Regional Head (Customer Success Management) - APAC, SAARC & India region for Service Provider customers of TATA Communications

Handling Global Partner Enablement for the Global Partnerships Group (GPG) within TATA Communications. Responsibilities entail program managing the on boarding of new partners across product lines and LOBs to ensure partners are made Go Live with the understanding of products, processes and systems thereby enabling ease of business.

Managing relationships with Inter Carrier Video Conferencing Partners , Resellers and Last Mile Providers from Delivery, Assurance and Billing perspective

Roles and Responsibilities: - Training & Certification planning and deployment for Channel Partners pan India.Training program planning and deployment for Channel Sales Managers pan India.Collating briefs for and releasing monthly Newsletter "Channel Vignettes" to Channel Partner community.Communicate updates and company releases to Channel Partners.Compiling of comprehensive product & services knowledge bank and releasing in form of CD - "Channel Surf" at regular intervals to partner community.Managing promos and incentive schemes designed to motivate partners and delivering rewards to the winners on timely basis.

Roles and Responsibilities: - Process induction & enhancement.Working on operational issues & enabling problem solving at systems level through interlocks with concerned functions.Organizing training Schedules for stakeholders on existing products, processes & systems.Facilitating performance report generation & presentations for monthly management reviews.

• Handling operations for the region with a view to ensure SLA agreements are met for customers in the region and on site support provided by coordinating with the Field Services / Technicians.• Also, placed at the second level of Escalation for the SCC (Service Coordination Centre) in India, thus responsible for meeting customer expectations globally along with managing the EEMEA region.• Ensuring that communication (oral / written) is put in use to the maximum in order to take up and resolve customer outages / requirements within SLA.• Supervising rosters. Analyzing team members’ capabilities and scheduling training on processes with the help of internal / external trainers.

• Independently handled the profile of Communications Executive wherein duties entailed coordinating with Internal Departments of the company on matters related to Planned Activities and Unplanned Outages and communicating effectively to customers of the same. This profile was offered by the management as an additional responsibility in accordance with the professional approach shown towards handling of communication.• Solely managing correspondence for the Helpdesk and interacting via mail with Corporate Customers.• Preparing RFO and RCA reports after analysis of service outage thereby providing a strong platform for devising of permanent solutions for recurrent issues and downtimes.• Inducted individuals in the E-Mail process and created a team successfully delivering with a clear focus on goals through essential guidance and periodic performance measurements in place.• Coordinating with internal departments in order to adhere to resolution of corporate customer fault calls within pre-defined SLA and following escalation procedures in the event of SLA breach. Effectively managing the team and ensuring that proper updates are exchanged within the departments and to the customer. • Preparing Rosters and generating Overall Performance / Quality Reports to initiate Training Schedules on a regular basis. Handling escalated calls, and providing on-floor training to agents. Ensuring customer delight, by giving quick and effective response.• During the tenure at VSNL, participated in a workshop involving improvement in communication and also a workshop on management skills.

Roles and Responsibilities:Independently handled the profile of Communications Executive wherein duties entailed coordinating with Internal Departments of the company on matters related to Planned Activities and Unplanned Outages and communicating effectively to customers of the same. This profile was offered by the management as an additional responsibility in accordance with the professional approach shown towards handling of communication.Solely managing correspondence for the Helpdesk and interacting via mail with Corporate Customers.Preparing RFO and RCA reports after analysis of service outage thereby providing a strong platform for devising of permanent solutions for recurrent issues and downtimes.Inducted individuals in the E-Mail process and created a team successfully delivering with a clear focus on goals through essential guidance and periodic performance measurements in place.Coordinating with internal departments in order to adhere to resolution of corporate customer fault calls within pre-defined SLA and following escalation procedures in the event of SLA breach. Effectively managing the team and ensuring that proper updates are exchanged within the departments and to the customer. Preparing Rosters and generating Overall Performance / Quality Reports to initiate Training Schedules on a regular basis. Handling escalated calls, and providing on-floor training to agents. Ensuring customer delight, by giving quick and effective response.During the tenure at VSNL, participated in a workshop involving improvement in communication and also a workshop on management skills.