Mandar Vasant Shrotri
Summary
Seeking a suitable Senior position in Customer Service where my extensive experience will be further developed and utilized
Experienced Customer Service professional with Overall 34 Years in the industry including 28 years in Telecom field. Professional experience in Customer Success management, Digital Business Acceleration & enablement for Network, Cloud and Data Centre Products. Experitze in Customer Empathetic Communication skills, with High Credibility and Confidence, for building a true, open channel. Quick learner and adaptable to ever-changing business/technology environments. Capability of handling team of individuals to get the assignment completed in time frame managing all the resources effectively and efficiently. Used to work under pressure and under tense and critical situations Good convincing power and able to handle the difficult customers under tense situations. Positive and customer friendly approach and tend to go out of the way to getting the customer issues advocated Highly believe to ‘Make the things happen instead of Let the things Happen.
Overview
35
35
years of professional experience
Work History
DGM Digital Business Acceleration & Transformation
Tata Communications
09.2022 - Current
- Company Overview: Tata communications (formerly VSNL) is India's biggest provider of telecommunications and networking products including IP VPN solutions, MPLS, Traditional Voice, IP Voice connectivity, Cloud and Data Services. It has a massive customer database across India and considerable customer database in World and it covers 80 countries in the world. The Head Quarters for India is at Mumbai and it is having several other offices across India and Globe.
- Enable and Onboard Enterprise Customers on new Digital Platform do translate them to DIGITAL Business
- Work with Customers Business teams for Digital Adoption targets
- Active role in Development and Enhancement of Platform for all the products on the basis of field Inputs
- Reimagine the Existing process workflow and work on continuous improvement.
- Conduct training workshops and seminars for awareness and empowerment of Digital Acceleration Journey.
- To build and mentor the new team for penetrating the Digital adoption to all business Verticals
- Kickstarted the journey of Mid Business vertical from Scratch and achieved 70 % adoption.
- Kickstarted the journey for Direct Customer Segment and achieved target adoption of 30 % since Jan 2023.
- Tata communications (formerly VSNL) is India's biggest provider of telecommunications and networking products including IP VPN solutions, MPLS, Traditional Voice, IP Voice connectivity, Cloud and Data Services. It has a massive customer database across India and considerable customer database in World and it covers 80 countries in the world. The Head Quarters for India is at Mumbai and it is having several other offices across India and Globe.
Head – Customer Success Management (CSM) – Prime and Partner Segment
Tata Communications
04.2009 - 09.2022
- Accountable for Superior Customer Experience, NPS, Churn Management, Contract Renewal and Revenue Enhancement
- To manage team of CSMs and Customer Success Management globally and represent the Senior management in customer meetings across India
- To take the Customer Engagement to the next level and make a platform for business team to penetrate the existing and new products.
- To review and monitor team performance. Align the resources for the set of customers. Mentor the team to organization KPIs
- To manage changes and to play an active part in the escalation procedure on 24
- 7 basis with help of small team
- To liaison with customers and working in conjunction with field operations, engineering staff is required, Global Customer Contact support and backend support teams for all operational issues.
- To ensure the audit compliance with Service Levels Agreements (SLA) to the customer
- To lead customer & Partner meetings in conjunction with Account Team and engineering staff.
- Effectively Manage and reduce the churn. To build the strong governance mechanism to ensure the renewal and Churn journey is driven efficiently and optimized
- To work on customer requests on Change Orders in existing network.
- ‘Proclub Award' as top performer at organization level in 2017
Head – Customer Success Management (CSM) – Prime and Partner Segment
Tata Communications
04.2009 - 09.2022
- Accountable for Superior Customer Experience, NPS, Churn Management, Contract Renewal and Revenue Enhancement
- To manage team of CSMs and Customer Success Management globally and represent the Senior management in customer meetings across India
- To take the Customer Engagement to the next level and make a platform for business team to penetrate the existing and new products.
- To review and monitor team performance. Align the resources for the set of customers. Mentor the team to organization KPIs
- To manage changes and to play an active part in the escalation procedure on 24
- 7 basis with help of small team
- To liaison with customers and working in conjunction with field operations, engineering staff is required, Global Customer Contact support and backend support teams for all operational issues.
- To ensure the audit compliance with Service Levels Agreements (SLA) to the customer
- To lead customer & Partner meetings in conjunction with Account Team and engineering staff.
- Effectively Manage and reduce the churn. To build the strong governance mechanism to ensure the renewal and Churn journey is driven efficiently and optimized
- To work on customer requests on Change Orders in existing network.
- ‘Proclub Award' as top performer at organization level in 2017
Customer Service Manager
Orange Business Services (Equant)
12.2005 - 03.2009
- Company Overview: Orange Business Services is world's leading provider of global telecommunications and networking products including IP VPN solutions, Voice connectivity, Dial-Up connectivity. Orange provides IP VPN solutions for Voice and Data Traffic. It has a massive customer database across the globe and it covers almost each country in the world. In terms of geographical reach, Orange is world's largest private network. The regional office for India is at Gurgaon and company is having branch offices in all Metros.
