Ashish Kumar Ojha

E-Mail: adiwhn@r.postjobfree.com Mo: +919*********

An experienced and enthusiastic business graduate with 8+ years of experience. An expert in building & maintaining customer relationships and growing new and existing businesses. Highly analytical & professional with diverse experience in Customer Success, Project Management, Operations, Service Delivery. Professional Snapshot

ITIL V4 certified.

Managing small and mid-market customer to deliver the customer success within timeline and as per customer expectation.

Delivers contracted work on time, within budget, enabling the expected business benefits and to the client’s satisfaction, managing issues, risk, and dependencies successfully along the way.

Proficient in end to end completion of project including revenue (sale), revenue forecast, reduce churn and provide fanatical customer experience.

Current Experience

Job Profile- Customer Success Associate II, Rackspace Technology since Feb’19 CSA II is Responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. Additionally, expected to maximize the strength of the customer relationship by building a solid rapport with the client –identifying and taking advantage of sales, networking and opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.

• Ensure that their customers technical, administration and specialist support needs are met.

• Own customer relationships with out customer and handles queues.

• Responsible for maintaining service quality, service delivery performance and driving service excellence.

• Focus of work on pre-sale/post-sales or both.

• Meet all the monthly target which is related to revenue and NPS .

• Support the sales team by developing and maintaining positive customer relations with clients.

• Creating proposals and renewal documents for the customers.

• Maintain 85% renewal rate along with the monitoring churn rate identifying strategies for improvement.

• Resolving, and closing all critical and high-severity incidents. Performing normal and emergency changes as defined by the customer.

Job Profile- Service Request Manager (British Telecom) May’16 till Feb’19 Projects Name: Bristol-Myers Squibb (BMS)

The Service Request Manager role is the position within Project & Delivery Management who is responsible to provide end to services related telicom soluations. The SRM must understand the Agreement relative to which services are in scope and which are out of scope. The SRM must also understand the pricing in the Agreement like KPI, SLA, as it pertains to the various types of requests to be processed at the account. In addition, the SRM is for Service Request Management and is responsible for all end-to-end process till the billing, regarding every service requests. The SRM ensures adherence to the Service Request Process. Following are the roles and responsibilities of the Global Service Request Manager Lead:

• Responsible for adherence to the Order delivery Process.

• Responsible for the project scope documentation, requirements gathering, and delivery.

• Ensures Proposals are delivered on time globally.

• Responsible for continual process improvement opportunity.

• Maintains communications with Transformation team to ensure process integration and continual improvement opportunities.

• Owns the template and version control of all Service deliery Management documents (e.g. Proposal & Quote Template).

• To provide end to end ownership for all Telicom soultion being deliver to assign business Critical Custmer.

• strategically important projects with an ultimate goal of achieving Outstanding Customer Experience.

• Doing cost management, interacting with suppliers and providing quotation and RFP to customer for approval regarding hardware and software cost etc.

• Order placing for Hardware, Software and maintenance with cisco, Ingram Micro and Westcon/Comstor & other.

• Vendor management including forecasting, rate negotiations, demand management and lead time management.

• Raise POR, issue PO to vendor and do the receipting, coordinate with Vendor for quote with agreed discount and delivery. Once successful, send success advisory to customer & Financedepartment.

• For billing commencement and close the request.

• Marinating the Monthly Dashboard, creating monthly order reports and Supplier performance reports and sharing with Market Unit.

Job Profile- Sr. Associate MetLife GOSC Nov’13 till May’16 To Lead targets and delivering excellent standards of customer service. To take Ownership and accountability of SLA targets and drive to exceed or meet them at the minimum. To build a productive work environment and promote operational operational excellence within team. MetLife Sr. Associate is a key role within the overall operational framework. This role is accountable for met SLAs, CSAT and customer satisfaction. Managing work to deliver the service requests within timeline and as per customer expectation. Projects: MetLife Global Operation Shared Services. Accountabilities

• To lead a four people while ensuring that the necessary SLAs are met.

• Capture data associated with SLAs and provide necessary reports to Leadership.

• Develop and maintain the Service Delivery Plan, as required, including supplier lead times.

• Identifying Risk, Dependencies and Issues in advance to customer.

• Ensuring delivery of services to customer within agreed timescale

• Conduct performance monitoring and reviews, and setting performance goals accordingly

• Involvement in process improvement initiative such as LEAN or Six Sigma projects to facilitate process improvement.

• Identify training and development needs of the team and liaise with the training process specialist for the fulfilment of these where appropriate

• Coach and support new team members to help them meet the required standards

• Train to the new joinee for end to end oprational process.

• Ensure regular communication with team through team meetings, one to ones and day to day contact Job Profile- Associate at Steria India Pvt. Ltd Sep’ 12 till Nov’ 13 Projects: Lloyds Banking Group

Accountabilities

• Taking care of end to end Complex Service Request life cycle.

• Generating reports to update management about business performance.

• To analyze data that helps in forecast and timely resolution of issues/concerns if any.

• Setting targets/goals in maintaining required KPIs & SLAs.

• Managing the project in terms of its quality, accuracy, timeliness and completeness.

• Creating and sustaining a dynamic environment to foster development opportunities and to motivate high performance amongst Team members.

Prior Experience

Consim Info Pvt. Ltd. (India) Sep 2011 – Apr 12.

Job Profile: Relationship Executive (Sales)

Projects: Matrimonial Site.

Achievements

• Awarded the Rising star certificate for FY 2011-12

• Awarded the Star performer of Nov 2012.

• Awarded ‘Pat on back’ certificate from senior Management Academic Credentials

Master of Business

Administration (MBA)

Sikkim Manipal University 2017

Bachler of Commerce

(B. Com)

S.M.M.T.D. Collage 2009

Class 12 Commerce S.M.M.T.I. Collage 2006

Certifications

ITIL V4 Certified

Personal Portfolio

• Date of Birth: 07/03/1990

• Current Address: House No –330/B, Sector 12, Noida. India

• Marital Status: Married

• Passport no: P6941355 DATE:

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