Avni Katechia Email & Phone Number

London, England, United Kingdom

London

London, United Kingdom

London, United Kingdom

• Managing pre-sales content checks (RFI/RFP) to ensure content matching the client’s requirements is provided• Attending pre-sales meeting with Sales Specialists to provide content and product expertise• Providing prospect clients with customised demonstrations to effectively explain the ease of use and functionality of products• Client on boarding and implementation recommendations based on experience, product and content expertise include attending client site meetings and training• Gathering client feedback, market trends and competitor feedback for product/data enhancement needs to increase revenue from Enterprise products and increase client contentment• Notification of product /data changes, as well as product releases to effected clients, and subsequently helping prepare for them• Offering a VIP proactive service for valued clients to support and keep them informed during service disruptions• Proving Usage Statistics to clients and colleagues with the Enterprise Department• Pro active client engagement to reduce the number of cancellations in the Enterprise Department• Training and support to other areas of the organisation, including Account Management, Enterprise colleagues and Sales• Providing timely ongoing post sales support of clients for data, functionality and technical queries, directly from the client or via Customer Support channels• Attending client service review meetings and delivering user feedback to the business

London, United Kingdom

• Relocation to Manila for 6 months, training and mentoring of Customer Support Team, building them up from no prior product/markets knowledge• Second line support of Customer Support Team specialising in DataScope Select, DataScope Equities, Thomson Reuters Tick History and DataScope Fixed Income• Acting as an escalation point for challenging client queries requiring extensive knowledge of product content or functionality• Attending ICC meetings and working to deliver regular and consistent messages on outages for clients• Providing data, functionality, PCN and DN training to Front Line Agents; ensuring knowledge is current• Encouraging colleagues to make use of tools and resources available to RIO and maintain high service • Proactively monitoring teams SR queue for “problem SRs” before they reach escalation point. Progressing SRs and escalating SRs with resolution group’s key contacts• Flexibly working outside of current division to ensure Thomson Reuters are able to provide prompt and quality answers for client queries and our products are perceived positively• Working on customer satisfaction score improvement analysis, always striving for perfection• Conference calling clients with Front Line Agents to deliver an immediate resolution for clients• Managing the busiest second line chat room where Front Line Agents are looking for swift answers for clients, as well as quality checks of tickets prior to referral to Resolver Groups

London, United Kingdom

• Viewed as Datascope, RK, RKD, MyKnowledge, Lipper, and RLMO expert in the team with an in depth knowledge of all products allowing me to be a first escalation point for colleague queries• Concise knowledge of markets which enabled me to maintain excellent customer satisfaction and high FEP statistics• Proactively providing remote support to competently resolve client issues with minimum inconvenience to users• Training and mentoring colleagues on products, troubleshooting and processes• Monitoring Business Objects for the “Customer Update” and “Tickets Referred Back” reports ensuring clients receive fast and efficient solutions• Projects where an area the team lacked knowledge were proactively worked on by me to improve knowledge via team meetings, user guides and constructive 121’s which in return reflected on the overall development of my team • Working on an international level with St Louis to improve customer satisfaction score levels• Onsite client training for specialised services of Reuters Knowledge Integration