Manager Customer Service

Hemant Singh Tokas (ITIL V* Certified ****)

H. No 205, Munirka

New Delhi –110067

Tel No. +91-11-261*****

Mobile – 958-***-****

Email – *********@*****.***

Objective: “To implement the best efforts to come up with positive results”

Presently Working

Presently working with BirdEye Software Pvt LTD. as Manager Customer Success.

Work Experience

Worked as Assistant Manager with Merino Services since January 2014 till December 2017 heading a team of 20 Management Trainees and Sales rep.

Worked as a Change Manager with Orange Business Service for 5 years. Worked with Orange Business Services as a Customer Service Analyst, and promoted as a Change Manager, And Senior Network Analyst. Duration June 2007 till June 2013.

Worked with HCL BPO as a Senior Technical Support Engineer from November 2004 till June 2007 in a Technical process of AT&T Yahoo Inbound. Helping the Team, reviewing calls, Quality reviews, making product refreshers to help the Co-workers, Helping the new Associates understanding the process.

Worked with IBM Daksh as a Senior Technical Support Engineer from March 2003 in a Technical process of INTUIT (US) Inbound, handling a team of 20 Associates in Team Leaders absence till April 2004.

Worked with Amalga fusion a Technical Writing firm for three months from Aug 2002 –Nov 2002.

Worked with Net Campus as a Senior Computer Engineer from Jan 2000-2002.

Worked with Geo-Connect, Ansal’s Outbound call center for a Telecom process of sales.

Job profile at BirdEye Software

● Assist sales team with product presentations, paid pilots & serve in a pre-sales role to help close the deals.

● Manage/retain and provide ongoing support to enterprise & reseller accounts.

● Work on the project plan for the new clients based on the size of the deal, ensure setup, implementation, onboarding & training within defined timelines.

● Work with the client and their IT on API based website, CRM/PMS integrations to help automated review/survey collection and marketing.

● Ensure that our clients create value through defining and achieving business outcomes and help them understand ROI on their investment on a periodic basis.

● Help clients with analytics and statistical data points/reports to make business decisions. Use strong technical expertise to suggest changes in automated reports to make it more relevant based on the business needs.

● Build strong relationships and earn the trust of the clients through frequent engagement and delivery against commitments. Gain an understanding of their business needs and advise on best practices, help them with review solicitation and promote positive voice on social media.

● Develop strong product knowledge and use complex problem-solving skills to independently resolve as many issues as possible. Use strong judgement and involve development team whenever required.

● Manage the process of securing the renewal of contracts, working with the client and management to ensure churn is minimal.

● Ensure client’s success, renewals & upsells. Help the team to troubleshoot possible road blocks by communicating efficiently with different teams.

● Act as the Voice of Customer by recommending product enhancements & API changes to support complex integrations.

● Work closely with design & development team to define and manage products, and to understand what’s needed and what is possible.

Job profile at Merino Services

Heading a team of 15 Sales Management Trainees and 5 Sales Rep for temporary calling. Working closely with the Pre-sales and supporting the Demo to our clients

Managing the Customer Service and Level 1 support for Cloud services.

Heading the Vendor Management process for procurement of services from our business partners.

Heading Client Management process internal to presales and Sales.

Heading the Change Management cycle internally and for external clients.

Single point of contact for all Clients and stake holders for any product changes.

Conducting the weekly meeting with the implementation team, reviewing all the changes conducted during the week and updating the Knowledge database.

Conducting the PIR’s with all stakeholders.

Allocating work load amongst the team, coaching, reviewing teams performance.

Meetings with business clients gathering requirements and closing them.

Leading the IT/Admin team on customer’s site projects.

Leading the team of Business Analysts for business promotions, conducting timely meetings for reviews, planning for promotion based in sales leads.

Providing demonstrations for all our Infor products to our business leads.

Assisting Human resources team as an initiative to help employee’s grievances and bridging the gaps between managers and employees.

Job profile at Orange Business Services / HCL

Handling customer, Orange Business Service and Carrier initiated changes in the network issues.

Chairing the CAB weekly.

Reviewing the RFC and RFS.

Conducting the post implementation reviews with all stake holders.

Liaising with the Project and Infrastructure managers for a smooth Project and Infrastructure changes transition.

Maintaining Inventory, tracking the records for all RFS (ready for Service) and RFU (ready for Use) to ensure that the change management processes are respected.

Responsible for generating Network Availability reports, Outage reports, Service Level reports.

Monitoring service performance and maintaining chronic issues database and generating Service Improvement plans.

Participating in weekly/ monthly customer calls.

Organizing internal CAB (Customer Advisory Board) meeting weekly/ monthly.

At Orange supported Japan Tobacco International SA.

Previously supported – Singapore Airlines (Diamond customer), All Nippon Airways (Diamond customer), Air China, China Eastern Airlines, China Southern Airlines, CEMEX, PBR Australia, and Australian Custom Services.

Achievements on job

At Orange promoted as a Sr Network Analyst from Change Manager’s position at our Mumbai Location, since Jan 2013.

Worked with CMRM team on secondment assisting the team in Change Management related activities.

Moved to a new role as Change Manager from Customer Service Analyst position, since 2008.

Moved to a new role with Japan Tobacco International to arrange Large Project change manager’s meetings/ communications.

Moved to a new role organizing monthly meetings with Carrier and Service provider.

Moved to a new role which includes interaction with Enterprise/ Project Change Managers.

Promoted as a Temp Team Leader (Ladder) in HCL BPO (AT&T Yahoo)

Awarded for the Voice of Customer from the month of April 2005 in HCL

Awarded as most outstanding associates for the month of October 2006 in HCL

Awarded for the best TOS (TIME ON SYSTEM) in Daksh.

Awarded for the best CSAT (CUSTOMER SATISFACTION) in Jan, Feb, and Mar 2004.

Awarded for the best CREZ (CASE RESOLOUTION) in Jan, Feb, and Mar 2004.

Awarded for Best AHT (AVERAGE HANDLE TIME) for Feb, Mar 2004.

Awarded for Best Performance in Daksh.

Certificate of Completion in TIME MANAGEMENT.

Certificate of Completion in APPLY LEADERSHIP BASICS.

Educational Qualification

Passed 10th class from C.B.S.E securing 60% marks (1997-98).

Passed 12th class from C.B.S.E securing 70% marks(2001-02).

Graduation in Commerce B. Com from Delhi University(2002-05).

Graduation In Computers BCA from IGNOU, Delhi(2004-06)

Completed Diploma in Computers from NIIT.

Hardware Course from Net Campus.

ITIL V3 certified (2011-12).

Personnel Details

Gender : Male.

Date of birth : 19th MAY, 1980

Marital status : Married

Nationality : Indian

Hobbies : Exploring India.

CTC : / PA

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