As a Sales Account Manager i focus on New Account Acquisitions & Nurture existing Accounts. Be a Problem Solver for my clients; Act as a bridge between Clients & OEMs and facilitate smooth Digital Transformation Journeys.Achieve Quarterly / Yearly Sales Targets by way of Cross Selling / Up Selling Products, Services & Solutions. Position Managed Services, Cybersecurity Solutions, Sell Proprietary Software, Bid in RFPs for competent solutions; generate new opportunities / cater to existing requirements. Work closely with BDMs & Presales to help offer compelling solutions. Work more closely with Finance & Collections to ensure on time billing and healthy Account Receivables.

As a Service Delivery Manager I was responsible to setup the Modern Workplace Support (Microsoft 365 & Google Workspace) Delivery Center in India catering to Global customers. As a process owner I would govern all areas of this Delivery Center and would work closely with Sales & Presales team both locally and Internationally for GTM Strategy and create Business Offerings.

Manage O365 Implementation project (46K Users) for one of Noventiq's prestigious clients in New Delhi, a well-known public sector bank. Key Highlights of the Role:• Streamline Project Activities during COVID-19 2nd Wave and completed project within reasonable timeframes• Onboarded the Operations Team to handover the Infrastructure Support & Maintenance

Manage multiple Consulting / Sustenance projects related to Microsoft Technologies for Microsoft Business Unit (MSBU). As part of MSBU I would work closely with Sales & Pre-Sales Team to review RFPs, evaluate customer proposals, renew existing contracts and provide Delivery Assurance. During my tenure in Wipro Technologies i lead various projects for BFSI & Private Sector Organizations for Microsoft Office 365. Key Highlights of the Role:• Act as Technical Account Manager for MSBU’s Magic Support Team• Successful renewal of Magic Support contract for SBICAPS Securities for 1-year valuing INR 4L+• Successful Extension of O365 Sustenance contract for Aditya Birla Group for a quarter valuing INR 9L+• Successful Extension of Exchange 2010 Sustenance contract for SBI Capital Markets for two quarters valuing approx. INR 4L • Delivered MS TEAMS training for 2k+ users for HDFC BankClients Include: ICICI Bank, HDFC Bank, State Bank of India, SBI Caps Securities & Aditya Birla Group

Manage a High Performing Delivery team comprising of Technical Consultants, Escalation Engineers & Technical Leads; Responsible for overall performance on client KPIs & Accountable for Revenue generation coming out of the Delivery Team; Technical Management of Incidents, manage Client & Customer Escalations and working directly with customers in the management of technical and business impacting issues; Management & Client reporting for trend analysis to understand areas of opportunity & improvement; Recruit and train exceptional employees to fulfill posted positions within Operations; Staff Motivation, Performance appraisal of team members and counseling for performance and capability building in conformance with G & O’s & Driving technology and people management initiatives for the business.Key Highlights of the Role:• Led teams across various time zones and customer base such as US, EMEA & APAC• Frequent attendee of Client Focused Group Discussion on Microsoft Services & Support• Act as back up Team Manager for Peers in their absence ensuring team performance• Led Site Level Monthly KPI review calls with Microsoft Technical Advisors & SDMs• Team Appreciation on being People’s Manager• Operational SPOC for multiple account level projects & Initiatives listed belowProject 1: O365 Ramp Up: Operations SPOC for hiring & talent transformationProject 2: Skill Gap Analysis: Operations SPOC for an exhaustive Triage Delivery project across multiple LOBsProject 3: Product Expert Development Program (PEDP): Operations SPOC for co-ordination with Training Manager in implementing the projectProject 4: TL/T2 Glide path: Operational SPOC for identifying existing skills & upskilling Tech Leads & Escalation EngineersProject 5: Operational SPOC for Site Transition from Belapur CBD to Airoli Mindspace

Full time training delivery (Technical & Soft Skills) for Microsoft Office 365 Exchange Online; Workout training plans, schedule trainings & logistics; Provide periodic retraining, refresher training and updates & Conduct training assessment & evaluation to release trainees for operations.Key Highlights of the Role:• Trained 100+ FTEs across Mumbai & Delhi location• Training Methodology being appreciated by trainees & management

This role was 80% Technical & 20% People Management. I was responsible for a team of 15-20 FTE of which 8-10 Support Engineers were directly aligned to me for technical supervision. Driving CPE Scores with focus on faster solution delivery was another aspect of this role. Daily reviews of cases to ensure cases are on track and early intervention to provide faster resolution; Use TCG, V.A.R.F. to identify technical competency issues in the team and address the same in the form of Case Bashing, Lab Assignments and Technical Triages; Identify technical outliers, conduct performance reviews in liaison with Team Manager and initiate coaching plan for the same; Identify and track issues/queries/cases for daily call with Microsoft Technical Advisors; Drive Bridge calls by liaising between the Microsoft Technical Advisors and the Mission Control Team managing the Datacenters in Outage scenarios & Conducting effective Managerial & Technical Recoveries with customers to help enhance the Customer Partner Experience.Key Highlights of the Role:• Mentored & Coached Engineers to get promoted to Technical Leads• Converted a Non-Performing Team to Performing Team within 2 months • Frequent attendee of Client Focused Group discussions on Microsoft Services & Support• Led Process Engineering initiatives to address process gaps between cross vendor teams• Got awarded multiple times for Best performance on KPIs• Deputed to New Delhi site as part of Process Transition & Technical Team Building

I took a career break to equip myself with technical knowledge and rejoined Wipro back in Microsoft Account. As a Technical Support Engineer I took care of technical incidents and service requests related to Exchange Online. Predominantly, interaction was with English speaking customers across US, LATAM EMEA & APAC. Key Highlights of the Role:• Won the award for Top Performer in Training• Created Solution Documents for unique issues to add to the knowledge base• Got appreciation emails from clients for exceptional Technical Support• Created Office 365 Job Aid following LEAN principles as part of Process Improvement• Got awarded multiple times for Best performance on KPIs

This was my first professional job where I was part of Wipro BPOs Healthcare Account. Primary responsibility was to take inbound calls for a U.S. based health insurance company – United Health Group and assist US Healthcare Providers resolving queries related to the policyholder’s eligibility, insurance benefits and providing resolution to complex claims adjustments. Predominantly, interaction was with doctors, nurses and authorized medical personnel's. Key Highlights of the Role:• Floor Walking to provide SME assistance to new recruits• Frequent attendee of Client Focused Group discussions• Key Member of UHC Provider Services Pilot Team for the State of Wisconsin• Got appreciation emails from clients for exceptional customer service• Got awarded multiple times for Best performance on KPIs