Abhay Kumar Email & Phone Number

• Acer India (Pvt.) Ltd. (11th February’2008 to Till Date)Job Responsibilities: Senior Manager – Customer Support ( Dec’15 to Till Date)Played a major role to develop partner network across West and enhance better reach and faster TAT for services of products. Training the partner and partner engineer in terms of customer handling and improved CSAT. Played major role in completing the installation of multi-location major projects of Education, Banking, Corporates with a… Show more • Acer India (Pvt.) Ltd. (11th February’2008 to Till Date)Job Responsibilities: Senior Manager – Customer Support ( Dec’15 to Till Date)Played a major role to develop partner network across West and enhance better reach and faster TAT for services of products. Training the partner and partner engineer in terms of customer handling and improved CSAT. Played major role in completing the installation of multi-location major projects of Education, Banking, Corporates with a stipulated time frame, and planned the support to meet the SLA’s. Ensured to meet the revenue target year on year. Auditing the partners in line with organization KPI, Patching the gap areas for better customer services.Improved customer satisfactory on services which helped to reduce the escalations to 0.01%. With the better support prospect, helped to improve the sales to 5 fold in the last 5 years. Handling major customers SLA , penalties & building relationship with repeat business from the key customers is a key area ASP development, reduce support cost and enhanced customer services is the key area. Co-ordination with 3rd party OEM for their product support as per SLA Show less

Mumbai Area, India

Handled Account Nationally like Bank of Maharashtra , Bank of Baroda, Axis Bank, ICICI Bank, Bank of India, HDFC Bank, Dena Bank, LIC of India, Hindustan Petroleum Corporation Limited, Bharat Petroleum Corporation Limited , Indian oil Corporation Limited, HDFC Life, SBI Life, TATA Capital, Future Generali, Bajaj Allianz, National Payment Corporation of India, Mahindra Finance & Many More for the Project Implementation, Service Support, SLA as per Account / customer satisfaction Job… Show more Handled Account Nationally like Bank of Maharashtra , Bank of Baroda, Axis Bank, ICICI Bank, Bank of India, HDFC Bank, Dena Bank, LIC of India, Hindustan Petroleum Corporation Limited, Bharat Petroleum Corporation Limited , Indian oil Corporation Limited, HDFC Life, SBI Life, TATA Capital, Future Generali, Bajaj Allianz, National Payment Corporation of India, Mahindra Finance & Many More for the Project Implementation, Service Support, SLA as per Account / customer satisfaction Job Responsibilities: Project Manager – Customer Support ( Feb’08 to July’14)Project Management: Installation Co-ordination and Mapping of ASPs for Project (West originated projects & Projects from other regions in West) Operational / Technical / MRV audits to be done in regular intervals. Scope of installation, any specific T&C and action plan there of / Technical / Customer escalation to be closed within 2 days. Review of SNR cases and written communication to customer there of (All west originated and west based) Customer / Partner. Review Major Account Management Ensuring adherence of SLA and address their issue, if any - Scope of installation, any specific T&C and action plan thereof / Relationship with Major Accounts (West).Interface with VHs - Scope of installation and sign off from VHs, Handover of documents to VHs.Third party support (West Orders) Maintain Installed data base of third party products, Co-work with purchase team for warranty deliverables.New Service Business in the Key accounts in West. Show less