Calab Kodmal

Job Description:
As Senior Manager of Customer Service, I was responsible for managing all aspects of the customer service function to ensure all customer needs are met. Played a critical role in the overall delivery of support to our customers.

Duties & Responsibilities:
⦁ As Senior Manager, I lead and direct the development and management of a global customer service which is capable of handling any and all Customer Service functions in an effective and efficient manner.
⦁ Define and lead the implementation of continuous improvement initiatives to provide exceptional service.
⦁ I always practiced to prioritized work and worked independently to accomplish organizational goals.
⦁ Believe in clear and consistent communication with internal and external stakeholders/customers.
⦁ Develop, track and analyze key performance indicators that provide an outstanding customer experience.
⦁ Work with various teams like Product Management, Engineering, Sales, Strategic Partner alliance, etc to identify the current gaps in the process, share valuable inputs for new products, campaigns, etc from CS aspect
⦁ Represent Customer Service on various enterprise projects to drive quality planning and execution of operational and company initiatives.
⦁ Collaborate and built strong relationships with internal teams and customers. Communicate key customer insights to necessary departments.
⦁ Global logistic management of the Scanner Appliances, processing RMA, Shipping and Collection of Scanner appliances globally
⦁ Executed appropriate staffing and budgetary plans to align with business forecasts.
⦁ Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees. Manage customer service staff, communicate job expectations, and perform appraisals and job reviews.
⦁ I was always keen to improve customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing/communicating service metrics and monitoring and analyzing results.
⦁ Quickly learn new concepts/products and apply learnings to improve the business.
⦁ Drive the use of consistent tools and processes across the global customer service.
⦁ Create, implement, and enforce Customer Service department policies and procedures.

• Managing the global Customer Service team efficiently to build a high performing team to improve the customer experience.
• Create and implement effective work procedures, training plans that will enhance the organization and Customer support, operating procedures and standards
• Improve customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Provide necessary feedback, training, to improve accuracy, eye for detail, productivity, and quality and overall work standards to develop more opportunities for fellowship within our organization.
• Audit customer service procedures and trends and determines system improvements. Enforce company policies and procedures.
• Set and monitored SLAs and KPIs to achieve department targets.
  Managed over 50 calls & chats per day.
• Evaluated hiring and promotions requests
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
• Examined quarterly financials to determine business operating capacity
• Implemented and developed operational standards, policies and procedures
• Executed appropriate staffing and budgetary plans to align with business forecasts
• Held monthly meetings to create business plans and workshops to drive successful business
• Recommended and implemented successful strategies to maximize revenue
• Organizing the workflow for global Customer Service team, resolve complex issues, come with solutions to improve the Customer Service procedures
• Review and update procedures/documents to meet external audits (SOC, Federal, etc)
• Decision making on various Customer Service operations and setting right expectation with various stakeholders
• Balance the workload, trust, and respect each one's thoughts/ideas to ensure they get better and perform effectively
• Manage marquee customer escalation, understand the root cause, and implement the best ways to de-escalate the conflict
• Work with the team to ensure they are equipped to manage their responsibilities, simplify responsibilities, and monitor to find out if anything needs to be improved
• Finding ways to build a solid Customer Service team globally and explore new possibilities to make things better
• Collaborating with several stakeholders to drive various projects for Customer Service, owning complete responsibilities to deliver them timely
• Work with various stakeholders to successfully drive the automation/improvement piece and focus on closing the open items
• Work with various teams like Product Management, Engineering, Sales, Strategic Partner alliance, etc to identify the current gaps in the process, share valuable inputs for new products, campaigns, etc from CS aspect
• Observe team's performance to identify their strengths and weaknesses accordingly take necessary actions to help them improve on those aspect. Ensure that all tools and applications needed for team members are available and working perfectly to enable smooth flow of operations
• Work on the user interface to gain fair knowledge and understanding of all Qualys products and identify gaps to fix them
• Global logistic management of the Scanner Appliances, processing RMA, Shipping and Collection of Scanner appliances globally
• Believe in Teamwork and strongly focus to form a Crew
• Lead and understand data analytics part to help building and pulling different reports/dashboard for CS related SO's/Opportunities/ cases to measure teamwork and share it with higher leadership

