Headline

Proficient team manager with over 13 years of experience in managing client accounts and ensuring executive-level support. With strategy and team management as key role at the current organization.

About

Proficient team consultant with over 11 years of experience in managing client accounts and ensuring executive-level support. With strategy and team management as key role at the current organization, I’ve successfully launched crucial tools and supported multiple pilot projects.

Location

Gurgaon

Work experience

Team Manager at Capgemini, Oct 2018 - Present · 7 yrs 8 mos, Gurugram, Haryana, India, • Managing a team of 10 junior consultants based out of US for various projects. • Responsible for end-to-end team management including recruitment, skill enhancement through trainings and knowledge sessions, rostering and round-the-clock shift management. • Participated in setting up 4 pilot projects throughout the transition phase. • Currently handling 2 pilot projects. Responsible for technical training of employees, frontline activities, service desk support, and complete drafting of process document and playbook. • Managing contact centre services for Cisco server router, security appliances, cloud computing, etc. for federal agencies in the US. • Arranging mentorship sessions for team members and interactive team meets. • Maintaining records of business development plans and keeping updates of latest product lines. • Reporting to the Customer Service lead and supporting with regular line activities, preparing risk/impact assessment plans for existing processes to achieve apt SLAs. • Ensuring full attendance at work and taking self-driven initiatives to achieve maximum retention targets. • Delivering operations within the agreed budget, with efficient service levels and fully-achieved business targets. • Preparing observations on potential risks and improvement scope in daily operations.

Technical Support Engineer at Capgemini, Apr 2018 - Oct 2018 · 7 mos, Gurugram, Haryana, India, • Maximized network performance by ensuring regular monitoring and troubleshooting. • Prepared schedules to ensure timely upgrades. • Performed investigation for all network fault queries. • Ensured network equipment is updated with latest firmware releases. • Prepared and shared network status reports to key stakeholders.

Associate Incident management & Customer Experience at Capgemini, Jun 2016 - Apr 2018 · 1 yr 11 mos, Gurgaon, India, • Responsible for dealing on behalf of the Cisco accounts and sales team as a PSTS Specialist. • Handled after-sales service support for Cisco customers. • Supported in reducing key overheads on Accounts team by managing customer relations on behalf of Cisco. • Handled customer escalations and ensured timely resolution to all reported concerns. • Captured and analyzed all incidents, taking minimum turnaround time in restoring any service failures. • Ensured zero SLA violations by enabling multi-level proactive response and appropriate resolution. • Conducted regular C-SAT surveys to measure service levels and understand overall customer experience. • Captured all reported incidents and service requests with predefined categories under set priority codes and delivered first-line investigation along with the diagnosis. • Ensured timely communication with end-customers and accounts team regarding any reported incident’s status. • Ensured proper resolution to customers by resolving incidents in Salesforce tool.

Operations Associate at British Telecom Global Services India Limited, Nov 2014 - Nov 2015 · 1 yr 1 mo, Gurgaon, India, • Managed billing for the onshore team, including bills’ processing, raw data collation and regular report submission activity. • Prepared and collated raw data for various clients. • Prepared and reviewed invoices for the client, using client-provided tools. • Responsible for inventory management and monthly inventory report work using various internal tools. • Responsible for overall MIS activities for client including weekly, monthly and quarterly dashboard preparation and submission to the management. • Working and resolving queries (external and internal). Service support, document proof • Co-ordinating and dealing with various teams ensuring on-time delivery within the defined SLA’s with accuracy.

BUSINESS MANAGER at JAI LAXMI, Jan 2012 - Oct 2014 · 2 yrs 10 mos, Senegal, • Maintained records and accounts of the products and related resources. • Managed a team of over 60 employees. • Responsible for client management, ensuring end-to-end service support. • Ensured monthly meetings with clients including regular visits to their offices in different parts of the country. • Responsible for managing inventory, preparing trend analysis to forecast future supply purchases. • Handled sales and marketing, and creating monthly proposals to increase overall sales. • Prepared daily, weekly and monthly business reports. • Prepared inventory management reports for various products. • Managed client records with proper documentation and related information. • Ensured warehouse management with necessary logistical support. • Managed billing and banking transactions for the organization. • Responsible for dealing with various government authorities. Majorly dealt with tax, labor and publicity departments for the organization.

Education

b.sc hotel managment, Hotel/Motel Administration/Management, Insitute of hotel managment- Dehradun

12th class, Delhi public school