Extensive experience in the IT and ITES B2B sector as a Senior Customer Experience Manager. In this role, I oversee end-to-end service level management for a portfolio generating over $600 million in revenue. I provide valuable insights to sales, presales, and executive leadership, working across diverse services including Mainframe, Infrastructure, Managed Services, Open Systems, Cybersecurity, and Cloud. My company holds partnerships with AWS, Azure, GCP, and private cloud providers, facilitating robust, customized solutionsStrategic Service Level Management: I meticulously manage the service levels of a diverse portfolio, ensuring customers' expectations are met, and service quality is consistently exceptional. This approach has significantly contributed to the growth of a $600 million+ revenue stream.Broad Service Spectrum: My expertise spans across various services, including Mainframe, Infrastructure, Managed Services, Open Systems, Cybersecurity, and Cloud. I understand the unique challenges and opportunities within each service area and tailor solutions accordingly. Cloud Partnerships: Collaborating closely with AWS, Azure, GCP, and private cloud providers, I've ensured that our customers have access to the latest cloud solutions and services. These partnerships have allowed us to deliver cutting-edge solutions tailored to our clients' needs.Client-Centric Solutions: I prioritize client satisfaction, and my focus on customized solutions ensures that we remain adaptable and responsive to clients' evolving demands. Data-Driven Insights: I leverage data to provide critical insights to sales, presales, and executive leadership, helping them make informed decisions. These insights have played a pivotal role in shaping strategies and driving revenue growth.

My role involves overseeing and providing solutions throughout the complete customer lifecycle, SOW design, process design, pre-sales support, and working closely with cross-functional teams to ensure a seamless customer experience.Key Contributions and Responsibilities:End-to-End Customer Lifecycle Management: Spearheaded the complete customer journey, from initial engagement through to post-sales support. Ensured exceptional customer experiences at every touchpoint, enhancing customer retention and satisfaction.SOW Design and Process Optimization: Designed Statements of Work (SOWs) that aligned with customer needs and operational efficiency. Streamlined and optimized processes to improve service delivery and customer outcomes.Pre-Sales Collaboration: Worked closely with pre-sales teams to craft compelling proposals, drawing on in-depth product and industry knowledge to tailor solutions that meet and exceed customer expectations.Cross-Functional Teamwork: Collaborated seamlessly with product development, pre-sales, sales, delivery, and operations teams to drive customer-focused solutions. My ability to bridge these areas contributed to the successful delivery of complex projects.Diverse Product Portfolio: Managed a diverse portfolio, including complete B2B Telecom services, IoT, and Cloud products. Adapted to the evolving telecom landscape, providing innovative solutions that met the specific demands of each market segment.Customer-Centric Innovation: Proactively identified customer pain points and opportunities for improvement, guiding product development and strategy to enhance our offerings and stay ahead in the market.RFP and Bid Management: As a crucial component of winning projects, I've actively managed RFP and Bid processes, ensuring that we submit competitive proposals and win valuable contracts

Onsite project - Location Saudi Arabia for one of the TCTS account (Mobily)Pre-Sales Excellence: Led pre-sales efforts to drive revenue growth, collaborating with cross-functional teams to understand clients' requirements and tailor telecom solutions. Developed compelling proposals and strategies, resulting in successful project acquisitions.Technical Delivery Mastery: Ensured seamless delivery of telecom solutions, overseeing technical teams, and managing project lifecycles. My focus on quality and efficiency led to the successful implementation of large-scale ICT projects.Vendor Management: Cultivated strong relationships with technology partners and vendors to secure competitive pricing, technical support, and innovative solutions. Effectively negotiated contracts and managed vendor relationships to achieve cost efficiencies.Bid Management: Orchestrated the bid process from start to finish, consistently delivering winning proposals for large and complex projects. My contributions have directly impacted the company's revenue and market presence.Project Management: Spearheaded large and complex ICT projects from initiation to completion, maintaining tight control over timelines, budgets, and deliverables. My track record includes on-time and on-budget project completions. Client Satisfaction: Prioritized client satisfaction through close collaboration and transparent communication. The ability to navigate complex telecom projects and provide tailored solutions has resulted in long-lasting client relationships.Innovation and Adaptation: Stayed at the forefront of the ever-evolving telecom industry, identifying emerging technologies and trends to propose innovative solutions for clients' unique challenges.

Managed ISP Provider Partnerships: Spearheaded relationships with ISP providers worldwide, ensuring seamless B2B and Wholesale service delivery. Collaborated with cross-functional teams to optimize network connectivity and meet the unique needs of each partner.Technical Support Leadership: Oversaw a high-performing team, providing guidance and support to resolve complex technical issues, implement network upgrades, and deliver outstanding customer service. We achieved a record of consistent client satisfaction and issue resolution.Global Reach: Worked on a global scale, addressing the technical support needs of Enterprise and Wholesale clients across various geographic regions, understanding and adapting to diverse telecommunications markets.Performance Metrics: Successfully met and exceeded key performance indicators, ensuring network reliability and quality of service, which contributed to revenue growth and customer retention.Strong Collaborator: Collaborated with Sales and Product Development teams to align technical strategies with business objectives, enabling us to offer cutting-edge solutions and remain competitive in the market.Recognitions: Recognized for my commitment to technical excellence, customer satisfaction, and team leadership with awards and accolades during my tenure.

Off-role employee to Tata Communications Ltd.Moved from the payroll of Prompt Personnel to FaxWorks

Off-role employee to Tata Communications Ltd.As a dedicated Telecom B2B Technical Support professional, I've had the privilege of contributing my skills and expertise to ensure seamless communication solutions for business clients. Here's a snapshot of my key accomplishments during my tenure atCustomer Relationship Management: Built strong, lasting relationships with a diverse portfolio of B2B clients, delivering top-notch customer service and understanding their unique needs. By actively listening to their concerns and proactively addressing challenges, I ensured their satisfaction and fostered loyalty.Technical Troubleshooting: Provided expert technical support to business clients, resolving complex issues related to services like, ILL, IPLC, NPLC, VPN, VOIP, etc services. My problem-solving skills and deep knowledge of telecom technologies allowed me to diagnose and resolve issues swiftly, minimizing downtime for our clients.Service Improvement Initiatives: Collaborated with cross-functional teams to identify areas for service improvement. I played a pivotal role in the implementation of new processes and tools that streamlined technical support, resulting in reduced response times and increased client satisfaction.Performance Metrics: Consistently met and exceeded key performance indicators, such as high first-call resolution rates, low customer churn, and high customer satisfaction scores. My commitment to delivering exceptional support directly contributed to the success of our customer service team.Product Knowledge: Maintained a deep understanding of our telecom products and services, enabling me to educate clients on how to maximize the value of their solutions. I also provided valuable feedback to our product development teams based on client needs and pain points.Professional Development: Actively persuaded training in telecom technologies to stay current with industry trends and emerging best practices.