Leslie Andersen
Jeypore
Summary
Seasoned Client Service Manager with a proven track record at Cognizant Technologies Ltd, excelling in client relationship building and service delivery optimization. Demonstrated leadership in cross-functional teamwork and project management, enhancing customer satisfaction and operational efficiency. Expert in report generation and conflict management, achieving significant service improvements.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Service Manager
Cognizant Technologies Ltd
Tamilnadu
01.2021 - 07.2024
- Developed and managed client relationships to ensure satisfaction with services provided.
- Led team engagement to assist cross-functional departments and achieve goals.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Provided timely responses to customer inquiries and requests for service.
- Monitored customer accounts to identify any potential issues or areas of improvement.
- Coordinated with internal teams to develop strategies for addressing customer needs in a timely manner.
- Maintained accurate records of customer interactions and transactions.
- Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
- Resolved escalated customer complaints in a professional manner.
- Developed and implemented processes for improving client service delivery standards.
- Collaborated with cross-functional teams on projects related to client service initiatives.
- Conducted regular meetings with clients to review progress on projects and address any concerns or questions they may have had.
- Created detailed reports outlining key performance indicators related to client service operations.
- Developed comprehensive business plans that outlined strategies for meeting client needs while achieving organizational goals.
- Generated monthly performance reviews that highlighted successes, challenges, and areas of improvement within the department.
- Established effective communication channels between clients and other departments within the organization.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Drove customer escalations to resolution by engaging directly with clients.
Service Governance Lead
Tata Consultancy Services
Chennai
01.2020 - 01.2021
- Monitoring and handling desktop support, network, server teams, dashboard support, and VIP support team.
- Maintain and implement high performance levels throughout the teams.
- Developing a deep understanding of the project to gain insights into the scope of service delivery.
- Taking accountability for service delivery performance, meeting customers' expectations, and driving future demand.
- Analyzing third-party, as well as internal processes, and creating strategies for service delivery optimization.
- Providing accurate and regular reports to the management on the performance of the service delivery.
Service Manager
Tata Consultancy Services
Chennai
01.2019 - 01.2020
- Handling major incidents, change tickets, and problem tickets and it's complete the lifecycle.
- Hosting CAB (Change Advisory Board) to discuss ongoing and upcoming changes.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Monitored service performance metrics to identify areas of improvement.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Performed root cause analysis on recurring problems encountered by customers.
Incident Manager
Tata Consultancy Services
Chennai
01.2018 - 01.2019
- Recruited talented employees to be part of incident response taskforce, training each to be prepared for array of possible events.
- Procured IT resources for strategic and operational computing requirements.
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
- Met with stakeholders to collaborate and resolve problems.
- Recruited, trained and supervised IT department staff.
- Identified potential risks and created plans to mitigate them.
- Developed, implemented, and maintained incident management policies and procedures.
- Coordinated with stakeholders to ensure timely resolution of incidents.
- Maintained an up-to-date inventory of IT systems and services.
- Monitored system performance metrics to identify trends or anomalies.
- Conducted post-incident reviews to assess effectiveness of incident management processes.
- Assisted in developing communication plans for major incidents.
- Performed root cause analysis to determine underlying causes of incidents.
- Managed the lifecycle of all service requests from initial submission through closure.
- Created, updated, and tracked incident tickets using a ticketing system.
- Documented incident details in knowledge base articles for future reference purposes.
- Facilitated communications between technical teams during major outages or disruptions.
- Analyzed problem reports to identify common issues and develop solutions.
- Tracked key performance indicators related to incident management activities.
- Provided support for disaster recovery planning efforts.
- Collaborated with other departments on cross-functional projects impacting incident management processes.
- Led team meetings focused on identifying process improvements for resolving incidents more quickly.
- Acted as a liaison between internal teams and external vendors when needed.
- Created plans for remediation ahead of time, altering procedures during actual incidents whenever necessary.
Subject Matter Expert and L2 customer support
SITEL India Pvt Ltd
01.2015 - 01.2018
- Customer support for L1 and L2 (phone, email, chats and remote)
- Software and hardware troubleshooting and ticket handling
- Escalation management and customer satisfaction
- Creating Daily tracker for AHT, FCR, Escalation, Csat, Dsat and SLA report
- Attending monthly client meeting for Service improvement plan and status discussion.
Store Manager
Hidesign
Chennai
01.2012 - 01.2015
- Staff management, display management, shift, and leaves management
- Preparing daily sales report and managing funds and cash
- Handling customer complaints
- Recruitment and training new joiners.
Education
High school -
Deepti Convent School
Higher Secondary Certification -
Vikram Dev Autonomous College
Bachelor of Commerce -
Berhampur University
Skills
- Report Generation
- Customer Relations
- Schedule Management
- Strong leadership
- Client Relationship Building
- Client Services
- Cross-Functional Teamwork
- Audit Support
- Project Management
- Service Delivery Optimization
- Quality Assurance
- Report Preparation
- Handling Escalations
- Workflow Management
- Staff Management
- Decision-Making
- Conflict Management
- Continuous Improvement
- Cross-Functional Collaboration
- Focused on customer satisfaction
- Team Building and Leadership
- Performance Evaluations
- Deadline-oriented
Certification
- Identity Management Solutions (AD)
- Microsoft Office Specialist (Word, Excel, PowerPoint, Access, and Outlook)
- ITIL 4 Certificate – 2020
- ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
- Project Management Professional (PMP) - Project Management Institute.
Accomplishments
Best Store management (Hidesign-2013)
Best customer service (Hidesign-2012)
Best caller of the month June, August (Sitel 2016)
Award of Excellence (TCS – 2019)
On the spot award (TCS 2018)
Service and commitments award (TCS-2021)
Star achiever(CTS - 2023)
Languages
English
First Language
Applications
Service Now
Power BI
Remedy
SolarWinds
Fresh service
Manage engine
Splunk
Jira
Interests
Books
Cricket
Music
Travel
Yoga
Dancing
Animals
Personal Details
DOB: 23 June 1992
Christian
Asian (Indian)
State Odisha
Unmarried
Timeline
Client Service Manager
Cognizant Technologies Ltd
01.2021 - 07.2024
Service Governance Lead
Tata Consultancy Services
01.2020 - 01.2021
Service Manager
Tata Consultancy Services
01.2019 - 01.2020
Incident Manager
Tata Consultancy Services
01.2018 - 01.2019
Subject Matter Expert and L2 customer support
SITEL India Pvt Ltd
01.2015 - 01.2018
Store Manager
Hidesign
01.2012 - 01.2015
High school -
Deepti Convent School
Higher Secondary Certification -
Vikram Dev Autonomous College
Bachelor of Commerce -
Berhampur University
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