Sugudev Naidu Email & Phone Number

Malaysia

Oversee the customer servicing department, ensuring efficient operation, high-quality service delivery, and customer satisfaction.Handling escalated customer inquiries or complaints, analyzing customer feedback to identify areas for improvement, and collaborating with other departments to enhance the overall customer experience.Provide leadership and guidance to the customer service team, including training, coaching and and performance management.Set performance targets for the customer service team, including training and monitor performance against the targets, providing regular feedback and support needed.Continuously review and improve customer services processes and procedures to enhance efficiency and effectiveness.Monitor the quality of customer interactions and provide feedback and coaching to ensure consistent services delivery.analyze customer feedback, complaints and service metrics to identify trends and areas to improvement.Work closely with other departments, such as sales, marketing, and operations, to ensure a seamless customer experience across all touchpoints.Develop and deliver training programs for customer service representative to enhance their skill and knowledge.Prepare regular reports on customer service performance, including key metrics, trends, and areas for improvement.Manage the customer service department budget, including forecasting and cost control measures.Ensure compliance with relevant regulations and company policies, especially regarding data protection and customer privacy.Regularly review and evaluate existing content in the knowledge base to ensure accuracy, relevance and quality. This includes articles, guides, FAQ's, tutorials, and any other resources available to users, Ensure that information is current and up to date to provide users with accurate guidance and assistance.

Cyberjaya, Selangor, Malaysia

Build and maintain trusted relationship with assigned Tier1 / banking clients to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position Infobip against competitors)Serve as a focal point for client when it comes to meeting client’s business and technical expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product Teams). Coordinate different teams in order to best serve the customer.Understand client’s structure and processes around choosing / implementing new solutions.Meet and exceed quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin % and cross - sells as the most important metrics)Work closely with overall customer management team for existing and future SaaS business.In cooperation with CPaaS registrations, ensure client’s account is properly set - up / collaborate with Platform Operations team to arrange setup which enables client’s activities based on the agreed business scope (account creation and set up, route management, sender registration, allowed content filtration setup and maintenance.In cooperation with Revenue Assurance, monitor and take necessary actions to minimize health risks (actively involve ensuring financial collections and netting)Analyze and forecast client’s traffic, take immediate reactions to ensure ongoing business growth, minimize losses and maximize gross profit / revenue.Manage relationships with customers to maintain overall customer health.Leverage relationship with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities for the account executive team.Be a spokesperson for Infobip strategy with the customer – share our digital transformation vision with executives including product investments/roadmap, strategic acquisitions, and partnerships. Organize and orchestrate cross-functional resources to fulfill customer requirements.

Kuala Lumpur, Malaysia

Research, locate, define and target key business prospects.Work with customers to provide feedback to development teams for new content and products.Establish and nurture relationships that fill business pipeline with prospective partners and customers.Negotiate new partnerships and business alliances; work closely with legal experts to write contracts for new business partners.Create business development strategies; identify roadblocks and drive new business from conception through closure.

Glenmarie

ASTRO PartnershipTrack penetration and sales activities (ASTRO Performance Weekly Report)Track building deliveryMonitor and provide status reports of project performanceIdentify operational issues and areas for improvement within the organizationStructures improvement initiatives from an analysis of issues and areas for improvement and implements Management of Change (MoC) projectsWork with ASTRO on new commercial initiativesContract negotiation and execution (newly RFS'ed building) Manages change, risk, escalations, dependencies and relationships of diverse teams and stakeholdersProjects delivery within time,scope and budgetConsumer - Reseller ChannelActively recruit potential property agents who can contribute FTTH sales orderMeeting and training property agents so that they are well prepared on the product and business rules.Intervention with property developers to present the customized packages for their new development.Engagement with developer into their commercial discussion before and after the MOU us signed.Actively involved in other operations and billing related matters post agreement mainly before the vacant possession.Manage the requirement from the developers and exchange the input to internal team for development. Managing the risk for project delivery within TIME dotcom Berhad and developer that has been recognised by both parties.

Kuala Lumpur, Malaysia

Key contact person between internal and external customersWork closely with Assistant Operations Manager to improve the quality and efficient of Operations Team especially on non-technical / soft skill Provide pre- and post-sales technical assistance Responsible for all urgent/VIP related issues Provide product training for the member of the Silverstreet Sales Team Manage complaints from internal/external customer Develop strategies that are important for increasing customer satisfaction Routinely review tickets and manage the quality of support responding tickets to identify trends/chronic issues Support HOO to develop policies, procedures, and processes to ensure “Best-Practices” are implemented and followed by Operations Team Develop monthly ticket issued by Customer & Sales Team to analyze the issues raised by them respectively.Manage Ticketing System configuration.

Kuala Lumpur, Malaysia

Monitoring/tracking network, external, systems, network, and application related incidents and direct ownership for tracking the resolution of escalated incidents. Ability to communicate complex technical issues to end-users, describing event resolution and estimated time to repair. Perform routine checks and Level 1/Level 2 triage / escalation of any critical alerts, including but not limited to Networks, Infrastructure, Databases, and Applications. Ensure that the NOC is seeing all appropriate logs and alarms from equipment that are in production Work with management team to make appropriate improvements to the systems we use to improve NOC productivity, effectives, and efficiency. Design / Create / Update policies, procedures, and computer programs which enhance and manage critical business operations Maintains documentation of systems configurations and procedures. Maintains monitoring systems. Be able to work in a team environment as well as independently. Ability to follow process and procedure to resolve issues Ensures NOC notification and escalation procedures are accurately followed. Work with tier 1, 2 to help mentor and coach to increase overall knowledge base within the NOC teamStrong problem solving analytical & troubleshooting abilities Work with senior teams to designs and develops extensive scripting and other automation tasks. Analyzes complex business problems to be solved with automated systems. Manage the success of backend tasks such as database backups, reporting, and other scheduled jobs. Partners with other teams on a consistent basis in order to reduce systems and network downtime. Drives efficient resolution of all critical incidents. Effectively communicates critical network and event status and impact to Management Staff. Demonstrated ability to handle customer trouble calls and to professionally work through any issue to reach a satisfactory resolution. Participates in 24x7 support and maintenance activities.

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

Subang Jaya, Malaysia

Shah Alam

Bachelor Of Information Technology With Network Computing With Honours

Diploma In Computer Science

Degree In Information Technology