Manager - Service Delivery
Resume:
IAN MONTEEN
**/* *, ****** ***** f i r s t s t reet
Ayanavaram Chennai 600023
i *********@*****.***
E X P E R I E N C E
SECOVA April 2016 - Present
Manager
Manager
Manage a mixture of large banking clients and smaller hedge fund clients. Manage the client relationship from a service quality and operations perspective and ensure delivery to its service level agreements,
Act as the client advocate on operational and service management matters . Lead customer interaction on service related issues and orchestrate actions to ensure quick resolution.
Be commercially minded and work in close proximity with the account management team to position business retention, contract renewal and service extension. Have an understanding of both the business and technical aspects of working with the client. KEY RESPONSIBILITIES
Have detailed knowledge of the services provided to each account . Understand the e ect a service outage may have from the client perspective. Be responsive to the client in any and all requests or issues. Act as an escalation point for issues reported.
Provide weekly/monthly client reports on service requests and issues. Update ticket tracking systems for requests and issues (ensuring client visible comments are accurate, relevant and dated correctly.
Liaise with technical teams for most recent updates and gain an understanding of the outstanding deliverables.
Ensure timescales are within reach and if not update reports to re ect ability to deliver. Hold weekly/monthly meetings with client by conference call Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to line management.
Manage small projects and requests through to delivery. Scope request deliverables.
Liaise with client and other third parties to gather required information. Ensure any change of scope is referred back to the account manager for billable services. Provide and or update Forms of Agreement where needed . Ensure tasks are allocated and being progressed e ectively. Facilitate hand over of larger projects to the PMO group. Maintain an active interest in the running of the project. Attend all client project update meetings.
Provide feedback to account managers.
Be the contact point for PMO in case of delays, issues, changes of scope resulting in increased costs etc.
Build relationships and rapport with key client contacts. Record and update client contacts lists for escalation / service outages and key contacts for other business aspects IE billing.
Help de ne and improve client SLA’s.
Ensure all client services are billed correctly with the accounts department SUTHERLAND Aug 2014 - April 2016
Senior Consultant
Technical support for swiftpage- CRM software
ACOLYTE RESOURCE GROUP Pvt Ltd Nov 2011 - Aug 2014 Project Manager
Incharge of running operations for a Social Media 2014 project Reporting to client on a daily bases with day to day updates.. Managing a team of 10 members.. Knowledge sharing and training. Implementing new projects and overlooking contracts. Interviewing candidates for the job.
INFOTRONICS Jan 2009 - Nov 2011
Quality Analyst
Listen to call and rated the call according to quality 2011 parameters, provide feed back, provide adequate training in necessary.
MERIT SOFTWARE Jun 2007 - Jan 2009
Team Leader
Took care of day to day call assigning to team 2009 members. OBJECTIVE
To seek a dynamic and challenging
career i n an o rganisation for making
positive contribution towards t he
o rganization and to f i nd an
environment to improve necessary
skills and knowledge to help push
both t he company and myself forward
to success.
SKILLS
Attentive l i s tening and effective
t h i nking
Critical t h i nker
Great a t p roblem solving
Dedicated and d r i ven as a hard-
working i ndividual
Ability to quickly c reate and apply
i deas and solutions
Quick t h i nker
T ime Management
Ability to o rganise and coordinate
a f roup
INTERESTS
S i nging, dancing,reading
Was a good sports person and got
many certificates i n school and
d i s t r i c t l evel
LANGUAGE
F l uent i n English and Tamil
Created and provided day to day reports to go for upper management. Adhoc audits to ensure call quality.
WIPRO BPO Jan 2006 - Jun 2007
SME( Subject Matter Expert)
Wipro- SME for a software which allows you to stream big brother, play online games,music Technical support and handled customer retention.
NET VISION Jan 2005 - Jan 2006
Tele- caller
Net Vision tele caller for a 3G mobile carrier based in UK. E D U C ATION
HSC at Doveton Corrie Hr.Sec.School 2002
SSLC at Bosco Academy Higher Sec. School 2000
C O M M U N I C ATION
Excellent written communication skills.
Excellent verbal skills, able to present to peers, client and the business via phone or in person.
Able to take meeting minutes and provide documentation write ups.
Presentations and business documentation creation will be required T E C H N I C A L S K I L L
Good knowledge of Word, Excel, Outlook and other o ce applications. VOLUNTEER E X P E R I E N C E
Taken part in lot of competitions for both singing and dancing in both school level.
Have received a number of appreciations from Merit Software.
Have Received a Certi cate in Wipro for the most Customer Satisfaction and Quality.
Have Received a Certi cate in Sutherland Global as the top 5 Customer Satisfaction and Quality globally.
D E C L A R ATION
I hereby declare that the above furnished information is true to the best of my knowledge. Place : Chennai
S i gnature:
I an Monteen
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