Customer Service Project
Resume:
SUDARSHAN SHETTY
Project Leader
Mobile: +973-********
E-Mail: *********.********@*****.***
Visa Status: Family Visa
Passport No: R7679134, Nationality: Indian
Date of Birth: 14th February 1985, Marital Status: Married
Address: Building - 4008, Flat - 43, Block - 321, Road - 2159, Gudaibiya, Kingdom of Bahrain.
OBJECTIVE
I strive to render my expertise and skills to an employer thereby expanding my horizon in terms of new challenges and experience.
SUMMARY
Seasoned and dedicated professional with more than 8 years of extensive experience in managing IT projects, conducting cost & profit analysis, Vendor selection process and developing performance indicators for vendors
Expertise in Planning & Strategizing, Project Management and Coordination, Issue Resolution, Quality Management, Vendor Management, Customer Service, Tech Support, Accounting Procedures and Processes and Reporting
Handle customer queries, concerns, suggestions, feedback, etc. and manage their expectation
Orchestrated vendor selection, contract negotiation process and ongoing cost management
Proficient in providing optimal customer services, and possess exceptional communication and analytical skills
Tremendous ability to ensure clarity and accountability
Ability to interface with vendors at multiple levels in the organization
Skilled in implementing Strategic Planning, Business Development, Planning, & Team Management
Ability to develop and motivate others, coupled with excellent communication skills, thereby ensuring good team work and productive environment
Consistent track record of improving efficiency and maximizing profits
Performed Quality Assurance
Proficient in MS Word, MS Excel and PowerPoint
SKILL SET
Project Management
Digital Marketing
Inventory Control
Customer / Client Relationship Management
Vendor Management
Team Management
Forecasting and Budgeting
Analytical and Communication
LANGUAGE SKILLS
Fluent in English, Hindi & Tulu
GLOBAL EXPOSURE
Interacted with clients based out of US, Poland, Germany, Finland and Switzerland
Worked with clients like Google, HP, 3 Global Services (U.K), Proctor & Gamble
EDUCATION
Bachelor of Commerce, Madurai Kamaraj University, India
Masters in Marketing, Madurai Kamaraj University, India
AWARDS AND ACCOMPLISHMENTS
Numero Uno, Summit Award – Accenture
Star Award (Jan-Feb-Mar 2017) - Lionbridge
CAREER CONTOUR
Organization
Designation
Duration
Lionbridge Technologies Private Limited,
Mumbai, India
Project Leader
July 2015 – May 2017
Senior Production Coordinator
Dec 2012– June 2015
Accenture Services Private Limited, Mumbai, India
Senior Executive - Level – F2
Feb 2011 – Mar 2012
Hutchinson Wampoa Group 3G, Mumbai, India
Senior Customer Relationship Advisor
Sep 2008 – Jul 2010
Steve and Barry’s (Unisource Ltd), Mumbai, India
Project Coordinator
Sep 2007 – Aug 2008
KEY DELIVERABLES
At Lionbridge Technologies Private Limited (Language Localization & E- Learning projects)
Strategizing & planning the project as per client requirements
Managing day-to-day operational aspects/ execution of a project and scope
Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work
Build, develop, and grow any business relationships vital to the success of the project
Managing the overall project development and providing business support services to stakeholders
Interacting with team members, vendors and stakeholders and keeping them updated with regards to the guidelines/process changes.
Engage in vendor quote management and budget proposals
Performing resource estimation, and budgets optimization
Training and guiding project team members and contractors
Developing and tracking vendor performance using scorecards and benchmarking boosting efficiencies and stakeholder satisfaction
Overlooking project milestones and deliverables
Acting as a liaison between vendors and IT PMO regarding operational issues
Performing Quality Assurance
Researching trends and new service offerings utilizing independent research firms
Ensuring project documentation are up-to-date
Preparing monthly and quarterly reports
At Accenture (Digital Marketing projects)
Spearheaded the digital marketing and web services development projects
Managed the project from scratch to the end
Identified project milestones and deliverables
Planned and scheduled project timelines and milestones using tools
Define project success criteria and disseminate them to involved parties throughout project life cycle
Ensuring the project team is aware of guidelines or process changes
Involved in overall project documentation process, and status reports
Performing Quality Assurance
Build, develop, and grow any business relationships vital to the success of the project
Preparing daily, monthly and quarterly reports
Preparing the lessons learned document after the completion of each project
At Hutchinson Wampoa Group 3G (Customer Service & Tech Support)
Customer relationship management (CRM) via account maintenance that includes billing queries, product information & Tech support
Handle customer queries, concerns, suggestions, feedback, etc. and manage their expectation
Analyze customer needs and feedback and ensure continuous refinements in the services offered
Upselling products and upgrades after analyzing customer’s usage history
Managed workflow and user requests via inbound and outbound channels
Conducting training and Issue resolution for new joinees
Sending daily progress reports
At Steve and Barry’s (Unisource Ltd) (Facilities Project Coordination)
Involved in project management, store management and vendor management for handling tasks
Handled project coordination, and due diligence operations for engineering & facilities
Interacted with the clients, and vendors via phone email & chat
Handled daily warehouse operations
Sourced new vendors and performed reporting and tracking inventory control
Engaged into Inter-department communication for projects
Managed business reports of the team members
REFERENCES
Available upon request
Contact this candidate