Sumit Shukla

Experience

• 

  CSC India

  Jun 2006 - May 2007

  Microsoft Exchange Administrator

  Responsibilities: Handled UK's National Grid AccountTroubleshooting issues related to mail flow and Disaster Recovery.Creation of mailboxes, distribution lists and groups using Active Directory.Migration of mailboxes from Exchange 5.5 to Exchange 2003.Troubleshooting issues related to Outlook 97.

• 

  Xalted Information System Pvt. Ltd

  Apr 2008 - Jun 2008

  Internship

  • MNP : Need ,Concepts, Benefits & different models of MNP • MNP Implementation : Technical options• Impacts Of Number Portability on Competition, Churn, Tariff, ARPU

• 

  Tata Communications

  Jun 2009 - now

  • Rolled out the 1st Customer Success Management function by playing a key role in go-to-market strategy & execution. Program managed the initiative of deploying the CSM role globally covering India, APAC, Americas & Europe. • CSM Head for Int'l Digital Enterprise Customer Segment - Responsible for revenue growth & NPS for the assigned set of accounts • Driving and delivering a world class customer experience model by the conceptualization and deployment of our Customer Experience Strategy across the spectrum of Tata Communications' business - this is in close collaboration with relevant stakeholders and senior management across functions, teams and geographies.• End-to end planning, management and execution of large strategic projects. Show less Delivered a world class customer experience model by the conceptualization and deployment of our Customer Experience Strategy across the spectrum of Tata Communications' business - this was in close collaboration with relevant stakeholders and senior management across functions, teams and geographies.• Customer journey mapping & identification of moments of truth, customer delight & pain points.• Continuous analysis of VOC available through multiple channels and identification of key opportunities for improving the customer experience across the customer journey.• Analysis & evaluation of existing customer impacting processes from customer’s lens and work for further improvement.• Liaison with relevant stakeholders and strategize & prepare action plan for these identified areas of improvement.• Collaboratively work with CFT for execution of these action plans/initiatives.• Partnered with digital/IT team for automation to improve the efficiency & experience. • Measure the outcome of each initiative in terms of internal metrics & customer feedback.Strategized, developed & executed multiple programs including but not limited to the following key projects/Initiatives: Service Assurance Transformation ProjectClient Partner Model (Matrix Structure)Win-Loss AnalysisService Segmentation & DifferentiationVoice of Customer Platform & Customer Portal Show less Main responsibility is to ensure that TATA Communications is the most preferred communication partner by building strong Relationship with key accounts & taking measures to ensure retention, work towards maintaining operational Stability and improve operational efficiency by driving the internal teams towards customer centricity. To understand the customer requirements and ensure proper delivery of the required service with the help of SD teamIdentification of gaps in the internal processes and providing solution to remove the sameTo manage the performance of contracted services to clients and ensure that the agreed Service Levels are metDevising strategies and liaison with other technology functions to ensure high availability and CSATMonthly reviews with clients and Operations to discuss past performance and initiate Service Improvement PlansReview & analyze MIS reports on a regular basis & act proactively to reduce escalationsAttending customer meetings and working on customer requirement & customer Engagement plan.Analysis and recommendation of team's performance by CSAT survey study, SFDC audit.Internal coordination with operations & other functions within Tata Communications to expedite & resolve customer's complaints.SLA/Performance tracking. Monitoring all dockets opened. Preparing performance report. Tracking repeat complaints. Identify SPOF and work on reducing them and do the network optimization for improved MTTR.Single point of contact for large priority customers for all customer service issues, pertaining post implementation. Increase the revenue by up and/or cross selling. Show less

  • Deputy General Manager

    Jul 2018 - now

  • Customer Experience Manager (Strategy & Marketing)

    Jun 2015 - now

  • ITIL certified Enterprise Service Manager

    Jun 2009 - May 2015
• 

  Tata Communications Ltd

  Dec 2009 - May 2010

  Special Project

  Business Development/Pre sales (Managed Voice) As a part of the Market sizing of IT/ITeS customers in MumbaiConducted Market survey and analysisMapped potential customers and identified the traffic and revenue patternMapped product and generated lead of more than 50 lac mins/monthVisited clients and/or made presentationsCompetitor Analysis and market scanningInterfaced with other internal groups (within the organization) while responding to client requests.Performed product demonstrations and supported targeted sales opportunitiesAssisted in reply of RFPs for various managed voice solutions Show less