Customer Manager
Resume:
JAVED IQBAL +1-847-***-****
South Elgin, IL acp5si@r.postjobfree.com
http://www.linkedin.com/pub/javed-iqbal/1/b81/a14/
Creative and influential telecommunications leader with outstanding experience in service delivery and
customer relationship management. My leadership, get it done attitude, sound business acumen,
troubleshooting skills, negotiation skills, focus on quality, goal oriented project action plans and
motivating personality have helped organizations successfully achieve challenging objectives. Highly
evolved with customer focus, change & innovation, strategic thinking, relationship building & influencing,
talent management, financial management, results focus and inspirational leadership.
SKILLS
Leadership skills
Energetic
Adaptable to customer and business needs
Passionate commitment to quality
Consultative skills
Financial understanding
Business understanding
Sales & business development skills
Customer insight
Negotiation skills
Project management skills
Problem solving
Presentation & communication skills
Entrepreneurial & Commercial Thinking
Analytic approach
Relating & Networking
Delivering Results & Meeting Customer Expectations
Planning & Organizing
3rd pp suppliers management experience
Microsoft office
Outsourcing management experience
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HIGHLIGHTS:
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Head of Service delivery for $44 m. Customer Services Portfolio (all areas of contract base incl. LTE/IP/CDMA) at
Ericsson.
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Previously, Customer Project Manager at Ericsson responsible for WCDMA/GSM Core and access solutions.
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Excellent communication/presentation skills especially with customer executive management.
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Managed to improve customer satisfaction significantly for all clients that I have worked with.
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Fast Organizational buildup with a creative team atmosphere by leveraging excellent people management skills.
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Awarded the prestigious SOAR (Service and Outstanding Achievement Recognition) award in Ericsson twice.
Distinctive Accomplishments
Rollout of cutting edge technology. Worked with Verizon to launch the countries first LTE network. Managing the rollout as
well as expected capacity.
Prospecting of M-BPN and MSS. Worked with sales and technical team in Ericsson support M-PBN and MSS. Established
relationships with the Operations Director and Lead Technical Team Members. Turned the account from a single product
sale to multi-platform opportunity.
Orchestrated successful green field deployment of new technology. Appointed as project manager for this, partnered
with Centennial leadership to plan and deliver the project. Faced with a very demanding schedule to roll out new OSS
technology in Centennial wireless for their network, I created a SME team which involved persons from engineering, design
and deployment.
Successful Services Outsourcing. The services organization set an aggressive target for cost cutting for the customer
support. Worked with senior leadership to design a plan to outsource a certain percentage of services to a Romania, Mexico
and Hungary within Ericsson. In parallel, established the quality criteria and delivery intervals for each service type including
training. Successfully reduced hourly rates by 15%.
Help overcome challenging customer Issue. When CEO of one of Centennial complained about poor wireless network
performance in Indiana, a plan was put in place with executives to fix the problem. Coordinated the investigation and the
communication for successful resolution. Successfully managed and diffused management escalation from T-Mobile
regarding antenna performance. Was MINILINK trouble-shooter for Executive management escalation for multi day outage in
the Caribbean.
JAVED IQBAL +1-847-***-****
South Elgin, IL acp5si@r.postjobfree.com
http://www.linkedin.com/pub/javed-iqbal/1/b81/a14/
Career History
Ericsson - $14B global telecommunications equipment and services provider. (2000-2014)
Midwest Service Delivery Director (USA 2010-2014 Verizon Midwest, CDMA/LTE/IP). Account responsible Verizon
Wireless Midwest (Tier 1 account). Leading an international cross-functional team to deliver services as well as
implementation of Ericsson (and former Nortel) Core, Radio and IP networks. Facilitated transition from CDMA to
LTE delivery. Accountable to ensure the programs/projects are enabled for success and delivered within expected
budget (P&L), schedule, quality, service level agreement (SLA) and customer satisfaction. Engagement responsible
for Midwest. Also responsible for increasing revenue and efficiencies. Define and maintain stakeholder and program
team expectations and ensures that the deliverables are aligned with program success criteria. RCA(root cause
analysis) delivery responsible. Provided regular reports on performance to customer and internal teams. Drive
program strategy, utilization and development of team of service delivery managers and engineers. Escalation point
and risk management assessor (on call 24*7) for all delivery issues/process issues for this account. Proactively
identify options for preventing or mitigating risks. Monitor, report, and analyze day-to-day operational execution of
work. Established relationships with executive management team of Verizon Midwest. Acted as the customer facing
lead to manage both the business and technical aspects and expectations of the project. Responsible for overall
customer satisfaction for this client. Responsible for all financials for this account.
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Highlights:
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Increased revenue by $20 m by selling additional services.
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Part of the LTE rollout team for Verizon in 2010.
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P&L responsibility: $44 m.
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Achieved margin of 60%.
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Improved customer satisfaction index from 60% to 87%
Line Manager. (USA 2008-2010 North American tier II and worldwide customers Telecom SW/HW/ RF performance)
Managed a team of 16 Engineers in multiple countries who were supporting Wireless and Wireline customers in
North America (Tier 2) as well as global customers like Vodafone and Orange. This team was the responsible for all
technical issues pertaining to LTE/WCDMA/GSM/IP/Transport/Microwave. Interact with Project Delivery managers
from Ericsson worldwide. Drove collaboration with Subject matter experts and design/code personnel teams
worldwide. Monitor, report, and analyze day-to-day operational execution of work including ticket management and
SLA compliance. Escalation point and risk management assessor for all delivery issues/process issues for this
account. Coaching team in handling difficult/complex/escalated issues. Responsible for financial health of the team
and provide input into budget planning, forecasting and preparation processes. Develop, deliver, and maintain
proactive and preventive support services to enhance the Customer Support portfolio. Stakeholders include,
Customers, Key account teams, Service practice areas, Global, Business unit, Product Unit, operations support.
