Scope of Position:-Customer ManagementOver 11 years of experience in Customer Management skills adept in building customer relationships.People Management:Handle project management responsibilities including request logging, time-to-completionestimation, prioritization, workload balancing among analysts, quality controlMentoring of assigned engineers and provide them constructive feedback by identifying training and development needsOrganizing business planning… Show more Scope of Position:-Customer ManagementOver 11 years of experience in Customer Management skills adept in building customer relationships.People Management:Handle project management responsibilities including request logging, time-to-completionestimation, prioritization, workload balancing among analysts, quality controlMentoring of assigned engineers and provide them constructive feedback by identifying training and development needsOrganizing business planning meetings and participating in the recruiting, training and development.Recruit and develop staff to achieve objective of the group, under the guidance of managersIdentify opportunities for continual improvement in the internal processes.Good rapport with the Sales and Sales Operation teams within IBM across geo's.Operation Management:Constantly being abreast about new products, versions, compatibility, bugs and generated licenses correctly based on all the factorsCo-ordinate with sales team from EMEA, APAC and USA for effective license delivery based on customer requirement.Close co-ordination with onsite consultants, sales and maintenance renewal team and technical support engineers to ensure smooth and effective functioning of customer licenses. Maintain and manage accuracy of clients license data.Coordinate interdepartmental and inter-departmental works. Business Management: Prepare weekly team report for the management.Constant follow-up on SLA’s PMR back logs ,targets, incoming loads and customer satisfaction.Conduct root cause analysis for D-Sat cases.Record and analyze team and individual performance.Conduct mentoring and training for new recruitment's.Act as a bridge between the management and the employees in my team.Prepare dash boards, metrics for the client review meeting held with the top management on a Weekly/Monthly/Quarterly basis.Active participant of the client satisfaction team. Show less

ICICI OneSource, now better known as FirstSource is India's fifth-largest BPO provider. Provides offshore BPO services to some of the world’s Fortune 500 and FTSE 100 companies primarily in the Banking and Financial Services, Telecommunications and Media and Healthcare industries. Scope of Position:• Escalation Handling.• Subject Matter Expert (SME) for client process in India • Roster and Shift management• Involved in beta testing of all new products release and… Show more ICICI OneSource, now better known as FirstSource is India's fifth-largest BPO provider. Provides offshore BPO services to some of the world’s Fortune 500 and FTSE 100 companies primarily in the Banking and Financial Services, Telecommunications and Media and Healthcare industries. Scope of Position:• Escalation Handling.• Subject Matter Expert (SME) for client process in India • Roster and Shift management• Involved in beta testing of all new products release and ensuring implantation of the same. Highlights:• Proactively interacted with the subscriber base in UK and solved all queries as well as completed set up of new policies for new subscribers related to Insurance for E-Sure.• A consistent performer for Reality, CCRT, AT&T and E-sure.Contribution to Team:• Constantly assisted my manager to train new recruits on license tools and products. • Proactively assisted all team members related to any queries, doubts, procedures concerning licensing.• Shared updates on products, bugs, solution for licensing issues from Development teams, Technical support, testing teams to team members.• Assisted in Shift scheduling and holiday support scheduling. • Team Representative for In-house contests/sports events etc. Show less

Scope of Position:• Involved in event management/promotions at Wings/Phase1/DNA. • Worked part-time as a Sales Executive in Shoppers Stop & Times of India. • Actively coordinated the events for Phase1 & Wings.