Experience

Honda Australia Motor Vehicles

• Australia
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Technical Support Analyst

  • Jun 2021 - Present

  • Ensure all technical strategies and activities are aligned with corporate goals by combining technical proficiency with strong business acumen and operational understanding. • Work and coordinating with the Project Team, Deloitte development team, Managed Service team, Governance team for approvals, identifying defects, bugs, change requests, UAT’s PVT’s and deployment of fixes. • Triage tickets on Jira, create new tickets supporting the end user with technical issues. • Assign service and query tickets across the Organization’s Stream Managers and Stake holders based on priority and criticality. • Monitor the Jira dashboard on a daily, coordinate with the assigned owners for status on resolution against the SLA’s. • Active participation in DSD (service desk) meetings, FRESNEL meetings with the stake holders, Process owners, and Managed service team for, status and resolutions impacting the business continuity. Drive daily standup meetings within the team discussing open tickets. • Test CRM functions (UAT) in sales force and dealer landing page (CXP).Support and identify defects in design of the CRM, bugs, or request for change. • Supporting Honda’s internal Staffs and Honda Business Partner with issues that arises on sales force dealer landing page. • Support SAP and Sales force which includes technical issues, User id and Password reset request and error fixes. • Provide basic training to Honda Center users on the CRM portal for contract generation, test drive agreement, delivery agreements and digital signatures, Conga document errors. Settlements and Pricing, Government charges are correct. Document and simplify technical jargons for end users. • Updating Confluence with Knowledge base articles, user guides, manage the calendar, update information based on situations scenarios and fixes. Check with the latest updates on the project improvements, comments on tickets. Show less



Momentum Energy

• Australia
• Utilities
• 200 - 300 Employee

• Account Manager Collection

  • May 2017 - Jul 2019

  ● Manage accounts for SME and residential accounts for debt collection with a key focus on customer experience (NPS) and key KPI’s. ● Maintain ledgers for collection in coordination with the Finance department. ● Recover Bad debts for existing and canceled accounts ● Case managing Hard ship customer and overdue customers older than 90 days ● Reconcile customer’s accounts ● Negotiate with the customer and receive payments through card payments, initiate payment arrangements, and final settlements ● Collaborate across the departments ensuring high delivery towards customer experience. ● Collaborating with the retention team and the sales team for new generation of accounts Show less



Dunn and bradstreet

• Melbourne, Australia

• Account Manager Collections

  • Apr 2016 - May 2017

  Settlement Officer (Client-ANZ Bank) • Managing the lending relationship post loan approval for ANZ direct members and third party. • Processing loans documentations, settlement and post approval variations • Validating details to ensure the production of accurate complete documentation, such as transfer of property, title searches and contract of sale • Instructing outsourced partners for mortgage loans • Coordinating settlement and facilitating loan funding • Verifying remittance and payment allocation. • Adhered to quality & compliance; regularly recognized as having excellent communication skills as per Call Quality assessmentt Show less



Maiestatiis Consulting

• India
• Human Resources Services
• 1 - 100 Employee

• Senior Client Services Manager

  • Aug 2008 - Mar 2015

  Maiestatiis Consulting LLP (Company) Managing Business Outsourcing and Projects for IT and ITE Solutions; working with a team of technical account managers IT project Managers. Drive, collaborate and co-ordinate with Key Clients Stake Holders which Include ITC InfoTech, HCL, Sonata Software Ltd, Theorem Net, ITC group of Hotels. And contact center like 24/7, MetLife insurance, and Serco India. Key Achievements: ● End-to-end collaboration on agreed benchmarks with clients and companies ● Managing a Team of 20+ Key account Mangers, Project Managers and IT service desk Engineers ● Ensuring Policies and regulation are regularly updated as per client requirements ● Regular Monitoring of campaign performance, Coordination between Internal Stake holders ,vendor and clients and regular interception on Status for various client ● Establish databases for systematic tracking. Enter into contractual agreement as per the service level agreement ● Identifying new opportunities for business growth. Constantly gathering market intelligence on competitive activities & develop / recommend strategies to meet their challenge. Show less



Suntrack Solutions

• Bangaon Area, India

• Senior Manager

  • Jan 2005 - Aug 2008

  Managing a team of sales Executive and Product sales support team, ensuring elite client services for renewal energy product. Demonstrations of Product Performance to key clients like government agencies and Large Educational Institutes. Managing client issues and escalation to ensure customer satisfaction. Acquiring large Contracts for Renewable Energy in Rural and remote areas where electricity and Heating is a scarcity. Procure annual contracts bids with large organization and consumer division. Maintain billing records and service records for tax return and rebates from the government .issue rebate certificate for renewal energy discounts from the government. Key Achievements: ● Set appointments with potential clients through cold call and demonstrate product specification ● Dispatch service technicians for installation of products and track end to end on compliance and customer service. ● Installation of lighting solution on high rise buildings and landscape in coordination’s with building engineers, through government Projects approved. ● Installation of Irrigation Equipment’s that run on solar energy like water pumps, sprinklers Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Manager

  • Apr 2003 - Jan 2005

  Managing a team 25+ Highly Trained Technical Support Executives with Inbound Support, email and chat support for Microsoft office, MSN chat and windows Operating support, involved in tracking team initiatives, validate and provided performance incentives, conducted daily and weekly meetings, generated reports, Track case incidents, Attend management discussions on quality and improvements with the core team. Track and update Time Keeping System (TKS) used for billing and productivity. Adherence to client’s KPI such as CSAT, live tracking of service level. Case wellness and Days to Solution, checks reports on open and close incidents. Follow up on customer call back, escalated issues, case study and knowledge management. Show less



HP India (formerly known as digital global)

• Bangalore

• Senior Technical Specialist

  • Jul 1999 - Apr 2003

  Provide on line technical support Enterprise Business solutions for HP laptops servers and workstations. Identify the system issues,network issues .trobule shoot system failure. Remote installation of OS using ghost images, restoring network outage, IP configuration setup for small network groups, run the diagnostic tool to identify hardware issues, raise service orders ,track dispatch of the OEM products. Resolve driver issues, and virus scanning. Provide on line technical support Enterprise Business solutions for HP laptops servers and workstations. Identify the system issues,network issues .trobule shoot system failure. Remote installation of OS using ghost images, restoring network outage, IP configuration setup for small network groups, run the diagnostic tool to identify hardware issues, raise service orders ,track dispatch of the OEM products. Resolve driver issues, and virus scanning.