Avinash Mathias Email & Phone Number

Saskatoon, Sk, Ca

Saskatoon, Saskatchewan, Canada

• Developing and sustaining solid relationships with key clients that bring in the most income for the company.• Addressing and resolving key clients’ complaints• Acting as the main point of contact between key clients and internal teams.• Negotiating contracts with key clients and meeting established deadlines for the fulfillment of each client's long-term goals• Planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training• Analyzing client data to provide customer relationship management• Keep internal and external stakeholders posted on the progress of implemented initiatives• Develop strategies for profit maximization• Keeping accurate records pertaining to inventory and account notes.• Assist in developing company’s marketing strategy, and also ensure its execution

Mumbai, Maharashtra, India

• Manage, lead & motivate a high performing customer support, account management & relationship and retention team for US$ 13 billion JSW Group which is ranked among India's leading business houses.• Provides business leadership, expert consultation and solution generation to ensure effective operations, continuous improvement and support a positive customer experience.• Development, management and communication of process change through effective change management system.• Fostering a strong team culture, focused around customer-centricity and going above and beyond to deliver and delight customers• Developed and maintain key business partner,customer relationships• Developed a comprehensive operating program by valuating KPI’s, review team performance, Individual objectives plan successions in the team, cross functional training, encourage adoptions of latest technologies & Prepare process annual operating plan (AOP)• Identify gap in service capability & drive operational excellence projects,Initiated processes improvements to increase efficiency and effectiveness in business planning and beyond• Implement the service delivery strategy defined by the business & ensure that quality and service delivery standards are met and exceeded (Eg- CAS/C-SAT/NPS Scores)

Mumbai, Maharashtra, India

• Set up and Managed centralized customer service team for satellite financial operations for a mega broadcaster based in India.(Walt Disney India)• Achieving service delivery within the agreed client SLA and statutory requirements and supporting end to end queries to avoid impact of operations• Focus on management of SLA, quality and customer experience trouble shooter in case of issues relating to process affecting the SLAs• Lead Quality, Service & Productivity programs to lead appropriate actions, using data to drive decision• Strengthen Internal Controls around the end to end process• Leading skills in managing global teams in multiple geographies and experience of leading multi-work stream and change management projects with the ability to operate both at the strategic and, where required at detailed level.

Mumbai, Maharashtra, India

• Manage day to day operation for global customer service team at outsourcing environment for leading corn processing company in India• Involved in all functions of project execution including planning, resource management, transitions and monitoring of progress, milestones, timelines and quality • Act as a subject matter expert for the department with key internal and external stakeholders• Lead & participate on projects• Actively involved in resolving Customer escalations and prepare the Root cause analysis. Provide feedback to improve analyst’s performance and in turn increase the Quality of the Team• Utilize leading and lagging indicators, measures and initiatives to monitor team and individual performance

Mumbai, Maharashtra, India

• Manage and supervise a team of team leader with geographically aligned responsibilities for their respective regions for premier technology solutions and business services company based of India & US• Ensures processes and controls are in place to effectively and timely resolution of customer concerns via calls, emails & chat.• Review Problem Ticket Queue, Migrations/Upgrade Accounts, Client Acceptance Test Plans, Troubleshooting and Root Cause Analysis• Ensure SLA Adherence across multiple queues within the account as per Contractual commitment along with achieving parameters such CSI, FCR, and Quality• Foster an environment of learning, collaboration and continuous improvement; oversee training and development programs that develop employees’ knowledge and expertise• Provides leadership for the function, empowering them to meet their goals and drive positive change

Mumbai, Maharashtra, India

Team Leader Client- Dish Network Satellite,Bank of America• Handled a team of 12 employees and supervised daily team operation for BPO based in Mumbai, provided integrated customer care solutions through voice, inbound and outbound, web-based and back office services round the clock service to its global customers like Dish network & American Express• Provide guidance and leadership on contract interpretation and recommend changes• Led various projects and provided support to complete them• Achieving C-SAT Score, Adhering to Shrinkage , TAT on response , Team Attrition • Maintained department's score card information including staff productivity, invoice processing cost, and cost allocations etc• Set goals and targets for the employees and motivated them in achieving these targets and goals, arranged training programs for them; responsible for handling all the queries and problems of the employees• Coach and mentor employees, identify employee training, set goals and objectives and effective individual development plans, accountable for resource management, recruitment, performance management• To Conduct regular Crew Briefs and provide Process Updates to the Team.• Provide Technical advice to associates with customer’s queries regarding assignments of requests.• Achieving Sales Monthly sales target• Dispatch the Ticket to the relevant Team as per the issue of the requester• Achieve all Client and Internal Desk Quality & Productivity Parameters