Clara Patrick
Pune
Summary
Dynamic Technical Account Manager with a proven track record at Softcell Technologies, excelling in customer relationship management and data analysis. Adept at driving process improvements and enhancing client satisfaction through effective communication and strategic problem-solving. Recognized for implementing solutions that boosted operational efficiency and contributed to significant sales growth.
Overview
19
19
years of professional experience
Work History
Technical Account Manager
Softcell Technologies Global Private Limited
04.2023 - Current
- Responded promptly to product-related inquiries, ensuring timely resolution and customer satisfaction
- Informed and trained clients about products and their usage, providing comprehensive guidance and support
- Documented customer needs accurately, ensuring clear communication and understanding between the client and the company
- Reported customer feedback to relevant teams, facilitating continuous improvement and product development efforts
- Coordinated effectively with the sales team to align product offerings with customer requirements and market demands
- Monitored sales performance, identifying trends and opportunities for growth while ensuring customer needs were met
- Implemented process improvements that increased efficiency across the organization.
- Listened to customer needs to identify and recommend best products and services.
- Conducted regular meetings with clients to review performance metrics.
- Negotiated contracts with vendors to ensure the best possible terms for clients.
- Analyzed customer data to identify trends, anticipate needs and develop solutions.
- Collaborated with internal teams such as engineering, marketing, and support to provide a comprehensive customer experience.
Operation Manager
Cognizant
12.2021 - 04.2023
- Company Overview: Qwiklabs Project for Google Cloud
- During my tenure as Operations Manager at Cognizant, I successfully managed 5 projects for Google Cloud, overseeing a team of 100 individuals
- These projects involved implementing various Google Cloud services to meet client needs, ensuring seamless coordination, adherence to timelines, and high-quality results
- The positive feedback received from our Google client reinforced our reputation as a reliable partner
- Additionally, I managed Learning Deal Support, Certification Support, Localization, Qwiklabs Token processes, and Cloud Skills Boost initiatives
- My responsibilities included ensuring SLA compliance, effective client engagement, deploying best practices, and monitoring team performance through KPIs and dashboards
- Qwiklabs Project for Google Cloud
Team Operations Manager
Tech Mahindra Business Services Limited
Pune
02.2017 - 12.2021
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 150-member management team with related direct reports
- Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee
- Implemented policies and standard operating procedures for continuous improvement
- Managing a span of 200 advisors and 6 team leaders reporting
- 5 years of experience in cross functional project leadership and/or change management leadership, which include training and testing
- Ability to influence upwards and across organizational boundaries
- Strong process leadership skills demonstrated through previous project management and process improvement initiatives
- Proactively seeks out opportunities to improve business and self
- Excellent interpersonal and oral/written communication skills; ability to create and or communicate a compelling vision
- High level of commitment and enthusiasm
- Manage day-to-day operations across Pune and Mumbai for a reputed UK Telecom Company
- Supervised Assistant Manager (on acting role), 5 Team Leaders and approx
- 150 indirect reports in providing excellent customer service, better efficiency and high commercial performance on Voice Calls and Web-Chat based domains
- Ensure Service Level Agreements (SLAs) for the process are met as agreed upon with the requirement
- Review and analyse performance reports against targets on a weekly/monthly basis with Team Leaders
- Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience
- Develop strategic & tactical plans to identify, analyse and effectively respond to needs, emerging trends and best practice
- Managed transition from OJT to operations for a span of 250 advisors at a time
Team Leader
Tech Mahindra Business Services Limited
Mumbai
01.2010 - 01.2017
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
- Trained team on all aspects of operating procedures and company services
- Led team of 15 while providing exceptional customer service
- Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties
Customer Service Representative
Tech Mahindra Business Services Limited
Mumbai
01.2006 - 12.2009
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
- Answered constant flow of customer fifty calls in queue per minute
Education
B.A -
Bhavan's College
Mumbai, MHHSC -
Bhavan's College
Mumbai, MHSSC -
St. Joseph's High School
Mumbai, MHSkills
- Results-oriented
- Staff management
- Employee relations
- Project management
- Service level management
- Crossell
- Retention
- Pre sales
- Post sales
- Insurance
- B2B
- Customer relationship management
- Data analysis
- Cloud technologies
- Product knowledge
- Contract negotiation
- Performance metrics
- Technical training
- Effective communication
- Problem solving
- Client onboarding
- Sales support
- Sales cycle management
- Technical consultation
- Sales strategy development
- Cross-selling
- Solution selling
Accomplishments
- Forcescout Sales Certification
- Fortinet Sales Certification
- Winner Gallup best Tom group
- Best NPS
- Best Group on efficiency
- Managed transition from OJT to production Floor
- Six Sigma Yellow Belt
- Attrition and people management
- Won trip to South Africa for best NPS scores
Languages
- English
- Hindi
- Marathi
- Malayalam
- Kokani
Hobbies and Interests
Travelling
Applications Worked On
- CRM
- Genisus
- Lucid
- Salesforce
- Vector
- Buganizer
- Zendesk
- Webacessor
Professional Highlights
15 years, 5 years, Have been quite stable in all the companies that I have worked., Promoted and transferred as an operation manager to Pune., Started a pilot process for Google Learning Deal support and was appreciated by the whole higher management and client for achieving the smoothest transfer ever of any process., Conducted interviews and CBIS., CBIS Six Sigma yellow belt., Introduced Documentation Work Flow Report. Updated customer response for Google Qwiklabs., Promoted and transferred as an operation manager to Pune., South Africa, 2017, TOP manager for 6 consecutive months.
Timeline
Technical Account Manager
Softcell Technologies Global Private Limited
04.2023 - Current
Operation Manager
Cognizant
12.2021 - 04.2023
Team Operations Manager
Tech Mahindra Business Services Limited
02.2017 - 12.2021
Team Leader
Tech Mahindra Business Services Limited
01.2010 - 01.2017
Customer Service Representative
Tech Mahindra Business Services Limited
01.2006 - 12.2009
B.A -
Bhavan's College
HSC -
Bhavan's College
SSC -
St. Joseph's High School
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