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

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 &.

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.

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.
• 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