Senior Manager - Customer Success

• Jan 2022 - Present

Manager - Vendor Performance and Carrier Relations APAC

• Sep 2020 - Dec 2021

Setting Up world’s best Vendor performance and Vendor Qualification system in the organisation who believes customer success , Industry 4.0. A team manager and part Of Asia’s most smart team within Lumen building best infra for our Asia Customers. Setting Up world’s best Vendor performance and Vendor Qualification system in the organisation who believes customer success , Industry 4.0. A team manager and part Of Asia’s most smart team within Lumen building best infra for our Asia Customers.

Manager, Customer Success Management( Lead - South India)

• Oct 2019 - Aug 2020

Lead Manage - South India ( Bangalore , Hyderabad, Chennai) Strategic accounts , Big Industry, International ISPs HQ in South with proven record of customer success management. Nurturing , Growing , Client Partner model plays vital role via managing these Multimillion accounts.

Senior Lead - Service Management

• May 2018 - Oct 2019

Service Management representative Managing CXO interactions , top executives relation with my present organisation. Part of Tata Comm customer success group ..

Lead - Service Management

• May 2016 - May 2018

Senior Network Performance Analyst

• Aug 2014 - May 2016

Ensure consistent and accurate production of the monthly SLA reports for the SITA Strategic Agreement for all products covered in the SITA Global SLA. Service Credit and penalty calculation. Monthly Performance review with stakeholders and Customer Annual SLA contract renewal. Ensure regular collection and availability of accurate performance statistics for report production and performance level evaluation. Improve data accuracy by working with source… Show more Ensure consistent and accurate production of the monthly SLA reports for the SITA Strategic Agreement for all products covered in the SITA Global SLA. Service Credit and penalty calculation. Monthly Performance review with stakeholders and Customer Annual SLA contract renewal. Ensure regular collection and availability of accurate performance statistics for report production and performance level evaluation. Improve data accuracy by working with source providers (CS&O Operational departments) and notify respective entities within Orange Business Services on data integrity issue for corrective actions. Liaise with SITA counterpart on any performance dispute that may occur for monthly SLA . Ensure that agreeable solutions with SITA can be achieved through proper escalation and investigative work. Maintain the operation of the Orange Business Service Business Operations – SITA reporting portal through timely update of accurate latest reports and statistics to support the OPC function. Perform analysis of reports as well as performance trends. Investigate any performance degradation and/or deviation from committed threshold/targets. Make recommendation of corrective actions or plans for marginal performance before threshold is reached. Feedback to related entities for preventive action/quality improvement plan. Work with internal and external vendors to meet ad-hoc request on customer automation request. Transition Project Key Insight of Visit It was a Resource and Business Transition project. Visited Brazil learned the process , taken handover of particular accounts Transition dashboard maintenance. Meeting with stake holders biweekly on progress. Meeting with Global program manager and discussion on points of improvement. Educating Indian Resources as per Transition plan, Training and Work shadowing. Communication management. CSAT maintenance. BCP management. Risk Mitigation plans.

Network Analyst

• Jan 2013 - Aug 2014

1.Customer’s primary point of contact within Orange Business Services, for all Service related issues. 2.Providing responsibility of Service manager via flexible contact center ( For remote location customers). 3.Secondary Escalation point in case of major incidents( Network Outage ), while Primary Escalation point is shares service desk. 4.Work with the account team to up-sell Service Management and/or other Orange products and

Analyst - Service Management

• Nov 2011 - Jan 2013

Incident management. Handling KPI and Second Level Escalation Analysis and Evaluation on Service Level agreement with Stakeholders Preparing reports and presentation for Stakeholders and Customer about the service availability in a month Planning and coordinating Continual service improvement plan Successfully implemented data integrity project Doing regular meeting with stakeholders and presenting monthly Service Availability Reports and Presentations To… Show more Incident management. Handling KPI and Second Level Escalation Analysis and Evaluation on Service Level agreement with Stakeholders Preparing reports and presentation for Stakeholders and Customer about the service availability in a month Planning and coordinating Continual service improvement plan Successfully implemented data integrity project Doing regular meeting with stakeholders and presenting monthly Service Availability Reports and Presentations To actively assist in data integrity issues for the assigned customers. To support the CSM by advising planned maintenance and how this would affect the supported customer

Executive

• Sep 2010 - Oct 2011