- Responsible for generating & presenting monthly customer reports including availability reports, outage reports, traffic reports and service level reports.
- To manage changes and to play an active part in the escalation procedure
- To liaison with customers and working in conjunction with field operations, engineering staff is required.
- To analyze the operation of corporate network and to report on quality of service, to submit and manage correction or improvement plans as and when necessary.
- Account for compliance with Service Levels Agreements (SLA) to the customer
- To lead customer & Partner meetings in conjunction with Account Team and engineering staff or field operations staff regularly.
- To manage failures and planned maintenance to minimize the impact on operational services on customers.
- To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trends analysis.
- To be involved in the process of validating monthly customer billing.
- Orange Business Services is world's leading provider of global telecommunications and networking products including IP VPN solutions, Voice connectivity, Dial-Up connectivity. Orange provides IP VPN solutions for Voice and Data Traffic. It has a massive customer database across the globe and it covers almost each country in the world. In terms of geographical reach, Orange is world's largest private network. The regional office for India is at Gurgaon and company is having branch offices in all Metros.
In charge – Network Maintenance
RELIANCE INFOCOM LIMITED
04.2003 - 10.2004
- Worked as maintenance in charge for Mumbai City for IP based broadband multi channel service which gives Internet / Cable TV and Video on demand to the subscriber through single cable.
- Project based on IP multicasting MPLS and self was involved in the project right from scratch, including physical layer Installation and O & M as well troubleshoot layer 2/3 related issue affecting the services, with help of team comprises of 7-8 team members.
Network Controller
SITA / EQUANT JV
05.1996 - 04.2003
- As ‘Network Controller, provide instant solution and support for all network as well customer related problems for 24 hours.
- To monitor all network / Wan protocols like TCP/IP, frame relay, x.25, x.28, 1024b, 1024c, 1x24, p3000, SNA SDLC and troubleshoot any problem.
- The post is the first level contact point for all customers for all type of network related problems.
- Job also involves providing the support for all problem regarding any switching devices like DPN-100, MAGELLAN PASSPORT SWITCH, WESTINHOUSE concentrator, as well CISCO ROUTERS as well MODEM related problem and provide back-up or alternate solution.
- To maintain and control the network and provide corrective action as well initiate back-up support for any failure.
- To install and configure the modems at User premises and provide online technical support to customers for the same.
- Responsibility also includes update of all network-related configurations, records and databases etc.
- To take care of network environment (power conditions etc.)
- The prime responsibility of the post was to provide real-time network solution and support to AIRLINE and Corporate customers.
- To develop and maintain good relations with the customers.
UNISOUND PRIVATE LIMITED
05.1995 - 04.1996
- Company Overview: Export Division of AHUJA Group - Pioneer in field of Professional Audio System in INDIA
- Export Division of AHUJA Group - Pioneer in field of Professional Audio System in INDIA
Engineer
KODAK INDIA LIMITED
10.1994 - 04.1995
Test / Service Engineer
Digital Electronics Limited
12.1990 - 09.1994
- Won the Performance Award in company for Technical Expertise in Testing.
Test / Service Engineer
Digital Electronics Limited
12.1990 - 09.1994
- Won the Performance Award in company for Technical Expertise in Testing.
Education
Post Diploma in Computer Maintenance engineering -
Radio-Electric Institute
01.1994
Engineering Diploma - Industrial Electronics
B.V. Polytechnic
Vasai Road01.1990
H.S.C. - undefined
Parle College
01.1987
S.S.S. - undefined
Gokhale Education Society
01.1985
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Recognition
Proclub Award, Top performer at organization level, 2017
Driving Force
Positive, Go getter Attitude of a person
Personal Information
- Date of Birth: 20 Aug 1970
- Gender: Male
- Marital Status: Married
Timeline
DGM Digital Business Acceleration & Transformation
Tata Communications
09.2022 - Current
Head – Customer Success Management (CSM) – Prime and Partner Segment
Tata Communications
04.2009 - 09.2022
Head – Customer Success Management (CSM) – Prime and Partner Segment
Tata Communications
04.2009 - 09.2022
Customer Service Manager
Orange Business Services (Equant)
12.2005 - 03.2009
In charge – Network Maintenance
RELIANCE INFOCOM LIMITED
04.2003 - 10.2004
Network Controller
SITA / EQUANT JV
05.1996 - 04.2003
UNISOUND PRIVATE LIMITED
05.1995 - 04.1996
Engineer
KODAK INDIA LIMITED
10.1994 - 04.1995
Test / Service Engineer
Digital Electronics Limited
12.1990 - 09.1994
Test / Service Engineer
Digital Electronics Limited
12.1990 - 09.1994
Engineering Diploma - Industrial Electronics
B.V. Polytechnic
H.S.C. - undefined
Parle College
S.S.S. - undefined
Gokhale Education Society
Post Diploma in Computer Maintenance engineering -
Radio-Electric Institute