Responsible for develops Healthy Customer Relationship with Rackspace Customers using AWSand ideally Azure or Google Cloud Platform• Responsible for collaborating with customer and internal support teams in a Managed servicesenvironment.• Collaborate with and manage diverse cross functional teams for successful customer outcomes.• Identify opportunities within your account base to increase the Rackspace footprint.• Closing in contract and out of contracts renewal Quota.• Establish rapport to pinpoint customer preferences and adapt accordingly.• Mitigate Churn by offering different cloud solutions to customer depending upon nature of request.• Conducting NPS discussion with customers to ensure about their Satisfaction level with Rackspaceservices.• Coordinated with the Sales and Product Departments in providing report analysis of trends in customerbehavior and user experience every three months.• Manage Account Pipelines and responsible for converting win/back opportunities.• Book of Business handled by me as CSM – approx. 2.5 M USD

Partnering with clients on strategic initiatives, ensuring sales growth and SKU range improvement. Negotiating contracts with client and ensuring best in class service and commercial agreements with the clients. Manage Vendors – Field Delivery Partners, Renewals Partners, System Integrator, Channel Partners, OEMs, Service Partners & Agents to build pipeline • Engage, support, and assist the Account leadership in collating best practices and drive operational consistency • Accelerate strategy execution, particularly around prioritized Regions and strategic solution • Individually contribute and add value to complex account & business development needs, including global account planning, go-to-market research & strategy, pursuit/sales support, pitch development, among others • Understand the strategic communication and stakeholder engagement requirements to progress the account plan agenda and work with global teams to respond and deploy

Expanded relationships with customers by continuously interacting with them on Operational Standards Support Research requests from members with Subscription of Global Gartner Website Products in a timely manner • Shared the detailed insights on expected outages with Team Manager and troubleshoots reported by clients • Planned, designed & implemented email outreaches for max conversion & client engagement by analyzing digital footprints of customers • Driving new business through key accounts and establishing strategic partnerships for territory development in North America Region to increase revenue • Act as a single point of contact for the account team and play an integral role in driving the account management excellence • Provide administrative and project management support in establishing the performance reviews and provide insights on key metrics through dashboardsManaging E-mail marketing and organizing various campaigns to promote Technical Events in 2020 using tools like Eloqua and 3PCSS • Developing strong market knowledge of existing and potential clients and ensuring business growth opportunities aligned to company’s strategic plans • Creating and implementing promotional and marketing strategies to accelerate the sales of virtual events; writing and developing supporting marketing materials and presenting recommendations to internal committee Played a key role in capturing value statements from clients by conducting one-o-one surveys in collaboration with Seat Holders in process execution • Proactively, developed an intrinsic understanding of a tool and leveraged it in extracting monthly utilization report & creating Queues & views which helped in regulating the traffic of the team • Consolidated client strategic priorities and services to prepare deck for the renewal calls and preparing outside in Analysis to evaluate the status of client activeness in Gartner membership

Assistant Manager (Client Services) Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level Provide the team with a vision of the project objectives Focus the team on the tasks at hand or the internal and external customer requirements Managing and leading a team Down Stream Port Folio for the Client “Shell”, Whose function sits under the NIIT Client Services team umbrella. The team is currently deployed in supporting requests from Clients with Subscription of different Trainings products Mapping Client Requirements and coordinating, developing and implementing processes in line with guidelines. Forecasting for the trainings required by client depends on different Role advised  Preparing reports as per SLA with a view to appraise management of the process operations and assist in critical decision- making process. Assessing the customer feedback, evaluating areas of improvement & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices. Ensure Compliance and drive quality. Run Trainee assessments to determine readiness of new hires. Carry out refresher and awareness sessions for team. Being a part of regular calls with Clients. Responsible for Assigning different Role Matrix at different Level

 Assists clients with benefit enrolments and provides education as needed. Taking care of different DC Compliance activities like 5500, 8955 processing. Taking care of different client calls related to various processing issues and challenges.  Taking care of RMD calculation and different research work using OMNI tool. Responsible for maintaining eligibility audits. Responsible for performing review and audits works for all financial transaction processing. Assist employees with insurance carrier claim issues. Responsible for connecting with clients over the calls related to various compliance issues. Maintain working relationship with carrier contact to investigate discrepancies and provide information in non-routine situations. Coordinates appropriate with client for various compliance processing issues related to financial documentation. Provide client customer service to continually assure that benefit plans are being administered to the client’s satisfaction. Audits communication materials for clients as requested by manager. Also work on client’s data on quarterly process to rectify in corrected data and remove unwanted data. Taking care of testing part for various special projects.

• Responsible to process Financial documents Type for DC domain e.g. Hardship withdrawal, Hardship loan, Power of attorney, Rollover, Early loan payoff etc and HW domain documents.• Used to work on different application like Citrix (Imagine), Virtual Desktop, Lotus Notes 6.52, TBA etc.• Monitor the ongoing quality of processing, troubleshoot problems and identify ways to improve the efficiency of processing.• Responsible for discussing various processing issues with client on client connects.• Reporting and sharing various data with client team on weekly basis.• Responsible for inventory distribution with in team.• Analyzing client policies and procedures and creation of client specific requirement documentation & SOPs• Identifying and analyzing error trend for the client and providing valuable inputs for the process enhancement and fine tuning of process documentation.• Training and monitoring the performance of new hires to ensure efficiency and meeting of individual & group targets.• Conducting meeting/training for setting up objectives and designing or streamlining processes to ensure smooth functioning of process operations.• Conducting refresher trainings for the existing associates and conducting assessments for the process• Providing assistance to the client in new transitioning of the new process. Setting up of the application as per client requirement.• Processing documents within SLA and 100% accuracy.