• Sync up with the other stakeholders like Engineering, Finance, SFDC, OPS, etc to simplify/define the CS procedures.
• Document any new learnings and ensure the team is aware and adopt new learnings. Update CS resources QWIKI, Community, etc.
• Worked with multiple teams to streamline CS process. Actively working to make CS process well-organized and more effective.
  Working with different stakeholders to drive new projects. Playing a key role with successful projects like India Billing Project, India NAC Billing, etc. Effectively define and document the end-to-end process. Assisting new acquires like QMobility, Nevis, etc to understand and line up the process.
• Driving Catapult2 project, E&M process, etc from CS aspect. Supporting and handling urgent/critical customer requests during weekends to ensure customer satisfaction. Effectively managing the schedules for team members and making myself available whenever required.
  Delegate, review and monitor day-to-day CS task/operation. Running team meetings to discuss/explain process updates.
• Coach/guide and evaluate CS reps to understand overall CS process including new hire. Involve when necessary to support team in resolving issues.
• Ensure that the team addresses all CS related requests via email/chat, etc. Work with key executive members to obtain necessary awareness. 1-1 discussion with team members to develop efficiently.
• Provide effective feedback on errors/mistakes.
  Driving all CS high level activities to successfully manage the business necessities.
• Playing a vital role during EOQ’s with proper co-ordination with counterparts. Regularly sync up with stakeholders to understand/discuss CS aspects to build a solid CS team globally.
• Successfully managing the team for two years regardless of challenging situations.
• Proven skillset to work and drive the team to deliver under any circumstances. Overall managing the team effectively.

• Be on top of new/tricky scenarios which eventually helped me to build strong decision-making abilities.
• Absorb in any new Qualys business apps and completely understand the CS responsibilities.
• Co-ordinate with other departments (SFDC, Operations, Finance, Sales Management etc) to bring proficiency in handling CS duty.
• Build solid expertise in overall CS process which helps to handle CS cases/request locally reducing turnaround time/delays.
• Play a key role to handle PCP request.
  Delegate, review and monitor day-to-day CS task/operation.
• Schedule regular team meetings to fill the process gaps, motivate and encourage team members.
• Coach them to understand overall CS process including new hire. Intervene when necessary to support them in resolving issues.
• Assure that the team addresses all CS related requests via email/chat, etc. Work with managers and key executive members to obtain necessary knowledge to support whenever required.
• Take complete ownership to attain all questions from team members efficiently. Ensure the team has all the information they need to perform their responsibilities.

• U2
• Applications:
• Phoenix Geneva, Crystal Reports, Classic, Concerto
• Work Order Processing for Invoice Generation
• Generating invoice through customer portals and also manually generating invoices
• Maintaining account statements on monthly basis for different customers
• Posting invoices to the Global Finance Platform received from Customer/Channel Partners/Affiliates
• Interacting with different teams such as Sales/Order Managers/Customers Implementation Team
• Extracting and Maintaining different types of reports pertaining to billing
• Process Adjustments/Corrections/Revisions
• Maintaining Exchange Rates on monthly basis
• Analysis and calculation of Credits
• Handling Customer queries/complaints pertaining to billing
• Accurately updating customer billing information
• Followed RFT (Right First Time) to maintain Quality % for the team
• Achieve the KPI/SLA & CSAT
• Investigation on billing CDR's, coordinating with concern team for missing CDR's and rating them
• Support the customer database management activity and handling adhoc request
• Handling & Monitoring different types of requests received from cross functions, IT Team, Client & Customer
• Coordinating and providing details to internal auditors for ISO.

• Interacting with International customers via back to back calls
• Handling Customer queries/complaints
• Sat in on meetings, hearings and conferences to document activities.
• Trained and mentored junior administrative team members in procedures.
• Upselling VAS features to clients on call
• Handling customer escalations
• Improve Customer Experience