Manager Customer

DEVIKA VENUGOPAL

Cell: 998-***-****

*********@*****.***

OBJECTIVE

To be associated with a Professional Company for attaining challenging

position in the Corporate World with a potential for career advancement and

to lead a team, this accepts challenges with flexibility and creativity.

Professional Profile

> Administrative excellence in organizing, planning and accomplishing

the desired with efficiency.

> High-performing operations-management with expertise in

building/optimizing organizational processes, measurement systems, and

infrastructure to maximize business results.

> Skilled strategist who transforms strategic plans into workable

solutions and benchmarks performance against key operational

targets/goals.

> Motivated achiever with demonstrable ability to recommend enhancements

to business processes.

1 AREAS OF EXPERTISE

> Operational Process Analysis

> Performance Management

> Strategic Planning and Leadership

> Productivity and Efficiency Improvement by arranging for appropriate

trainings

> Decision Making also ensuring Customer Satisfaction.

> Planning/Execution

CAREER PROFILE

* Manager -Operations with Saga Visions Private Limited (August 2012---

till date)

* Manager-Service Assurance-Tulip Telecom Limited(Dec 2010to Jun 2012 )

* Regional Manager - Accel IT Academy on Deputation (June 2009 - Dec-

2010)

* Deputy Manager - Customer Support - Accel Frontline Limited (June 2007

to June 2009)

* Customer Care Officer - HCL Infosystems Limited (Dec 2006 to June

2007)

* Lead Coordinator - Kobian Electronics India Pvt. Limited (Jan 2003 to

Dec 2006)

* Counselor / Coordinator - ACS Technologies Limited (2000 to 2003)

Presently associated with M/s Saga Visions Private Limited [August 2012

till date]

> Being a Single Point of Contact for Customer, for Project

Implementation, and End to End Customer Relationship Management.

.Ensure weekly project review with the customers

> Coordinating between Service Marketing and Service Operations.

> Measuring and monitoring customer's satisfaction regularly and

identifying areas of concerns for improvement in customer

satisfaction.

> Addressing escalated customer related issues within a given time frame

> Supports sales staff by providing sales data, market trends,

forecasts, account analyses, new product information; relaying

customer services requests.

> Coordinating with Clients for Collection and responsible for Bills

Receivable

> Coordination with internal and external interfaces

Worked with Tulip Telecom Limited as Manager-Service Assurance ( December

23rd 2010 to 30th June 2012)

> Measuring and monitoring Premium customer's satisfaction regularly and

identifying areas of concerns for improvement in customer

satisfaction. . Reviewing top Revenue Generated Accounts (High value

Customers) performance on monthly basis by performing client visits

and sharing the customer reports towards improvement in customer

satisfaction.

> Responsible for activities regarding Customer Acquisition, Customer

Relationship Management, and Maximizing revenue.

> Working with the sales account manager to facilitate support/service

issues during the sales.

> Ensure change management communications with the customer.

Recommending strategic and tactical changes in the offerings to

address premium customer needs including service enhancements (generic

or specific).

> Work out of customer offices as a customer's spokesperson in TULIP.

High level voice within Tulip for problem resolution and escalation by

understanding customer business and problem criticality

> Being a SPOC for Customer, Project Implementation, and End to End

Customer Relationship Management. Timely project delivery management

by closely working with regional and corporate project team. Ensure

weekly project review with the customers.

> Ensure customer funded resource is optimally utilized for the customer

service delivery

> Solving the billing (commercials), waiver workings (credit notes due

to down time, Service issues and billing disturbances). Active links,

revenue maintenance by regular service monitoring and interaction with

clients to ensure to avoid the revenue loss.

> Evaluating marketing reports by collecting, analyzing, and summarizing

sales data.

> Manage and drive a team of 25 employees includes Site Engineers, Desk

engineers and Desk coordinators for ensuring timely service support

and customer satisfaction.

> Call Management: Monitoring of calls and scheduling the calls in

accordance with the SLA signed with customer.

Worked with Accel IT Resources Limited as Regional Manager-IT Academy

Training at Hyderabad(since June 20th 2009 to Dec 2010 on deputation)

> Administrative head of all Centers in AP.

> Managing the Center managers and marketing staff for good productive

business. Implementing & administration of new marketing

technique for the growth.

> Designing, Implementation of Marketing Status, plans for corporate

business.

> Measuring and monitoring customer's satisfaction regularly and

identifying areas of concerns for improvement in customer

satisfaction.

