakeholders to ensure services and performance are aligned with the Customer’s business plans• Overall relationship management with the Customer• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the Customer contract.• Manage Customer enablement duties such as customer portal overview, training, access requests and ongoing Customer needs.• Manage service level assessments, reporting and conduct analysis on the trends and patterns through SLA reporting.• Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.• Collaborate with Service Assurance team, Service Delivery team and the Customer to seek areas for process enhancements, streamlining and driving improved performance collectively.• Identify ongoing benefits, opportunities, and innovation for continual service improvement.• Acts as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes. • Align stakeholders and functional groups to identify complex business and challenges face by the Customer, improving Customer satisfaction, resolving Customer escalations, and overall service performance.• Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and executives in the prioritization an\d resolution of escalations, as appropriate.• Establish consistent executive meetings, governance forums and cadences.• Establish periodic status meetings with the Customer to discuss status of contractual relationship.• Lead monthly/quarterly governance forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently Show less