Jesny George
Customer Lead
Summary
Comprehensive 5 years of experience in contract management, focusing on revenue assurance, risk and compliance, with history of meeting company goals utilizing consistent and organized practices. Skilled in adapting to new situations and challenges to best enhance the organizational brand. Organized and successful at managing multiple priorities with a positive attitude, with a willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Customer Manager
Pramata Knowledge Solutions Pvt. Ltd.
BANGALORE
04.2021 - 07.2022
- Managed multiple projects and monitored daily activities to track progress on all customer deliverables.
- Actively listened to customers, handled their concerns quickly, held application and process training sessions and escalated major issues to supervisor.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Collaborated with team members from different departments; engineering, product, development, etc., to achieve target results and for creating prospective solutions for the clients.
- Delivered customer feedback to stakeholders regarding product use, application performance and possible upgrades.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Developed and initiated projects, managed costs, monitored performance and accelerated progress by continually reviewing performance, budgets and project timelines.
- Planned, designed and scheduled phases for large projects, and used coordination and planning skills to achieve results according to set schedules.
- Identified and modified plans and resource structures required to meet project goals and directed the same to meet organizational needs.
- Facilitated communication between internal personnel and customers for project cohesion.
- Maintained clear communication with precise technical writing and provided detailed technical and operational direction in project challenges to consistently meet deliverables according.
- Escalated incidents to higher level to remain compliant with company's standards and procedures.
- Mentored and guided resources to enhance performance and deliver high level of service to exceed customer expectations and extend relationship for future business opportunities.
- Monitored and tracked project metrics and collected data to share with project members and establish traceability.
- Maintained open communication by holding regular meetings and presenting updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Verified quality of deliverables and conformance to specifications before releasing the final deliverable to clients.
Quality & Customer Lead
Pramata Knowledge Solutions Pvt. Ltd.
BANGALORE
01.2020 - 03.2021
- Trained new and current employees in interpretation and analysis of complex contracts as well as specialized in-house tools and applications of the company.
- Lead a minimum of 3 teams at any given time, and was accountable for all customer deliverables, which were all successfully made without fail.
- Managed the quality of work for all teams, with a consistent quality of 99.9%.
- Consistently kept in touch with other leads to ensure that all teams in the company are aligned with each other in terms of work and quality.
- Spearheaded meetings with other leads to train them on quality measures.
- Held regular meetings with all team members, both individually and in groups to actively engage in discussions to increase team morale and generate suggestions to support teamwork.
- Increased customer satisfaction by resolving tickets.
- Ensured that all issues raised by the team were resolved by the proper stakeholders.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Quality Analyst
Pramata Knowledge Solutions Pvt. Ltd.
BANGALORE
04.2018 - 12.2019
- Managed the quality of work for multiple contract analysts, to ensure the standard of customer deliverables.
- Participated in continuous improvement by suggesting and engaging in problem-solving activities to introduce ideas for finding errors and improving quality of the team.
- Resolved the problems of all reviewers, and improved quality by doing RCA's on all mistakes made by reviewers regarding all legal interpretation and omission.
- Collaborated with others QAer's to achieve target results.
- Proactively informed and coordinated with the team lead regarding all issues that could affect the deliverables.
Contract Analyst
Pramata Knowledge Solutions Pvt. Ltd.
BANGALORE
07.2017 - 04.2018
- Hands-on experience in interpretation, modelling, reporting and analysis of complex contracts data and unstructured information.
- Analyzed, reviewed and extracted key pieces of legal and financial information from various legal documents from reputed Fortune 500 companies.
- Worked on projects of varied clients from the field of software technology, manufacturing, telecommunications, and pharmaceuticals, to name a few.
- Successfully worked within tight deadlines and fast-paced atmosphere, without missing a deliverable, by using proper time-management skills.
- Collaborated with team members to achieve target results.
- Worked on special Contracts Management applications and platforms built by the company to manage legal and financial information of the Clients
Education
High School Diploma -
St. Joseph's Convent School
Bhopal, M.P. 04.2009 - 05.2011
Bachelor of Arts - B.A. LL. B. (Specializing in Energy Studies)
University of Petroleum And Energy Studies
Dehradun, India 07.2012 - 06.2017
Skills
Contract Management
undefinedAccomplishments
- Received the "Consistent Performer" award multiple times as a contract and quality analyst, by maintaining high quality work throughout the quarter.
- Received the "Best Team" award for being part of the team tasked with development of multiple in-house products.
- Received the "Achievement" award as a quality lead for providing the client with highest quality deliverables before deadlines.
Timeline
Customer Manager
Pramata Knowledge Solutions Pvt. Ltd.
04.2021 - 07.2022
Quality & Customer Lead
Pramata Knowledge Solutions Pvt. Ltd.
01.2020 - 03.2021
Quality Analyst
Pramata Knowledge Solutions Pvt. Ltd.
04.2018 - 12.2019
Contract Analyst
Pramata Knowledge Solutions Pvt. Ltd.
07.2017 - 04.2018
Bachelor of Arts - B.A. LL. B. (Specializing in Energy Studies)
University of Petroleum And Energy Studies
07.2012 - 06.2017
High School Diploma -
St. Joseph's Convent School
04.2009 - 05.2011
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