> Conducting monthly/quarterly meetings with employees to motivate the

employees towards customer satisfaction & also to reach the set

target.

> Manage and drive the entire team of Andhra Pradesh by ensuring timely

collections achieving the said target.

> Maintaining and Building Principle & Customer relationships. Measuring

and monitoring customer's satisfaction regularly and identifying areas

of concerns for improvement in customer satisfaction

> Visiting branches (3 branches) for monthly meeting review the targets

> Reporting directly to Vice President for weekly regional review.

Worked with Accel Frontline Limited as Deputy Manager-Customer Service at

Hyderabad(since June 21st 2007 to June 19th 2009)

> Job Involved the following activities:

> Addressing escalated customer related issues within a given time frame

> Periodically visiting to clients to know about the service feedback

and enhance the customer relationship and addressing any issues

related towards service and solving the issues by coordinating with

Technical support Group. Handling of all AMC Renewals, for which

maintaining effective database and good rapport with the customers

> Visiting to existing clients for more service business opportunities

and updating the same to Technical people for implementing the same.

> Coordinating between Service Marketing and Service Operations.

> Coordination with internal and external interfaces

> Call Management: Monitoring of calls and scheduling the calls in

accordance with the SLA signed with customer.

> Deploying and monitoring of Engineers at Resident locations

> Coordinating with Clients for Collection and responsible for Bills

Receivable

> Daily and periodical reports to the higher official.

Worked with HCL Infosystems Limited as Customer Care Officer at Hyderabad

[Dec., 2006 to June 15th 2007]

> Job involved the following activities:

> In charge of service center looking after on site and off site service

related issues with 10 engineers

> Addressing escalated customer related issues within a given time frame

> Inventory management of service center in coordination with Spare Part

operations

> Making key client visits at periodic intervals to understand service

related issues if any

> Improving business of service center through up gradation, extension

of warranty period, annual maintenance contract etc. to achieve the

targets fixed

> Follow up with the clients for payment collection

> Furnishing reports on daily basis to Head Office on calls and other

reports at periodic intervals to respective authorities.

Worked as Lead coordinator with Kobian Electronics India Pvt. Limited,

Hyderabad with Indian operations headquartered at Mumbai. [Jan., 2003-

Dec., 2006]

> Overall Co-ordination of 19 branches activities in all matters.

> Liasioning with Head Office and other Branches through mail/internet.

> Provide Training to new coordinators recruited for new branches and

refresher training to existing coordinators in respect of service

related matters, customer service.

> Conducting service audit at all the Branches at periodic intervals by

visiting the branches across the country.

> Sorting out pending issues of branches

> Inventory Management pertaining to Hyderabad Branch.

> Reporting critical issues to Head Office and National Service Manager

for immediate settlement of issues.

> Looking after entire Administration of the Branch and also Maintenance

of Accounts in all respects.

> Co-ordination with Distributors/Dealers of entire Andhra Pradesh on

Service by convincing them over phone and interacting with them when

they visit Branch Office.

> Monitoring the periodical returns submitted by various branches spread

across the country

> Logistics related matters of all the branches

> Preliminary screening of candidates for vacancies arising

Worked as Counselor /Coordinator in ACS Technologies Limited, for two and a

half years (2000-2003).

Job includes - Counseling the students for courses like Hardware and

Networking, Windows-2000 Administration and Cisco Certified Network

Administration Course, looking after Administration & Accounts of Computer

Hardware and Network Division of the Company.

EDUCATION:

MBA-Project Management (Karnataka University)

Certificate Program in Business Administration: (XCEL Institute of Business

Management: Registered By Government of AP)

B.Com (Calicut University)

PROFESSIONAL QUALIFICATION

ITIL Certification (IT INFRASTRUCTURE LIBRARY)

Completed a Training program on PMP

COMPUTER AWARENESS:

Completed a Course in Computer Fundamentals from NIIT in the following

Areas:

. Windows 95,

. MS Word

. MS Excel

. Power Point

. Diploma in Computer Application.

. Advanced Diploma in Web Designing with Multimedia.

LANGUAGES KNOWN: English, Hindi, Telugu and Malayalam.

DOB : 16-07-1967

PERSONAL INFORMATION:

Husband's Name - K. Venugopal

References: On request.

Plot No 17, Swargapuri Colony, High Tension Road, Near Kandhiguda X road.

Opp. Vijaya Ganapathi Temple, Adjusant to Kalyan Garden. (PO)Sainkpuri,

Secunderabad. PIN:500094

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