GAGAN RAJENDRA REDDY
Bengaluru
Summary
As Client Services Manager, I deliver exceptional client satisfaction, overseeing end-to-end customer experiences, managing service issues, and fostering key stakeholder relationships with Giant accounts like Apple and Microsoft. With a strong technical background in Windows clustering, DHCP, DNS, and Java programming, I offer a unique blend of technical acumen and client-centric strategies. Recognized for proactive implementation of customer retention and marketing strategies, I am dedicated to optimizing service delivery and exceeding client expectations in a dynamic, collaborative environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Services Manager
Akamai Technologies Inc
04.2024 - Current
- Being SPOC and escalation Manager for customers. Directing customers quickly and efficiently to resources and coordinating additional assistance as required.
- Spearheaded initial engagement, coordination, and facilitation of customer experience as primary point of contact for North America Gaming customer base.
- Currently handling 40+ Customers including Giant accounts like Apple and Microsoft. Also handled huge Gaming accounts like Activision, Electronic Arts, Roblox, Riot, etc.
• Increase customer retention and adoption rates by conducting regular calls to assess level of satisfaction, or lack thereof.
• Proactively participate in customer meetings to communicate and mitigate risk, while simultaneously
identifying growth opportunities when applicable. - Act as an expert on customer portals, providing advice and training to stakeholders to optimize their utilization.
- Analyze and interpret customer usage data to contribute valuable insights to enhance overall customer success.
- Develop and nurture trusted advisory relationships with key accounts, customer stakeholders, and executive sponsors.
- Owned, managed, and escalated business service issues, collaborating with Professional Service Team, SOCC, Solution Architects, Major Account Executives, and Relationship Managers for support-raised requests and escalations.
- Managed contract repository, ensuring addition of new/updated contractual documents throughout customer engagement lifecycle.
- Organized Monthly/Quarterly/Yearly meetings with Customers, Stakeholders, and Internal Account Teams, enhancing customer account management.
- Drafted monthly service usage reports and invoices, providing customers with clear insights into their service usage.
- Conducted proactive checks on customer website certificates, service usage, and user management, promptly notifying and assisting customers with necessary actions.
Account Service Manager – Customer Success
Akamai Technologies Inc
02.2020 - 03.2024
- Taking ownership as first point of contact for customers for business support requirements
- Developing global relationships with internal cross-functional teams, stakeholders, and customers to become trusted advisor
- Acting as advocate to Akamai internal and external stakeholders to ensure success of customer account
- Ensuring timely and successful delivery of solutions according to customers' and stakeholders' requirements
- Communicating progress of monthly/quarterly initiatives and metrics to internal and external stakeholders
- Accomplishing KPI targets set around responsiveness, pro-activeness, quality, and compliance
Associate Professional (SME)
DXC Technology
07.2020 - 02.2022
- Managed SLA, KPIs, and customer satisfaction across chat, web, and call channels, analyzing DSAT/CSAT, FCR, and open volumes to identify improvement opportunities. Also handled shift rostering and planned desk leave.
- Generated intraday reports on productivity, AHT, and NPS, actively working to increase analyst utilization.
- Played a pivotal role in addressing Tier 2 tickets for AT&T, acting as a Focal Point Member and managing Knowledge Base Articles.
- Facilitated Training sessions for employees, covering processes, applications, and tools within the account also worked on maintaining up-to-date Knowledge Base such as procedures, work instructions, plans, and manuals.
- Led Kaizen projects to drive continuous improvement within the team.
- Published goal cards and conducted one-on-one discussions with aligned team members.
Technical Solutions Representative II
DXC Technology
11.2018 - 07.2020
- Conducted remote troubleshooting for Windows-related issues via Skype, telephone, email, WebEx, and LMI remote assistance.
- Provided technical support for corporate users, including user profile configuration, computer setup, password management, and integration into the domain using Active Directory and Software Installations.
- Rapidly addressed technical issues for internal AT&T employees as a Service Delivery Coordinator (SDC), managing escalations and VIP customers.
- Owned priority tickets, ensuring timely documentation, appropriate escalation, and resolution.
- Contributed to team knowledge base and enhanced future technical support activities by authoring comprehensive technical documents on common issues.
- Participated in on-call rotations, addressing weekend calls and out-of-hours emergencies.
- Successfully resolved complex problems with the potential to impact specific locations and negatively affect productivity.
Education
Master of Science - Computer Science
The Oxford College of Engineering
Bengaluru05.2018
Bachelor of Science - Computer Science
The Oxford College of Science
Bengaluru07.2016
12th Grade - Electronics Technology
Krupanidhi College
Bengaluru06.2013
10th Grade - ICSE Syllabus
Acts Secondary School
Bengaluru05.2011
Skills
- Customer Retention Strategies
- Marketing Strategies
- Escalation Management skills
- Technical Troubleshooting
- Data Structure and Data Analysis
- Windows clustering/DHCP/DNS
Strategies and Concepts:
Technical Skills:
- Basics of SQL and Power Shell
- TCP/IP
- Object-Oriented Programming Language (Java)
- Salesforce
- Siebel
- Service Now
Programming Language:
Software Platforms:
Accomplishments
Kaizen Project
1. Led Kaizen project to boost team productivity
2. fostering a culture of continuous improvement within the team
Thesis on Virtual Reality & its future
1. This thesis explores the current state of Virtual Reality (VR) technology, its applications, and the potential trajectory of its future development
Store management software.
1. This research focuses on the design, implementation, and impact of store management software in the retail sector.
Certification
Certified ScrumMaster® (CSM®)
Timeline
Client Services Manager
Akamai Technologies Inc
04.2024 - Current
Associate Professional (SME)
DXC Technology
07.2020 - 02.2022
Account Service Manager – Customer Success
Akamai Technologies Inc
02.2020 - 03.2024
Technical Solutions Representative II
DXC Technology
11.2018 - 07.2020
Master of Science - Computer Science
The Oxford College of Engineering
Bachelor of Science - Computer Science
The Oxford College of Science
12th Grade - Electronics Technology
Krupanidhi College
10th Grade - ICSE Syllabus
Acts Secondary School
Certified ScrumMaster® (CSM®)
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