Bobby
Bangalore
Summary
- Over 11 years of professional experience in customer service and leadership roles
- Proven ability to thrive under pressure and collaborate effectively within teams
- Excellent communication skills, adept at building and nurturing long-lasting relationships
- Self-motivated and goal-oriented with a strong work ethic Highly flexible and resourceful, committed to achieving results Demonstrated leadership skills and a track record of success in guiding teams towards common objectives
- Completed PMP certification training, showcasing dedication to professional growth and project management expertise
- 6 years of experience supporting as an Implementation Manager, demonstrating proficiency in project management and execution
Overview
13
13
years of professional experience
Work History
Managed Services Implementation Manager- Team Lead
Accenture
Bangalore
06.2020 - Current
- Leading a team responsible for the implementation and deployment of managed services solutions for clients
- Coordinating with cross-functional teams to ensure successful project delivery within scope, budget, and timeline constraints
- Acting as the primary point of contact for clients, addressing inquiries, providing updates, and managing expectations throughout the implementation process
- Conducting regular meetings with team members to assess progress, identify issues, and implement corrective actions as needed
- Providing guidance and support to team members, fostering a collaborative and high-performance work environment
- Ensuring adherence to quality standards and best practices in service delivery
- Managing escalations and resolved conflicts both internally and with clients to maintain positive relationships
- Identifying opportunities for process improvements and implemented initiatives to enhance efficiency and effectiveness.
Managed Services Project Manager- SME
Accenture
Bangalore
03.2018 - 05.2020
- Acted as the subject matter expert (SME) for managed services projects, providing in-depth knowledge and guidance on technical aspects and best practices
- Collaborated with sales and pre-sales teams to understand client requirements and develop customized solutions
- Led the planning and execution of managed services projects, ensuring alignment with client objectives and organizational goals
- Provided technical leadership and direction to project teams, including engineers, analysts, and other stakeholders
- Conducted thorough assessments of client environments to identify opportunities for optimization and efficiency gains
- Acted as the primary point of contact for clients, addressing technical inquiries, providing recommendations, and resolving issues
- Facilitated knowledge transfer sessions and training programs for internal teams and clients to enhance understanding of managed services offerings
- Contributed to the development of service offerings, methodologies, and tools to support continuous improvement and innovation
- Prepared and presented reports, project status updates, and performance metrics to stakeholders at regular intervals.
Master CCP in Consumer cards (CPS) -Voice
American Express
Gurgaon
01.2015 - 01.2018
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services and process related improvement to management by collecting customer information and analyzing customer needs
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with charge disputes
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read disclosures over calls
- Handle changes in policies or renewals
- Resolve customer complaints via phone, email or mail.
Process Developer in Collections Process-Voice for British Gas
Genpact
Gurgaon
11.2012 - 03.2014
- Monitoring accounts to identify overdue payments
- Finding and contacting debtors to arrange debt payoffs
- Keeping accurate records and reporting on collection activity
- Investigate historical data for each debt or bill
- Trace and contact clients to ask about their overdue payments
- Take actions to encourage timely debt payments
- Process payments and refunds
- Resolve billing and customer credit issues
- Update account status records and collection efforts
- Real-time support and assistance for questions related to policies and procedures of the process
- Handling supervisor calls.
Associate in Semi-Tech Process-Voice for Verizon
Wipro Bpo Ltd
Jasola, Delhi
11.2011 - 10.2012
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP, and more
- Research required information using available resources
- Follow standard processes and procedures
- Identify and escalate priority issues per Client specifications
- Redirect problems to the appropriate resource
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Follow up and make scheduled call backs to customers where necessary
- Stay current with system information, changes.
Education
MBA -
Guru Gobind Singh Indraprastha University
01.2009
BBA -
Guru Gobind Singh Indraprastha University
01.2006
Skills
- Customer Service
- Leadership
- Communication Skills
- Building and Nurturing Relationships
- Self-Motivation
- Goal-Oriented
- Team Collaboration
- Implementation Management
- Cross-Functional Coordination
- Client Relationship Management
- Quality Standards
- Conflict Resolution
- Data Analysis using MS Excel
Accomplishments
- Recipient of the prestigious Encore Star of Business Award on multiple occasions, acknowledging outstanding contributions to the organization's success.
- Recognized as a 'Retention Rockstar' with two consecutive awards during leadership tenure, demonstrating exceptional skills in talent management and team engagement.
- Instrumental in implementing numerous innovative ideas on we@accenture platform, enhancing operational efficiency and fostering a culture of continuous improvement.
- Conducted comprehensive training sessions for newly onboarded employees, ensuring swift integration and proficiency in job roles.
- Successfully spearheaded a client-focused project targeting aging orders from 2023-24, driving significant improvements in process efficiency and customer satisfaction.
- Initiated and led several strategic initiatives aimed at enhancing Process SLAs, resulting in notable improvements in service delivery metrics.
- Acquired specialized expertise in Managed Services Tool- ESP, enhancing efficiency and effectiveness in project management and service delivery.
- Consistently achieved an outstanding score above 4.5 on the Gallup Team Lead Survey every quarter, reflecting high levels of employee engagement and satisfaction.
Academic Projects
- MBA- Recruitment Process in NTPC, 2 months, NTPC Ltd., Project Report on 'Recruitment Process in NTPC' during MBA-4th sem.
- MBA- Industrial Relations And Welfare Schemes, 2 months, NTPC Ltd., The project was developed as a study about Industrial Relations and Welfare Schemes in NTPC Ltd.
- BBA-Economic Budget 2004-05, Marketing of Himalaya Herbal Products, NTPC- Competencies required in new Economic milieu
Activities
- Adventure course of 25 days in mountaineering from NIM, Uttarkashi.
- Participated in various painting and drawing competitions in school and college.
Other Details
DOB: 09/16/1986
Languages known: Hindi, English
Timeline
Managed Services Implementation Manager- Team Lead
Accenture
06.2020 - Current
Managed Services Project Manager- SME
Accenture
03.2018 - 05.2020
Master CCP in Consumer cards (CPS) -Voice
American Express
01.2015 - 01.2018
Process Developer in Collections Process-Voice for British Gas
Genpact
11.2012 - 03.2014
Associate in Semi-Tech Process-Voice for Verizon
Wipro Bpo Ltd
11.2011 - 10.2012
MBA -
Guru Gobind Singh Indraprastha University
BBA -
Guru Gobind Singh Indraprastha University
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