• Build and maintain strong, trust-based relationships with key decision-makers at client companies.• Act as a single point of contact for all account-related needs and inquiries.• Actively listen to client needs, understand their business objectives, and identify potential solution opportunities.• Manage client expectations and proactively communicate project progress, milestones, and potential challenges.• Negotiate contracts and proposals to ensure mutually beneficial agreements.• Collaborate with internal teams (development, design, QA) to ensure projects are delivered on time and within budget.• Monitor project progress, identify and address risks, and implement corrective actions as needed.• Conduct regular client meetings to ensure alignment and satisfaction.• Identify and develop upsell and cross-sell opportunities within existing client accounts.• Collaborate with the sales team to develop and execute client retention strategies.• Excellent communication, presentation, and negotiation skills.• Strong analytical and problem-solving abilities.• Time management and organizational skills.• Proficiency in project management tools and CRMs.• Understanding of software development lifecycle and methodologies.• Passion for technology and the ability to translate technical concepts into layman's terms.

• I worked closely with different departments within the company to understand their specific IT needs and challenges. • Based on my analysis, I designed and implemented IT solutions that addressed the identified needs. This could involve selecting and configuring hardware and software, developing custom applications, or integrating existing systems.• I was often responsible for providing technical support to users. This involved troubleshooting hardware and software problems, answering questions about using technology, and training users on new systems.• I was responsible for maintaining and upgrading IT systems on a regular basis. This involved installing software updates, performing backups, and monitoring system performance.• The IT field is constantly evolving, so I needed to stay up-to-date on the latest technologies and trends. This involved attending industry events, reading trade publications, and taking professional development courses.• I may have been responsible for ensuring that IT systems were secure and compliant with relevant laws and regulations. This may have involved developing security policies, conducting security audits, and responding to security incidents.Client Name - Amgen Company Info -NTT DATA Services is a recognized leader in IT and business services including cloud, data and applications. A division of NTT DATA headquartered in Texas, the company leverages consulting and deep industry expertise to help clients accelerate and sustain value throughout their digital journeys.NTT DATA – a part of NTT Group – is a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, digital & IT modernization and managed services in over 50 countries.

• Managed customer service and technical support of 50 FTE along with 2 Team leaders and SMEs.• Managed operations and service delivery for voice and chat process for US and UK client.• Responsible for Productivity Reporting, monitoring the performance of Teams. • Maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.• Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increase productivity.• Managing Team Leads, Subject Matter Experts & Solution Engineers and work towards Process Excellence.• Managed attrition by EWS and RAG analysis. • Coordinating with IT on matters pertaining to Remote Tools, Telephone IDs, and Activation for any specific tool.

• Enhanced support team efficiency by 25% through targeted training programs focused on mastering software intricacies and troubleshooting techniques.• Developed and implemented a comprehensive onboarding process, reducing the ramp-up time for new support hires and ensuring faster productivity.• Led the successful rollout of training modules for new software releases, ensuring support staff are well-versed in the latest features and functionalities.• Responsible for the contribution to the smooth running of a business, leading a team in a positive manner.• Managing shrinkage and real-time staffing.• Arranging & chairing daily/weekly team meetings, focusing on targets & achievements.• Preparing daily workloads for staff & coordinating the daily allocation of work.• Motivating the team to achieve high standard and KPI targets.• Planning of driving resolution and customer satisfaction on high priority.• Monitoring and training up juniors and new staff.

• Led initiatives resulting in a 25% improvement in first-contact resolution rates, enhancing customer satisfaction and loyalty.• Developed and implemented advanced training programs, reducing onboarding time for new support agents and improving overall team performance.• Received accolades for consistently exceeding customer service benchmarks and contributing to a positive brand reputation.

• Customer-Centric Approach• Innovation in Support• Proactive Problem Solving• Cross-Functional Collaboration• Data-Driven Insights