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| Client Manager | | | Ref. Number: | CRM11446 | | |
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| Personal Information |
| Personal Profile: | Having around 6 years of experince in Internet Marketing, Project Management and Operations
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| Date of Availability: | 2 months notice |
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| Current Position |
| Current Job Title: | Client Manager |
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| Current Location: | Hyderabad |
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| Preferred Position |
| Preferred Job: | CRM and Operations |
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| Preferred Location: | Anywhere |
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| Education | 1. Masters Degree in Business Administration in CRM & Operations Management from National Institute of Business Management, India.
2.Post Graduate Diploma in Management Information System And Computer Applications (PGD-MISCA) from Osmania University, India.
3.Bachelors Degree in Computer Science (BSc) from Osmania University, India. | |
| Working Experience | Organisation : Acuserv Business Processes Pvt Ltd
Industry : Software/IT
Products/Services : Custom Software, Creative Services, SEO
Area Of Operation : Client Interface
Period : May’ 07 to Till date
Client Manager
Responsibilities:
>Managing relationship with the clients
>Conduct client meetings on a regular basis to review service delivery standards
>Consistently monitor and update the vulnerable client report with comments and action steps.
>Monitor and follow-up on client issues; escalate, when necessary.
>Respond to all requests on a timely basis.
>Elevate issues to management that need immediate attention.
>End to end project scoping, including budget and resource allocation
>Ensuring Service Level Agreements are met.
>Oversee and coordinate the day-to-day shift activities
>Ensure accuracy is maintained in jobs submitted to clients
>Responsible for quality and timely completion of all projects
>Develop strong inter-personal relationships with the team
>Develop an environment that provides motivation and development opportunities for the team
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Organisation : Ybrant Technologies Ltd.
Industry : IT/ITES (Non Voice BPO)
Products/Services : Custom Software, Creative Services, SEO, Back Office Support/Customer Support, eMarketing
Area Of Operation : Customer Support and Client Interface(SDD)
Nature : ISO 9001:2000
Roles : Team Leader, Assistant Manager, Manager
Period : October’ 2003 to May’ 2007
Manager - Client Interface
Responsibilities:
>End to end project scoping, including budget and launch management
>Ensuring projects run on time, to budget, and reflect business requirements
>Defining business objectives and initiating and running projects delivering on time to agreed quality standards
>Reporting project progress to the Client at regular intervals
>Serves as the primary liaison between Ybrant and the Clientele.
>Responsible for all user IT/SEO/Graphics/Customer Support activities, including development of both strategic and tactical plans, initiation of all projects and initial user requirements/project scope, project prioritization and oversight, identifying project costs.
>Ensuring Service Level Agreements are met.
>Arranging for structured team meets to identify and help resolve issues. Conduct one to ones, performance appraisal sessions.
Asst. Manager - Customer & Business Support
Responsibilities:
>Handled a team of 13 Executives
>To handle the operations of CSR and BSR teams working on Email Campaigns, Email Ticketing, Chat support, KPO related process.
>Arranging for structured team meets to identify and help resolve issues. Conduct one to ones, performance appraisal sessions.
>Ensuring staffing and occupancy levels for the complete program.
>Organizing induction programs for the new team members
>Taking care of ISO documents for the CSR/BSR teams
>Frequently assessing client’s satisfaction levels using a client feedback schedule program.
>Produce, analyze and interpret MIS and plan for effective utilization of resources.
>Having sound knowledge in Campaign Management, Affiliate Management and Internet Marketing. Worked on different process and streamlined several processes including KPO research work.
>To Interact (chat, email, phone) with the clients on regular basis
>Part of the Quality Team and acted as DQR (Divisional Quality Representative) for the BPO division.
>Ensuring quality Auditing is done on timely basis and feedback is given to the client.
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Organisation : Odyssey India Pvt Ltd.,
Industry : Retail
Products/Services : Books, Cards, Gifts, Toys, Music, Stationery
Area Of Operation : Back Office, MIS
Role : Back Office In-charge
Period : September ‘02 to September ‘03
Responsibilities:
>Handling Daily Reports.
>Taking Daily Back-up of the Transactions
>Coordinating with the suppliers
>Maintaining Stock Inward and Outward
>To Update the RMS Software
>Coordinating with front office staff for regular returns of the stock.
>Preparing MIS Reports. | |
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