Possess total experience of over nine years in -
*) Technical and Services Account Management;
*) Channel Partners and Vendor Management;
*) Executive Reviews, Operations Reviews and SLA & OLA Reviews;
*) Managing technology help desks for Level 1, Level 2 as well as Level 3 support;
*) Managing multiple large corporate accounts;
*) Interacting with the clients at all levels;
*) Consistently deliver service(s) as per agreed upon SLAs;
*) Handling team(s) of hardware, software and customer support engineers;
*) Design, develop and implement processes and technical course material;
*) Implementing stringent quality standards like Six Sigma;
*) Post software deployment services like software maintenance, hardware maintenance, customer service and
*) Solving technical queries regarding hardware & software and corporate training.
Possess real-time experience in Escalation Case Management. Have followed up and resolved escalated customer issues to the customers’ satisfaction. Have also handled very high-profile escalations for the Senior Management teams at Dell, Yodlee and at Aspect Software.
Possess the ability to lead and motivate a service-oriented team in a fast-paced environment. I have strong interpersonal communication skills, effectiveness and ability to be a part of the team to achieve success, influence and reach resolution with colleagues and leaders.
Have strong listening, communication and interpersonal skills. Truly believe in the saying – “Stress reveals your True Identity – The Creative You" and also believe in "Participative leadership." Willing to learn from peers, subordinates and superiors and accept the change for betterment.
Specialties
Technical and Services Account Management - Channel Partner and Vendor Identification, Recruitment, Management & Reviews - Relationship Management and Reviews - Escalations Management - Operations and SLA Management and periodic Reviews - Process Improvements - Operations Management - Performance Improvement - Problem Management - Change Management - Project Management - Staff Management & Leadership - Staff Development/Retention - Team Building/Staff Recruiting.
