Aakash Ratra
Customer Sucess Manager
Delhi
Summary
Experience in customer service management focused on integrity of services. Customer/client requirement gathering and knowledge of providing relevant solution. Skilled in team building and management with demonstrated success, Working as a Customer advocate.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Assistant Customer Success Manager
Orange Business Services
GURGAON
10.2022 - Current
- Working as primary customer liaison for implementation and ongoing operations for contracts to generate sales leads, drive technical service improvements and robust processes for managing service relationships with customers and ensure network and process optimization and relationship management including post product implementation
- Execute a comprehensive engagement and communication strategy that proactively maintains high customer satisfaction
- Participate in customer engagement reviews and provide service improvement recommendations as required
- Contribute to the customer operation configuration design (preparation, configuration and acceptance testing)
- Worked on Lead Management Project starting from Design to Transition phase
- Responsible for change management, Incident management, Availability management, Financial Management, contract management and customer loyalty
- Manage Service Level Agreements (SLA's) for assigned customers and ensure that all contracted/agreed service levels are met for each element of the services delivered
- Creating a repository of key documents for internal team consumption for various processes -Capacity Management, Availability Management, Asset and Configuration Management, Incident Management, Problem Management
- Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures
- Providing first level of supervisory management to a work team that includes professional roles
- Monitor & understand customer usage from dashboard and reports
- Understanding customer success metrics & the business context during contract onboarding process and working on operational onboarding of customer post delivery
- Understanding Customer’s requirement & mapping the same with the existing product and solution portfolio, organizing product workshops to educate customer touch points to showcase where a product fit in a customer’s digital journey and future customers scalability plans
- Introduced CSI project and leading daily CI huddles to remove the gaps in existing process and smoothen the work
- Working on Inventory Reconciliation & having review meetings with customer in the context to their business
- Monthly customer billing by ensuring bill accuracy, Accountable for resolution of billing issues and escalate cases, ensure billing remains consistent with contract and client expectations
- Raising Change requests on tool and getting it approved from various stake holders, connecting with different stakeholders and scheduling the change calls
- Attending CAB meetings Preparing Change Reports and Providing Service Maintenance Details to Customer
- Preparing and reviewing Incident Report with Power point Presentation for client Meetings, Attend BRM and MSR meetings with customer and review of RFO Details and updating the same details to customer
Assistant Customer Success Manager
WNS Global Services
GURGAON
12.2021 - 10.2022
- Execute a comprehensive engagement and communication strategy that proactively maintains high customer satisfaction
- Perform periodic customer success reviews that confirm satisfaction, resolves issue
- Offloaded 70+ customers into Centre of Excellence in a span of less than 6 months with extremely positive feedback from Customer Service Manager
- Taking care of Post Sales activities and grow relationship with decision makers at customer’s end
- Working on billing dispute cases related to inventory, PR, PO & SLA
- Automate and Optimize Service Management Processes in the COE with Robotic Process Automation and Standardization in the process
- Identified various training needs of the employees and mentored/ coached the team, Preparing Process Documents
Incident Management Professional - L2
British Telecom
GURGAON
03.2017 - 11.2021
- Monitoring Incident Queue on NGSD Tool, Working on Incidents with respect to various priorities
- Worked on LAN, WAN, Wireless, AP and Firewall related Incidents being L2 Engineer used to make sure that L1 are efficiently performing the assigned tasks and we are meeting SLA’s
- Monitoring queue from Expedio/SNOW & work on scheduled requests
- Perform troubleshooting of WAN routers on day-to-day basis to ensure minimum downtime & maximum availability/connectivity of network within SLA
- Switch Port Allocation (Client port) for PC/Printers/Phones and other devices, Switch Ports Allocation for Server ports, Allocating IP addresses for Servers via IPAM tool
- Reset counters and providing port dumps, Tracing of MAC addresses and provide switch port information, Trace IP addresses and provide switch port information, Reclaim and Disable the Ports
- De-commissioning of server Ports/IP’s, working on Ad-hoc Port move Scripts, validate information provided by customer through various tools & systems
- Manage calls & emails related to ports configure requests, monitor team shared mailbox and reply in a timely manner, Send monthly reports for CAT5 requests
- Dealing with LAN, WAN, Firewall & DNS platform changes
- Worked on Normal, standard and emergency changes, being a SME of service request fulfillment team making sure we understand customer request as per SR and request has been fulfilled on time
- Manages / owns the complete life cycle of a change and Service request
- Training the team members about the change process, Service Request Fulfillment process and Continuous improvement
- Sharing & collecting improvement ideas from the team & working towards continual improvement
- Create Process Guidelines and other relevant documents for the team
Project Engineer and Incident Management
Wipro Technologies
New Delhi
09.2014 - 03.2017
- Providing first level of technical support over the phone/chat (Microsoft Lync) to all users
- Handling outlook, telephonic, CCTV and may more applications issues, Handling incoming incidents via the phone / e-mail promptly and effectively
- Diagnosing and resolving a wide range of technical issues over the phone and emails
- Provide troubleshooting and configuration support for client desktop and networking environment
- Involvement in Implementing the Escalation matrix and procedure to inform higher Management during Outage
- Maintaining flight records to update Staff pages and Make Sure Airport Operational Services are up and running
- Experience in administrating IBM WebSphere application server
- Initial phases include the transition of knowledge from CITI SME's, preparing documentation and checklist for the build implementation
- Analyzing the Build Intake request (through RFC) and revert to SME’s if any data insufficiency /incorrectness
- Created instances for web server (Sun One, IHS) and Application server (WAS CE), Installing and configuring Web Sphere SSL Certificates
- Generated http plug-in configuration from WAS ND Application instance and imported same on web server side on issue occurrence
- Creation of VIP for UAT, PROD & COB using Tools GNCC –LBO
- Created WAS profiles, cluster, and Node and application servers using CITI Automation Tool (CAS)
- Deployed some sample applications through console, Server restarts, applications up gradation and checking the listeners ports and performing regular backup of critical file systems, planning & reviewing backup
Education
PGDM -
Symbiosis University
Bachelor of Computer Application - undefined
CCS University
Skills
- ITIL 4 Foundation
- Incident Management
- Change Management
- Configuration Management
- Service Request fulfil management
- Continuous Service Improvement
- Problem Management
- Order Management
- Availability Management
- Capacity Management
- CCNA (R&S)
Routing Protocols
- Basic Knowledge of Cloud Computing
- WebSphere Application Server
- Service Management Tools: BMC Remedy
SNOW, Expedio
Putty, NGSD,BFG
- Salesforce
Personal Information
- Father's Name: Khushdil Ratra
- Date of Birth: 11/02/93
Timeline
Assistant Customer Success Manager
Orange Business Services
10.2022 - Current
Assistant Customer Success Manager
WNS Global Services
12.2021 - 10.2022
Incident Management Professional - L2
British Telecom
03.2017 - 11.2021
Project Engineer and Incident Management
Wipro Technologies
09.2014 - 03.2017
Bachelor of Computer Application - undefined
CCS University
PGDM -
Symbiosis University
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