Dennis Antony
Mumbai
Summary
Organized Escalation Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Leveraging expertise in operations management and cross-functional collaboration, implemented strategic improvements, significantly boosting client retention and operational efficiency. Spearheaded the FUJITSU , COLES ,KMART project and enhanced service delivery to premier retail clients. Adept at driving customer satisfaction and team productivity,
Overview
8
8
years of professional experience
Work History
Escalation Manager
NCR VOYIX
08.2022 - Current
- Responsible for day-to-day planning, management and schedule of field services for multiple retail customers like Fujitsu, Woolworths , Coles , Target according customers service license agreements (SLA) are met.
- Responsible for management of Approximately 2000 service requests from customers per month and ensure customers service license agreements (SLA) are met
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Coordinate project management activities, resources, equipment and information for New Installations.
- Set projects into doable actions and set timeframes and liaise with clients to identify and define requirements, scope and objectives.
- Coordinate, monitor and improve fields service activities for an organization. Provide support and guidance to service personnel who perform on-site routine services including installation, maintenance, repair and ensure customers SLAs are met.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Reported and escalated efforts to resolve complex customer experience problems.
- Advised Senior Leadership of any developments and action plans, set customer expectations, and provided updates regarding troubleshooting and resolution action plan in external communications
- Provided process improvement recommendations for improving customer experience
- Analyzed escalation trends and produced strategic recommendations to proactively address system issues
- Reviewed and refined the Escalation Management process, protocols, dashboards
- Maintained discipline and regular communication with accounts while building credibility through timely action and responsiveness during the account escalation
- Reviewed & analyzed customer health trends to proactively identified and resolved issues before a customer escalates
- Created and implemented workflows and mechanisms for worker hotline escalations across suppliers
- Managed all escalations, responded and engaged on critical issues that are time-sensitive
- Cross trained to respond to requests, Assisted in training new employees
- Able to establish and maintain strong relationships with variety of internal and external roles, from technical contributors to senior management.
Field Service Planner
NCR VOYIX
09.2016 - 08.2022
- Responsible for the day-to-day planning, management and schedule of field services for multiple customers ( financial customers like ANZ, NAB Banks and retail customers like Fujitsu, COLES , KMART , TARGET).
- Coordinate with project management team, resources, technical support and provide information for New Installations.
- Coordinate, monitor and improve fields service activities for an organization. Provide support and guidance to service personnel who perform on-site routine services including installation, maintenance, and repair. Ensures field services are effective and customers SLAs are met.
- Create/revise work instructions for service processes. Team current on process flow changes. Managed all escalated issues regarding technicians/customers.
- Work directly with Field service Managers and Field Team Leads and Customer engineer to ensure proper customer service satisfaction
- Organized ongoing maintenance schedules to boost system performance.
- Created and maintained daily and weekly reports for upper management.
- Monitored priorities and liaised between project team and management, delegating tasks to complete on time.
- Managed efficient teams of up to 10 employees.
Education
Bachelor of Computer Applications (BCA) -
YCMOU
Nashik, Maharashtra05.2018
Diploma - Computer Engineering
RE VERA INSTITUTE OF TECHNOLOGY
Kharghar, Navi Mumbai05.2015
Skills
- Reporting and documentation
- Client Retention Strategies
- Operations Management
- Deadline Adherence
- Resource Allocation
- Report Preparation
- Continuous Improvement
- Coordinate schedules
- Report Generation
- Project Coordination
- Microsoft Office
- Team Leadership
- Cross-Functional Collaboration
- Customer Service
- Teamwork and Collaboration
Timeline
Escalation Manager
NCR VOYIX
08.2022 - Current
Field Service Planner
NCR VOYIX
09.2016 - 08.2022
Bachelor of Computer Applications (BCA) -
YCMOU
Diploma - Computer Engineering
RE VERA INSTITUTE OF TECHNOLOGY
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