Suresh Kumar Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.Maintained professional, organized, and safe environment for employees and patrons.Cross-trained existing employees to maximize team agility and performance.Onboarded new employees with training and new hire documentation.Accomplished multiple tasks within established timeframes.Developed and implemented business strategies to achieve business goals and stay competitive.Managed and motivated employees to be productive and engaged in work.Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.Leveraged data and analytics to make informed decisions and drive business improvements.Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Bengaluru, Karnataka

Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.Managed schedules, accepted time off requests and found coverage for short shifts.Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.Coached team members in techniques necessary to complete job tasks.Mentored and guided employees to foster proper completion of assigned duties.Established open and professional relationships with team members to achieve quick resolutions for various issues.Built strong relationships with customers through positive attitude and attentive response.Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.Supervised team members to confirm compliance with set procedures and quality requirements.Worked with team to identify areas of improvement and devised solutions based on findings.Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.

Bengaluru Area, India

Provided primary customer support to internal and external customers.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Evaluated account and service histories to identify trends, using data to mitigate future issues.Answered product and service questions, suggesting other offerings to attract potential customers.Answered constant flow of customer calls with minimal wait times.Created user accounts and assigned permissions.

Bengaluru Area, India

Worked within task management system to receive, manage and close support requests.Identified trends in client requests and helped management get ahead of ongoing problems.Partnered with internal teams to coordinate solutions.Crafted intelligent, professional responses to emailed and web chat customer questions.Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Provided primary customer support to internal and external customers.Answered constant flow of customer calls with minimal wait times.Recognized escalation needs and connected customers with advanced support staff.

Bengaluru Area, India

Provided primary customer support to internal and external customers.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Answered product and service questions, suggesting other offerings to attract potential customers.Educated customers about billing, payment processing and support policies and procedures.Responded to customer requests, offering excellent support and tailored recommendations to address needs.Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.Followed-through on all critical inter-departmental escalations to increase customer retention rates.Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.Delivered prompt service to prioritize customer needs.Exhibited high energy and professionalism when dealing with clients and staff.Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.Responded proactively and positively to rapid change.

Bengaluru

Develop, identify and secure all relevant direct sales opportunities.Make cold calls to new and existing customers to explore business opportunities.Set up appointments with customers for demonstrations and provide information of representative who will provide demonstrations.Relay successful leads and appointment data to concerned sales representatives.Make follow up calls to customers who have shown interest during initial contact.Handle inbound calls and provide callers with product information.Emphasize on product features and benefit.Manage pre-calling planning activities such as call opening, relay of product information and call closing.Anticipate questions that may be asked during phone calls and prepare for them by employing effective answering techniques.Performing Lead Generation activities.Email Campaigns, following up on the responses.Generating leads for AMC renewals and other opportunities with existing customers.Managing CRM Entries, Data filling (Sales Force Portal).Supported APAC Marketing Manager for conducting marketing activity.Supported APAC Marketing webinar and onsite events related to product launch.Coordinated and managed CCTT (Certified Cabling Test Technician) Training Program for 2014.Managed stalls at Interop Event in Delhi and Bicsi Events in Bangalore 2014 & 2015.Business Travel To Malaysia for APAC All Hands.

Bengaluru Area, India

Handling all Networking and Personal Computing Solution along with other products like Cisco, FortiGate, Cyberoam, Sonic wall, Juniper, Trend micro, Symantec, MacAfee antivirus renewals and fresh requirements of all the SBU’S of Frontier.Generating new leads for AMC renewals and other opportunities with existing customers and non-existing customers. Requesting for the pricing from the channel partners, sending quotes to the clients and following up for PO’s, placing the orders with the partners and taking up the task till closure.Managing CRM Entries, Data filling.SLA Preparations as per the Order, Updating the funnel details. Updating Daily Call register and sending the monthly and weekly reports.

Bengaluru

To provide end-to-end support management for all Webinars & Webcasts.Ensure that the performance and availability of all the applications support exceeds customer and user requirements.Provide capacity planning information, controlling the growth and scope of the selected number of production services.To work with Vendors aligned with Strategic Needs, Marketplace, and Business.Renegotiate Contracts and repaired relationships.Productive Partnership with Vendors.Keep internal clients and stakeholders up-to date on Vendor Management.Created Process to ensure continuous improvement by working closely with the vendors.Successfully managed the team, that included Operational responsibilities such as allocating and monitoring work on different queues and also effective resource management, which lead to meeting the team target.Productivity Monitoring and Improvement.Service Level Management.Instrumental in cascading updates and procedural changes appropriately to team members.Authored the process guidelines.Responsible for constant maintenance, improvement and update of the KB application.Actively involved in Goal Settings of the Team and Evaluating their Performance.Identifying opportunities for cross-selling and up-selling of services.Customized event solutions for clients based on their requirements.Uses knowledge of competitive solutions to effectively address and dispel customer objections to Cisco WebEx solutions.Qualifies sales opportunities in the terms of customer technical requirements, competition and decision making process.Represent Pre-Sales & Services in Leadership Meetings.Traveled within different cities of India for handling customer events.