Working with outsourced teams. Escalation point for management issues. Reporting to VP of customer support for
Ericsson North America.
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Highlights
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Successfully managed the team to achieve 100% customer satisfaction from lower 40’s.
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Successfully worked through resolving outage by organizing personnel and hardware in Netherlands
from the US. Customer was very pleased with the urgency shown and resolution of the issue.
Service Delivery Manager. (USA 2006-2009 Centennial Wireless and Global customers, Telecom SW/HW/RF
performance) Responsible for managing customer services project, SLA and warranties for Centennial wireless and
global customers, including Vodafone, Orange, BT, KDDI, Cable&Wireless, MCI, and Verizon Wireline. Acted as
liaison between engineering, system performance and operations departments for Customer and Ericsson. Detect,
identify and promote new and future service needs with and for the customer. Identify and secure sales leads that
are used by account sales managers to increase the customer support business and customer satisfaction. Was first
point of contact for Customer Executive Management Escalations and engagement (on-call 24*7) in outages or other
urgent network issues. Recovery leader for emergencies/escalations for my customers. Deliver RCA (root cause
analysis) on issues. Had the responsibility to approve the result/outcome from a project before being handed over to
customer. Worked within customer premises. Reporting to VP of customer support for Ericsson North America.
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Highlights
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Successfully managed the customer satisfaction improvement from 40% to 100%
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Received award for helping achieve $10 m MSS sales at Centennial by changing customer perception of
Ericsson
JAVED IQBAL +1-847-***-****
South Elgin, IL acp5si@r.postjobfree.com
http://www.linkedin.com/pub/javed-iqbal/1/b81/a14/
Team lead Access Radio technical support North America. (Canada 2004-2006 US Tier II and Global customers,
Telecom SW/HW /RF performance) Technical lead for Ericsson supporting all North American customers (T-Mobile)
and global customers including Vodafone, Orange, BT, KDDI, Cable&Wireless, MCI, and Verizon Wireline. Expert
troubleshooter on Ericsson Radio access platform (GSM/ WCDMA) as well as Microwave solutions. Jointly lead team
of engineers on improving their skillsets and improving quality of solutions to customers. Part of deployment team for
outsourcing support to Hungary and Mexico. Provided feedback on improvement and measurements for
performance. Working with cross-functional leadership teams to successfully implement transitioning support from
USA to Canada. Partnered with project team for T-Mobile and became T-Mobile Single point of contact (SPOC) to
helped build relationships and improve perceptions on Ericsson. Successfully managed and diffused management
escalation from T-Mobile regarding antenna performance. Involved with executive management on outages.
Participated in multiple outage recoveries. Meeting with customers from time to time to resolve issues in the teams
issues list. Providing Network planning support as well using statistical tools for enhancing the QoS of the customers
network.
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Highlights
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Successfully transitioned support from US to Canada.
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Successfully transitioned support to Mexico and Hungary.
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Successfully managed various escalations
Manager Support (India 2003-2004 BSNL) Providing the first line interface to this new government GSM
operator. In this role I wore multiple hats. Customer project manager, Technical support manager, RF performance
engineer. BSNL was a new wireless operator transitioning from wireline and helped migrate their ways of working
towards the wireless world. Provided first line interface with government GSM operator for all installations in India.
Responsible for all hardware as well software issues pertaining to this customer. Provided Network planning support
as well using statistical tools for enhancing the Quality of Service (QoS) of the customer’s network. Used various
tools to meet Turn Around time for Customer service requests (CSR)’s including code.
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Successfully managed to reduce all drop rate from 6% to 1%
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Single-handedly migrated Ericsson MSC APZ 21230 to APZ 21233 without network impact.
Support Specialist (India 2000-2003, Bharti, Tata, idea, BSNL, Reliance, MTNL, Hutch, Essar) Provided Second
level (Subject matter expert) GSM radio access support for the various Ericsson customers’ networks in India, Sri
Lanka, Seychelles, Vietnam, and Bangladesh including Bharti, iDea, BSNL, Reliance. Participated as team leader in
many Software and Hardware (APZ) upgrades. Successfully completed the first ever MINILINK upgrades in the Asia
pacific region for new customer. Included in management escalations. Led team to integrate many Base station
controllers (BSC) in networks. Created tools and published many documents. Was promoted 3 times in 3 years.
Provided training to customers as well as Ericsson employees for the above network elements. Part of Architect team
for various GSM networks, more specifically BSS part.
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Successfully completed first ever Ericsson MiniLink microwave network upgrade in Essar in Asiapac
region.
Earlier served as Switch manager with Koshika Telecom, a major operator in India as well as Quality Control Manager
for Uptron electronics factory, a leading intercom manufacturer in India.
OTHER
EDUCATION.
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1989-93: BSc Electronics Engineering; Specialty in Digital signal Processing, Aligarh Muslim University,
Aligarh India
PERSONAL
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US Citizen
REFERENCES
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Available upon request
Contact this candidate