Arvind Kumar Email & Phone Number

Mumbai Area, India

1) Managing all India projects with a team of 60+ engineers and the project leaders2) Complete accountability and ownership for overall Performance-including contractual obligations cost – including margins, Quality and CSAT.3) Responsible for supporting sales/presales team in bid management and transition of new projects.4) Responsible for people management & People development.5) Responsible for optimized operations through right hiring & role ratios , YoY Productivity improvements through constant continuous improvement initiatives, automation and reuse of best practices and tools across projects.6) Accountable for individual project account reviews , performance report generation and driving initiatives for both reactive and proactive measures for overall service improvements.7) Successful service delivery - SLA achievement and high level of customer satisfaction. 8) Good communication around issues and opportunities – get things done, make things happen9) Service reporting and sponsoring service delivery meetings.10) Working with the client and operations teams to identify and manage service improvement activities. 11) Initiate and develop relationships with key decision-makers in target organizations for business development. Track and resolve critical issues.12) Evolve market segmentation & penetration strategies to achieve targets.13) Build and sustain healthy relations with clients to ensure repeat / referral business.

Mumbai Area, India

1) Looking after process improvement initiatives through system changes, process re alignment/ redefining, process migration & efficiency management.2) Pioneering new working procedures/communications protocol.3) Creating & implementing workflows to facilitate structured support in all areas and issues.4) Managing customer service operations for rendering and achieving quality services.5) Responsible for resolving customer complaints on performance bottlenecks.6) Providing value added customer services by attending customer queries & issues.7) Monitoring the post service activities like follow up with the customers, service reminders and handling customer grievances for superior customer service.8) Selecting and monitoring a team of associates, thereby ensuring optimum performance.9) Identifying and implementing strategies for building team effectiveness by prompting a spirit of cooperation between team members.10) Planning targets, monitoring numbers and achieving the target on daily, weekly and Monthly basis in adherence to the pre-set standards.11) Initiative of process where it is lacking.12) Ensuring that service norms as per SLA committed to the customer are met across PAN INDIA.13) Identifies causes for non-achievement of SLAs, develop solutions and execute the same.14) Reviews and analyzes performance reports against targets on a weekly/monthly basis with Team Managers and with client to investigate causes for performance deviations.15) Review performance of services across PAN INDIA with Sr. Management.16) Single point of contact for the customer irrespective of the locations for all service related to issues.17) Organize/recruit resources required for running the account smoothly.18) Allocate jobs/activities to the team at site and across PAN INDIA.

Mumbai Area, India

Ensuring that detailed SOW & SLA is made available to all stakeholders of the account. Ensuring that IMAC process is strictly adhered & accurate Inventory database is maintained for all projects. Responsible for doing analysis to proactively address gaps of meeting agreed during service levels. Ensuring that site specific Process & Procedure documents are prepared & updated regularly. Responsible for implementing action points of CSR. Responsible for maintaining updated Skill set database of all employees reporting at site (All projects). Responsible for preparing & Implementing Engineers skill enhancement. Responsible for preparing shift schedule of all engineers reporting at the site. Responsible for preparing & implementing engineers contingency plan (Backup plan). Documenting and maintaining Customers IT Hierarchy. Meeting first line IT Managers on a weekly basis to get their feedback about quality of service & new business opportunities in their domain. Service Review Meeting with IT Team on a weekly basis. Responsible for timely submission of invoices, payment collection & achieving upgrade targets. Responsible for review and replenishment of spares (Site stock). Responsible for handling technical & non-technical escalation.

Mumbai

Process Productivity Mgmt. Process Quality Mgmt. Managing the Team. Managing the Customer. Conducting C-SAT and E- SAT Reviews and suggesting on the improvement plans. Escalate delays or inability to service customer requests on time to functional escalation teams and Service Desk Manager, Project Manage and the Vendor. Knowledge sharing (Training and development of team members). Preparation of MIS Reports and analyzing the pending calls. Coordinating with all the locations for bringing down the pending average calls up to the customer expectation. Coordinating for the New Desktops Installation across India, taking timely updates and collecting the installation reports. Handling all the mails as well as phone escalations.