Dharmesh Patel
Mumbai
Summary
Dynamic Senior Customer Success Manager specializing in customer relationship management and data analysis. Skilled in operational escalations and report reviews, contributing to improved SLA compliance and client satisfaction across diverse retail clients.
Overview
26
26
years of professional experience
Work History
Senior Customer Success Manager
DIEBOLDNIXDORF INDIA PVT LTD
Mumbai
04.2023 - Current
- Managing Retail India Clients - Hennes Hennes & Mauritz, IKEA India, Metro Cash and Carry India Pvt Ltd., CP Wholesale India Pvt Ltd, Best Seller.
- Managing Retail global client - Aisno Wincore for India, Indonesia and Philipines service support.
- Key Role:- Billing, Report reviews with clients on SLA KPIs, Managing operational escalations.
Customer Success and Service Delivery Manager
DIEBOLD HMA India Pvt Ltd
Mumbai
07.2016 - 03.2023
- Managing Retail India Clients - Hennes Hennes & Mauritz, IKEA India, Metro Cash and Carry India Pvt Ltd., CP Wholesale India Pvt Ltd, Best Seller.
- Key Role:- Billing, Report reviews with clients on SLA KPIs (internal/external), Escalations Handling, Support client in new project /store deployments
- Products:- POS type - Beetle, iPOS, iPOS Advanced, Easy Express, Self Checkout (SCO)
Assistant Manager - Customer Support
DIEBOLD HMA India Pvt Ltd
Mumbai
02.2012 - 07.2016
- Assisted in managing teams operations.
- Managing outsourced support team for PAN India towards service delivery.
- Assisted in implementation and training of Field support ticketing tools.
Training Consultant
NCR Corporation India Pvt Ltd
Mumbai
06.2009 - 01.2012
- Conducting technical training on SST (ATMs), i.e., PersonaS Series, Self Serv Series, and Easy Point ATMs for newly hired field technicians.
Remote Resolution & Techincal Support Specialist
NCR Corporation India Pvt Ltd
Mumbai
01.2006 - 05.2009
- Providing Remote Resolution support (first level) for ATM break down tickets for all India customers via phone.
- Providing Technical Support to field techicians via support desk for ATM breakdown fix.
Customer Support Engineer
NCR Corporation India Pvt Ltd
Mumbai
11.2001 - 12.2005
- On-site field support for ATM break-fix tickets.
- On-site ATMs Installation support at Bank branches or offsite locations
Field Service Technician
DIEBOLD HMA India Pvt Ltd
Mumbai
08.1999 - 10.2001
- Onsite support for ATM break fix ticket
- Onsite/Offsite Installation support for Banks locations.
Education
MBA - Information Technology - Correspondence
Sikkim Manipal University
Mumbai04-2005
Diploma in Industrial Electronics -
Govt. Polytechnic
Mumbai05-1999
Maharashtra Board - HSC - Science
Shardashram Vindya Mandir
Mumbai03-1995
Maharashtra Board - SSC -
Esplanade High School
Mumbai03-1993
Skills
- SLA performance tracking
- Operational escalation management
- Billing administration
- Technical troubleshooting
- Customer relationship management
- Data analysis and reporting
- Revenue growth
Timeline
Senior Customer Success Manager
DIEBOLDNIXDORF INDIA PVT LTD
04.2023 - Current
Customer Success and Service Delivery Manager
DIEBOLD HMA India Pvt Ltd
07.2016 - 03.2023
Assistant Manager - Customer Support
DIEBOLD HMA India Pvt Ltd
02.2012 - 07.2016
Training Consultant
NCR Corporation India Pvt Ltd
06.2009 - 01.2012
Remote Resolution & Techincal Support Specialist
NCR Corporation India Pvt Ltd
01.2006 - 05.2009
Customer Support Engineer
NCR Corporation India Pvt Ltd
11.2001 - 12.2005
Field Service Technician
DIEBOLD HMA India Pvt Ltd
08.1999 - 10.2001
MBA - Information Technology - Correspondence
Sikkim Manipal University
Diploma in Industrial Electronics -
Govt. Polytechnic
Maharashtra Board - HSC - Science
Shardashram Vindya Mandir
Maharashtra Board - SSC -
Esplanade High School