Elvis Ellis
Hyderabad
Summary
Seasoned Services Project Manager with a proven track record at Avaya India PVT LTD, excelling in cross-functional team management and process improvement. Demonstrates exceptional problem-solving abilities and communication skills, enhancing service delivery and incident management. Achieved significant reductions in open incidents, showcasing a commitment to business improvement strategies and customer support excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Services Project Manager
Avaya India PVT LTD
Hyderabad
06.2011 - Current
- Company Overview: Multinational Company providing Hardware, Software to consumers, Small and medium sized businesses and large enterprises including customers in the government, health, and education sectors
- Website: http://www.dxc.technology/
- Responsible for planning & organizing the monthly and quarterly webinars
- Planning & meeting up with various teams within marketing for relevant product webinars to be organized
- Manage end to end webinar for offers and promotions for Avaya Sales and Partners
- Planning and responsible for Monthly Invites sent out to 55000 Avaya partners, Events creation, Newsletters posting
- Creating all monthly reports and revenue reports for Sales and partner
- Editing of all recordings and videos for partner promotion webinars and promoting them on the portal to drive sales
- Incident Management, Software telephony configurations & problem management
- Completing and getting the task completed by various other engaged teams within a strict SLA (SLA management as agreed by the Business’s) which is one of my top priorities in my KPI’s while working with clients across US (NAR), EMEA & APAC regions
- Participate in the weekly and monthly calls post onboarding to identify and discuss new challenges highlighted by each party
- Mentoring the new joiners in the team and monitoring them until successful transition
- SPOC to maintain the quality of tickets by performing daily checks and audits
- Responsible for streamlining many internal processes which could ensure quicker service delivery
- Manage Incident Resolution from initial occurrence to successful outcome
- Negotiate with managers of different teams to establish priorities
- Drive the reduction of open, inactive, rejected and re-open Incidents
- Drive the reduction of tickets rebounding with various revolver teams as well as reduction of aging incidents
- Monitoring the effectiveness of Incident Management and making recommendations for Improvement
- Communicate with all levels of Management on a weekly / fortnightly basis to discuss process improvements
- I manage Day 2 Day operations with a Strength of around 15+ Engineers per shift
- Multinational Company providing Hardware, Software to consumers, Small and medium sized businesses and large enterprises including customers in the government, health, and education sectors
- Website: http://www.dxc.technology/
Guest Relations Officer
P&O CruiseS UK
Southampton
05.2007 - 06.2011
- Company Overview: British Passenger cruise line based at Carnival House in Southampton, England
- Website: https://en.wikipedia.org/wiki/United_Kingdom
- Handling all Guest queries, complaints, information requests and financial services embracing the CRUISE ethos
- Financial services included banking, foreign currency exchange and the administration of guest on-board spending accounts
- Looked into queries related to credit card and payment issues, worked with the Accounts Manager to protect revenue and control guest debt
- Manage, Coordinate and Maintain track of guest issues reported and providing an end to end solution and quality being a priority
- Responsible for maintaining the company standards of service to guest and the operation of the hotel department on board ship
- Responsible for training colleagues and new comers at the reception desk and help in team bounding and building up their confidence with the job role and systems used
- Participate in weekly and monthly meetings with the Hotel department to discuss new challenges / ideas for improvement
- British Passenger cruise line based at Carnival House in Southampton, England
- Website: https://en.wikipedia.org/wiki/United_Kingdom
Travel Sales Consultant
Travelport
Delhi
02.2006 - 10.2007
- Company Overview: Travelport is a recognized, proven, industry leader with the products and solutions it offers covering all aspects of the travel supply chain from airline merchandising, hotel content and distribution, mobile commerce to B2B payments
- Assisting customers, handling inquiries, and booking flights, hotels or renting a car
- Preparing an itinerary that best suits the customer’s needs and requirements
- Provide training to new hires on process and call handling
- Travelport is a recognized, proven, industry leader with the products and solutions it offers covering all aspects of the travel supply chain from airline merchandising, hotel content and distribution, mobile commerce to B2B payments
Customer Services / Retention Specialist
Wipro BPO
Delhi
08.2004 - 02.2006
- Company Overview: Wipro BPO, the Business Process Outsourcing arm of Wipro Technologies, the Global Information Technology, Consulting, and Outsourcing Business of Wipro Limited
- To retain customers who called in to cancel their AOL broadband internet services account
- Provide training to new hires on process and call handling
- Wipro BPO, the Business Process Outsourcing arm of Wipro Technologies, the Global Information Technology, Consulting, and Outsourcing Business of Wipro Limited
Education
MBA - Operations Management
Vivekananda Subharti University
01.2019
B.A -
BSP Lucknow
01.2006
Higher Secondary -
West Bengal board of secondary education
01.1999
Secondary -
West Bengal board of secondary education
01.1997
Skills
- Meeting facilitation
- Concept creation
- Performance monitoring
- Performance Metrics
- Problem-solving abilities
- Customer Service
- Project Planning
- Cross-functional team management
- Training & Development
- Multitasking
- Communication
- Process Improvement
- Incident Management
- Service Desk Management
- Team Building
- Business Improvement Strategies
- Service Delivery
- ITIL V3 Foundation
- Deadline Oriented
- Training and Development
- Problem Resolution
- Customer Support
Certification
- ITIL V3 Foundation
- Foundation and Practitioner Certification in Prince 2 Project Management
Technology - Softwareapplications
- BMC Remedy
- Service NOW
- Siebel
- Matrix
- Avaya CM 6
- Modular Messaging
- Audix
- Aria
- Serenade
- Outlook
- Lotus Notes
- MS Office
Awardsrecognition
- Recognition@HPE Award, Hewlett Packard Enterprises, 2015
- TOUCHSTONE Award, AVAYA India, 2012
- EMPLOYEE OF THE MONTH, P&O cruises UK, Awarded Employee of the Month twice at P&O Cruises UK for outstanding Customer Services.
Personal Information
- Passport Number: P8206716
- Date of Birth: 12/10/81
- Gender: Male
- Nationality: Indian
Timeline
Services Project Manager
Avaya India PVT LTD
06.2011 - Current
Guest Relations Officer
P&O CruiseS UK
05.2007 - 06.2011
Travel Sales Consultant
Travelport
02.2006 - 10.2007
Customer Services / Retention Specialist
Wipro BPO
08.2004 - 02.2006
MBA - Operations Management
Vivekananda Subharti University
B.A -
BSP Lucknow
Higher Secondary -
West Bengal board of secondary education
Secondary -
West Bengal board of secondary education
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