Navavi Abdul Aziz

Manager | Legal Ops and Client Relations at LSG LLC
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Contact Information
us****@****om
(386) 825-5501
Location
Ernakulam, Kerala, India, IN
Languages
  • English Professional working proficiency

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5.0

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Miriam Stoner

I worked with Navavi for nearly two years and was always impressed by his attention to detail, prompt responses and friendly nature. His customer service oriented and professional attitude helped me feel at ease when any technical issues arose. I would highly recommend Navavi.

Justin Barth

I have had the pleasure of working with Navavi and his team for several years and could not be happier with the outstanding service and professionalism he provides to myself and our business partners. Navavi truly understands customer intimacy and delivers an amazing experience no matter how big or small the interaction is. If you want to move your business forward by providing the very best service possible than I recommend you partner with Navavi and his team.

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Credentials

  • Lean Six Sigma Green Belt
    Edushore
    May, 2015
    - Nov, 2024

Experience

  • LSG - Legal Solutions Group
    • United States
    • Software Development
    • 1 - 100 Employee
    • Manager | Legal Ops and Client Relations
      • Jul 2019 - Present

      • Client servicing, relationship building, one to one client meetings, account performance review• Ensure service delivery to clients and End users are of excellent quality and achieves overall contract objectives.• Business requirement elicitation and coordination with the Business Analyst team to translate customer needs to product offerings. • Understand, interface and communicate the company's value propositions with Client contacts• Interact with the software development team for requirement clarifications.• Coordinate with Client(s) for Product User Acceptance testing in adherence to Organizational processes and standards.• Conduct functional testing of the product, provide feedback to development and Business Analyst teams.• Acts as point of contact for the client provides an escalation path to and from Product Development, attends to Customer issues promptly.• Cultivates customer relationships and ensures effective service delivery to accounts• Focuses on customer satisfaction, knows the customer's business and workflows developing decent contact network within accounts. Show less

    • Associate Manager - Client Care Support Services
      • Sep 2016 - Jun 2019

      Drive department targets without compromising quality, process, service level agreement and policiesEnsure deliverable are prepared to satisfy the project requirement.Keep the operations informed of task accomplishment, issues and status. Serve as a focal point to communicate and resolve interface and integration issues with teams. Provide guidance to the Support Services department based on management direction.• Managing Support Service Department• Maintaining Support Services ATA & SLA• Utilization & Productivity tracking.• Reporting system issues, bugs, change request etc.• Preparing statistical and agent performance reports.• Webinar training for onboarding Client users and end users• Creating CR for functional improvement.• Handling Client Care.• Account Managing.• Client Relations• Maintaining relevant documents for ISO-9001:2008 and ISO-27001 audits.• Touch point testing for new releases.• Training on process and workflow. Show less

    • Team Lead Support Services
      • Mar 2012 - Sep 2016

      Drive team targets without compromising quality, process, service level agreement and policies.Provide the team with a vision of the project objective, motivate, coach and inspire team members. Coordinate with internal and external Customers/Clients as necessary.Ensure deliverable are prepared to satisfy the project requirement.Keep the Operations informed of task accomplishment, issues and status. Serve as a focal point to communicate and resolve interface and integration issues with teams. Provide guidance to the team based on management direction. • Supervising & Leading Support Services team.• Maintaining team ATA & stats.• Reporting system bugs.• Support statistics reports.• Quality audits and feedback.• Supervising support Calls, support E-tickets and support Live chats.• Training on board support staffs.• Touch point testing of web applications.• Change request for functional improvement.• Analysis & submission of LEDES 1998B Format invoices. (Electronic Billing).• Maintaining relevant documents for ISO-9001:2008 and ISO-27001 audits.• Training through Webcasts and videos for Client Users and Law Firms.• Training document for support staffs. Show less

    • Senior Support Service Executive
      • Mar 2010 - Mar 2012

      Responsible for resolving issues and providing support to Law Firms & Insurance.• Handling Supervisor calls.• Handling Support calls • Handling Support Chats • Handling E-tickets and Emails• Responsible for training onboarding staffs• Analysis of LEDES98B legal invoice formats.• Market Research• On boarding sub-clients to the program.

  • Sutherland
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Semi Technical Support - Level 2
      • Mar 2008 - Mar 2010

      • Handling & resolving level 2 technical/customer support calls for an Internet Service provider. • Troubleshooting internet connection. • Configuring email clients - Outlook, Thunderbird, etc • Handling customer billing issues. • Handling & Resolving Customer Escalation calls. • Handling & resolving level 2 technical/customer support calls for an Internet Service provider. • Troubleshooting internet connection. • Configuring email clients - Outlook, Thunderbird, etc • Handling customer billing issues. • Handling & Resolving Customer Escalation calls.

  • NeST Digital
    • India
    • Information Technology & Services
    • 700 & Above Employee
    • Outbound Tele Sales Executive
      • May 2006 - Aug 2007

      Handled Canadian and US Telesales process with different selling campaigns with required SPH/SPD by maintaining quality parameters. Long distance service provider for a Canada based client Mortgage lead generation US-based client EarthLink ISP with a website builder package for US based client. Handled Canadian and US Telesales process with different selling campaigns with required SPH/SPD by maintaining quality parameters. Long distance service provider for a Canada based client Mortgage lead generation US-based client EarthLink ISP with a website builder package for US based client.

Education

  • CV Raman University
    Master of Business Administration - MBA, Business Administration and Management, General
    2020 -
  • Mewar Institute of Management
    Bachelor of Business Administration - BBA, Business Administration and Management, General
    2015 -
  • International Indian School jeddah
    1996 - 2002

Community

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