Christopher James

• Accenture Pvt Ltd - Pratt & Whitney Canada: July 1, 2011 - Till Date

Role: Customer Service Representative -

• Taking Calls and Working on Emails
• Help customer Navigate the Commercial Portal and help them to Place New Order, Renew Subscriptions, Reset Password (self help), Submit Warranty Claims, Submit Work Authorization, Add Fleet details, Add / Modify Personal Contact details, investigate/process refund/invoice cancellation/credit note, Investigate & Process Portal Registration.
• Cash Sheet Management - Applying of payments received to the correct orders and generating invoices

Role: Subject Matter Expert (SME) -

Offsite Coordinator Role - POC for any process changes, escalation and/or urgent requests coming from clients directly.

• Delegating of critical tasks to agents basis their expertise and availability
• Transition to Canada to see how the business works and work culture more closely by being there with clients and stakeholders
• Engaging in critical Client calls and handle escalations as and when received
• Weekly Dive calls and perform detailed investigation on escalations received and provide Corrective Resolution and Prevention Actions
• Owning and Supervising multiple sub processes like : Finance (Refund/Credit Note/Invoice Cancellation/Payment Tracing - wire transfer/credit card & Credit Account), Orders On Hold, Approved Repair Suppliers yearly renewal, Renewal of Subscriptions process, Technical Data Agreement Validation/Approval/Rejection, MasterData requests for Address & Name Change, Best Fit Account, Account Clean up

Role : Operations Lead -

Taken over the role of process trainer for the new joiners along with the Operation Lead

• Review/Completion & Sign Off from Clients on process Responsibility Matric
• Review, updating process related cookbooks and getting sign off from clients
• Diligently handling and managing critical client calls - weekly Dive call, Daily review calls and Weekly sales call with Tech Pubs Managers with zero noise and observations
• On achieving KPI Matrix (1/5/15 days closure)
• Minimum escalations from clients/customers and frequently conducting huddles and guiding the team with different scenarios to avoid further escalations
• Managing People (22 Head counts) and running the business smoothly
• Deliver other operational tasks delegated internally apart from process front (Daily publishing of multiple reports, Preparing monthly Governance Deck, publishing score card for the team etc)

• IBM - Tru-Energy - September 1, 2010 - March 1, 2011

Role: Customer Service Representative -

• Worked as a Customer service representative for Tru-Energy - Gas & Electricity supply. Had the complete Knowledge of the product/process. Providing resolutions to the customers queries via calls post complete investigation and also upsell by taking their orders on gas connections and electricity meter checks. Helped the new joiners in assisting them with the process gaps and reducing their learning curve.

• World Wide Fund for Nature (WWF) - Cause Resource - November 1, 2008 - April 1, 2009

Role: Customer Service Representative -

• Creating awareness on Global Warming in all the MNC's and Corporate sectors in & around Bangalore & other metropolitan cities of India (Mumbai & Pune). Educating the people on deforestation and advantages of reducing global warming. Goal was to make people and company affiliated to WWF and contribute towards this organization through funds.