Anish Menon

• Managing service delivery to maintain and enhance client satisfaction.
• Building long-lasting client relationships based on requirement gathering, accurate price quotes, timely delivery of projects and customer-centric terms.
• Monitoring and analyzing customer feedback to identify opportunities for improvement.
• Coordinating with production teams to facilitate timely and efficient delivery of client projects.
• Monthly maintenance, reconciliation and approval of cost sheet and invoice generation to meet the revenue targets.
• Develop, maintain and utilize diverse client base through bi-weekly follow ups .
• Evaluating client needs and developed tailored solutions to increase positive customer ratings.
• Manage risk through effective communication in instances of delays in project delivery.

• Manage Client service requests on a daily basis which includes theater show bookings and Digital packaging of movie content.
• Managing the everyday tasks like creating fresh movie title pages, Digital Cinema knowledge updates, theater bookings and encrypted key creation for theatrical and Bel-Air (private) screenings.
• Handled a team of 4 Specialists.
• Handling Hollywood Studio contacts to ensure the completion of their requirements before, during and after a movie release.
• Segregating the billable categories of each studio and creating invoices for Accounts Receivable.
• Send blast emails to nationwide (US & Canada territories) theater networks to intimate them of the satellite upload and transmission status of new releases.
• Keeping a track of any transmission/hard drive delivery failures to theaters to ascertain the next steps to ensure no scheduled shows are missed.
• Keeping open communication channels with various international courier services (UPS, FEDEX, DHL, MDI) in the North America and Canada regions for smooth operation and delivery of movie content.

• Managing a team of 20 resources providing regular insights on their performance and track day to day activities
• Provide coaching and learning support for new joiners.
• Prepare weekly performance reports and KPI data.
• Conducting weekly calibrations with clients/internal teams.
• Maintain and manage performance and administrative trackers on daily basis.

• Process Training for New Hires
• New Hire training on product and communication
• Involved in the hiring process to evaluate potential candidates based on communication and aptitude
• Week-on-week performance evaluations to be shared with internal and external stakeholders
• Monthly MIS reporting
• Co-ordinate with the complete training team to ensure timely MIS updating
• Weekly tracking on training throughput data and new hire performance data
• Maintenance and Update of Training material
• Liaising with the clients on monthly calls to audit on existing training modules
• Ensuring that the training material/process bible is up to date with any recent updates
• Alerting the stakeholders on new updates for timely refreshers across the floor to all agents (existing and new)
• Conducting weekly calibrations with clients/internal stakeholders
• One calibration with internal stakeholders to work on performance reviews and understand error types to develop material for refreshers
• Weekly client calibrations with stakeholders and offsite vendors review weekly progress (CSAT and other performance indexes) and update on training progression and new updates training plans.

• Industry Type : Mobile Service Provider
• Reporting, Team Manager

Job Description:

• Customer Troubleshooting
• Payments and Billing
• Documentation of customer grievances

• Customer Service executive for CCRT (US based credit card service)
• Handle and support customer queries and complaints

Achievements:

• Promoted to Floor Walker in February 2008
• Assigned for Call Monitoring within the team
• Recognized as one of the best CSE in the Annual Meet, 2007
• Represented the company at the Mumbai Marathon in 2007