Sumesh Menon Email & Phone Number

Mumbai, Mh, In

Mumbai Area, India

@ Global Cloud Xchange: Designed and initiated ‘Customer Advocacy Team’ model for rich customer experience and enhanced responses to a pool of customers. An increase of 4% from 88% to 92% was achieved in the first quarter in terms of Customer Experience. It also merited a mention in the Gartner’s Report (not magic quadrant) in terms of upping the service quotient given by the CS Team. Lead member in centralising all core activities at the Global Service Center for all the global customers. This task was envisaged for better control mechanism and change management. It also ensured greater quality of work. Giving a significant cost impact to Operation cost. Managed a team of 11 Managers, with core responsibility being achievement of Customer Satisfaction, SLA Management & Escalation Management. Essayed a key role in Technology & Business Management Communication during the life of Major Incidents and Customer Operations. Pivotal in ensuring that the quality of information in High Severity Incident records is accurate to support other Service Management processes. Instrumental in managing escalations with Global Suppliers & Vendors for all SLA breach & customer escalations. Efficiently led and managed Service Improvement Plans for customers in the SA domain; successfully participated in Monthly Customer Service Reviews. Contributed significantly in strategizing coordination between Global entities for reducing repeat incidents, first time correct resolution and quality communication to customers.  Lead – Global Security Operations Center – Critical & Key Customers for incidents, changes & upgrades.

Mumbai Area, India

Mumbai Area, India

I was handling broadband services, corporate wireless group, blackberry services, audio &video conferencing services, digital services & ISP services for PAN - India & International for certain processes and was responsible for strategizing, developing & implementing strategy for operational management and development, managing & reviewing processes according to organizational & client expectations, ensuring fulfilment of operational requirements, negotiating support requirements, coordinating with marketing team for launching of new product, implementing process, ensuring efficiency and achieving revenue.

Mumbai, Maharashtra

In this capacity I was accountable for billing & complaints, meeting corporate clients, evaluating & monitoring calls, implementing internal training modules for new & existing recruits, conducting training, generating & maintaining customer monitoring & management system, resolving issues, handling escalated calls, SPOC for all sales issues and conducting appraisal of team members.

Data Management. Sales Support.

Bachelor Of Commerce (B.Com.), Iapm

Post Graduate, Finance

Master Of Business Administration (Mba), Finance And Financial Management Services

Bachelor'S Degree