Beena Kavelchand
Solution Architect | Pre Sales | Service Delivery
Bangalore,KA
Summary
Experienced Solutions Architect with over 13 years of experience in IT industry (Pre-Sales and Service Delivery).
Data Center | Colocation| | Pre-Sales | Solutions Architect | Network Design & Implementation | Service Delivery | Project Management |
- Enthusiastic Solutions Architect/Service Delivery Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
- Clear understanding of Pre-Sales and Service Delivery.
- Motivated to learn, grow and excel in IT industry.
- Exceptional communication, collaboration & team building skills with proficiency in grasping new technical concepts quickly and utilize in a productive manner.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
5
5
Languages
Work History
Service Delivery Analyst
Evoque Data Center Solutions
09.2019 - 07.2020
- Documents customer interactions in ServiceNow and Salesforce ServiceNow daily to support a seamless experience across the customer lifecycle
- Manages customer implementation of Evoque's products and services, including customer installations and related projects - monitor and summarize process of project schedule, evaluate and analyze risk
- Manage multiple related implementations in parallel
- Recommends process and procedures with a focus on customer experience and continuous improvements
- Prioritize and drive resolution on escalated customer issues
- Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response
- Ensures issues are resolved and implements corrective actions with urgency
- Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow
- Act as a liaison between Sales, Sales Engineering, Product, Billing, IDC Operations and Service Delivery
- Assists with the resolution of customer related billing issues
- Oversaw appointment scheduling and itinerary coordination for both clients and respective teams
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
Senior Associate, Technical Consulting
AT&T
07.2016 - 08.2019
- Assisting TSCs, Sales Executives and Customers in selling and ordering Colocation Services.
- Working closely with Sales/Account Executives in understanding the requirement.
- Servicing Colocation customers by generating accurate Technical Order Forms based on the received Service Requests.
- Supporting the Sales/Account Executive by participating in customer calls.
- Creating Technical Order Forms, pricing and contracting.
- Gathering the customer needs and working with various stake holders like Product House, IDC's and PIM and generate Work Request to route to ICB for custom pricing.
- Designing Data Center solutions that adhere to the appropriate power configuration and density requirements unique to each AT&T IDC.
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
Solution Architect
IMSI India Pvt Ltd
10.2014 - 07.2016
- Assisting TSCs, Sales Executives and Customers in selling and ordering Colocation Services.
- Working closely with Sales/Account Executives in understanding the requirement.
- Servicing Colocation customers by generating accurate Technical Order Forms based on the received Service Requests.
- Supporting the Sales/Account Executive by participating in customer calls.
- Creating Technical Order Forms, pricing and contracting.
- Gathering the customer needs and working with various stake holders like Product House, IDC's and PIM and generate Work Request to route to ICB for custom pricing.
- Designing Data Center solutions that adhere to the appropriate power configuration and density requirements unique to each AT&T IDC.
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
Distributor Services Officer
Herbalife International India Pvt Ltd
03.2013 - 10.2014
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exceeded goals through effective task prioritization and great work ethic.
- Maintained excellent attendance record, consistently arriving to work on time.
- Maintained energy and enthusiasm in fast-paced environment.
Subject Matter Expert
Infosys
07.2007 - 12.2012
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Ensuring the quality in the response and services to customers.
- Constantly monitoring quality of the team and giving feed back to the individuals.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols. Met all customer call guidelines including service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Education
Bachelor of Commerce -
Mount Carmel College
Bangalore 06.2004 - 03.2007
Pre-University -
Pre-University
Bangalore 06.2002 - 03.2004
SSLC -
Vyalikaval Education Society
Bangalore 06.2001 - 03.2002
Skills
Excellent Communication
Certification
Lean/Six Sigma Yellow Belt
Achievements
- Received appreciation emails from Manager and CEO for handling issues within critical time frame
- Received appreciations and awards from clients and managers for efficiently closing several critical issues to the customer's satisfaction
- Have received appreciation from both managers and our valued customers for efficiently resolving the complaints
Timeline
Service Delivery Analyst
Evoque Data Center Solutions
09.2019 - 07.2020
Senior Associate, Technical Consulting
AT&T
07.2016 - 08.2019
Solution Architect
IMSI India Pvt Ltd
10.2014 - 07.2016
Distributor Services Officer
Herbalife International India Pvt Ltd
03.2013 - 10.2014
Subject Matter Expert
Infosys
07.2007 - 12.2012
Bachelor of Commerce -
Mount Carmel College
06.2004 - 03.2007
Pre-University -
Pre-University
06.2002 - 03.2004
SSLC -
Vyalikaval Education Society
06.2001 - 03.2002