Salmaan Dalvi

Technical Support, Quality, Operations, Compliance, Process Improvement, Client Service Support, Customer Services, Pre Sales, Administration, Integration etc..

Mira Road, Maharashtra

adckcu@r.postjobfree.com+919867521118

Work Experience

Team Lead – Client Issue Management (Quality, Compliance, Process Improvements, Trainings, Client Servicing, Customer Service Support, Pre Sales, Operations)

Sterling Information Resources India Pvt. Ltd – Mumbai.

June 2009 to December 2019

As a CIM Leader, I am responsible for client relationship management within designated Industry's.NASH team members report in to me.

Role & Responsibilities:

•Managed a team of atleast 100+ executives which included Leads/AM and DM supporting Voice/Non- Voice operations with customer service / sales.

•Managing the operations seamlesslyand timely SLA delivery along with maintaining high levels of employee and customer satisfaction.

•Establish & Manage Relationships / Engagement with the Clients.

•Oversee team – organize resources, set goals, carry out strategy from Executives and client on a day to day basis; reporting responsibilities.

•Team Following agreed governance model, escalation & communication plan.

•To ensure team members achieve agreed standards in relation to their job assignments.

•Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems.

•Provide expertise and leadership in assigned functional area.

•Manage all client interaction and communication, should front end the relationship with the client.

•Regular 1 to 1 with AM/DM and skip level with Agents.

•Manage & control attrition to the minimum and plan for back fills on a timely basis.Ensure team deliverables are met.

•Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and team work.

•Provide advice and assistance to senior management in planning, implementation and evaluation to existing operations. systems and procedures.

•Take weekly and monthly calls with clients to understand the expectations from the teams and provided updates.

•Ensure that all audit related issues are brought to a close.

•Identify and drive continuous improvements and initiatives in process.

•Coach & mentor Team lead so that they are able to manage their teams better

•To ensure that all internal customer queries are followed up on a timely basis

•Collaborate with internal teams, inter departments, cross functions across locations.

Sr.Technical Support Officer (Voice Based) Process

Convergys India Pvt.Ltd - Mumbai, Maharashtra May 2008 to May 2009

ULL - Optus DSL (Australian) Role and Responsibilities:

Installation, Troubleshooting Service, Billing, Retentions, Upsell Related Support & Team Support Reason of Leaving: For better prospects and growth.

Senior Technical Support Executive (US/ UK Voice Based)

Sutherland Global S (P) Ltd – Mumbai

October 2007 to April 2008

Process: Symantec Essential Horizon (Norton Security Software's) Role and Responsibilities

Installation, Troubleshooting, Pre Sales & Customer Service Related Support. Reason of Leaving: Process Moved to Other state.

Senior Technical Support Executive L2 (US Voice Based)

Stream International APAC – Mumbai

February 2007 to September 2007

Process: Earthlink (Internet Service Provider) Role and Responsibilities:

Installation, Troubleshooting for Dial Up, DSL Modems & Routers Pre Sales of Norton & ISP Related Software's.

Over Awaya Recorded Inbound calls.

Reason of Leaving: Process Closed (Shutdown)

Technical Head - Western Zone (Barcode/RF /Handheld / Readers Solution Provider Support)

Intercode Solutions - Mumbai, Maharashtra May 2003 to April 2006

Position: Technical Head - Western Zone (Barcode/RF /Handheld / Readers Solution Provider Support)

Roles and Responsibilities:

Technical Support to Corporate & Retail Customers/Branches & Dealers. Software Development & Integration with SAP, Oracle & Visual Basic

Based. Administration & Accounts Handling & Post Sales Barcode Printers, Scanners & Labels. Reason of Leaving: For better prospects and growth.

Senior Customer Support Executive

Efficient Data Processing Pvt.Ltd – Mumbai. October 2000 to April 2003

Roles and Responsibilities:

Technical Support to Corporate & Retail Customers/Branches & Dealers. Software Development & Integration With SAP, Oracle & Visual Basic Based. Administration, Accounts Handling & Post Sales Barcode Printers, Scanners & Labels

Reason of Leaving: For better prospects and growth

Education

Graduated in Electronics Year 2000 Mumbai University

Additional Information

Date of birth : 29th August 1978 Current CTC: 6.80 LPA

Notice Period: Immediate

Expected Salary: As per standard company norms. Place : Mumbai

Date : 18/03/2020

I hereby declare that the above given information is true and correct to the best of my knowledge and belief.

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