MOHAMMED YUNUS

• Managing relationship with key accounts (banks) for company
• Developed and cultivated healthy relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
• Monitored customer feedback and generated reports to identify areas of improvement.
• Created and maintained databases to track customer discussions and preferences for accurate, updated records.
• Maintained knowledge on banking products and distribution to provide optimal service support.
• Developed strategic plans for day-to-day financial operations.
• Owning and developing client relationship and trust to grow revenue streams and ensuring company’s brand equity is maintained and enhanced
• Identify newer opportunities for growing revenues and customer mindshare
• Position offerings to suit client’s requirements
• Lead functional teams for delivering services for portfolio spread across country
• Build and maintain a strong & cohesive team to align them with meeting customer/ SLA objectives
• Engage with vendors/ partners in effectively delivering services
• Conducting regular reviews with them and handling escalations effectively
• Energize and motivate team and oversee day to day business operations
• Ensuring that SLAs agreed on with clients are being met by efficient and effective interactions with delivery team.

• Worked as a Service Account Manager for customers like Hitachi, IndusInd Bank, EPS & CMS InfoSystems.
• Manage delivery of AGS services to customer in professional manner, creating positive Customer satisfaction
• Represents AGS's senior management to customer
• Achieve and exceed financial goals established for engagement
• Achieve and exceeds operational goals established in contract or Statement of Work (SOW)
• Develop customer specific plans collaborating with internal teams including Field Operations, Logistics, Call Management, Parts, Professional Services and Project Management Organization
• Continually seek to build and enhance enduring relationships with key customer interfaces while working to achieve thorough understanding of their current and future service requirements
• Schedule and conduct regular meetings with customers (and direct vendors) to review service quality, discuss customer-specific service issues, seek to uncover new service opportunities, ensure currency and integrity of all customer information in AGS databases, monitor parts plans, develop and maintain Account Support Plan
• Obtain customer sign-off for of regular and ad-hoc services to ensure invoicing in line with corporate schedules
• Responsible for providing financial Outlooks and managing direct vendor costs
• Ensure delivery of required reports to customer; conduct Post Incident Reviews for critical / high-severity incidents or process failures impacting customer availability
• First point of contact for service escalations, both internal and external, Customer escalations & Vendor management
• Responsible for maintaining ATM uptime for customers
• Involve in escalations calls with vendors & banks as needed for delivery of equipment or services
• Ensure required payments have been collected from customers for services provided
• Regular AMC billing should be done and payments to be collected
• Participates in regular meetings with key team members to review backlog, inventory, and order status and to jointly resolve issues
• Ensure team provides services are consistent with Customer contract and educate persons as needed
• Also Identify out of scope services and manage accordingly both internally and externally to ensure controls are put in place and AGS receives payment for services rendered
• Develop & assist in the creation and ongoing management of the rollout schedule
• Update, track, and adjust rollout schedule on timely basis
• Escalate issues with maintaining rollout schedule, as needed, and manage to closure

• Manage delivery of AGS services to customer in professional manner, creating positive Customer satisfaction
• Represents AGS's senior management to customer
• Achieve and exceed financial goals established for engagement
• Achieve and exceeds operational goals established in contract or Statement of Work (SOW)
• Develop customer specific plans collaborating with internal teams including Field Operations, Logistics, Call Management, Parts, Professional Services and Project Management Organization
• Continually seek to build and enhance enduring relationships with key customer interfaces while working to achieve thorough understanding of their current and future service requirements
• Schedule and conduct regular meetings with customers (and direct vendors) to review service quality, discuss customer-specific service issues, seek to uncover new service opportunities, ensure currency and integrity of all customer information in AGS databases, monitor parts plans, develop and maintain Account Support Plan
• Obtain customer sign-off for of regular and ad-hoc services to ensure invoicing in line with corporate schedules
• Responsible for providing financial Outlooks and managing direct vendor costs
• Ensure delivery of required reports to customer; conduct Post Incident Reviews for critical / high-severity incidents or process failures impacting customer availability
• First point of contact for service escalations, both internal and external, Customer escalations & Vendor management
• Responsible for maintaining ATM uptime for customers
• Involve in escalations calls with vendors & banks as needed for delivery of equipment or services
• Ensure required payments have been collected from customers for services provided
• Regular AMC billing should be done and payments to be collected
• Participates in regular meetings with key team members to review backlog, inventory, and order status and to jointly resolve issues
• Ensure team provides services are consistent with Customer contract and educate persons as needed
• Also Identify out of scope services and manage accordingly both internally and externally to ensure controls are put in place and AGS receives payment for services rendered
• Develop & assist in the creation and ongoing management of the rollout schedule
• Update, track, and adjust rollout schedule on timely basis
• Escalate issues with maintaining rollout schedule, as needed, and manage to closure

• Handle team of 25 follow up agent to monitor and maintain ATM uptime of 96%
• Prepare Roster on weekly basis and update TRAMS system for their pick and drop
• Maintain leave record and Quality scores of 25 follow up agents which can be used for their stack ranking
• First point of contact for service escalations, both internal and external, Customer escalations & Vendor management
• Responsible for maintaining ATM uptime across 6 states of India
• Ensure team provides services are consistent with Customer contract and educate persons as needed
• Also Identify out of scope services and manage accordingly both internally and externally to ensure controls are put in place and MPHASIS receives payment for services rendered
• Involve in escalations calls with vendors & banks as needed for delivery of equipment or services
• Ensure any necessary billing and status data is provided to appropriate parties
• Flash ATM status reports on weekly and monthly basis
• Participates in regular meetings with key team members to review backlog, inventory, and order status and to jointly resolve issues
• Responsible for identifying and escalating to Team Leader or Territory Manager, or correct person, any situation that will cause work order to exceed specific contractual response or fix time

Implementation Coordinator [Aug 2010 to Nov 2013]

• Develop & assist in the creation and ongoing management of the rollout schedule. Update, track, and adjust the rollout schedule on a timely basis.
• Create installation scheduling requests and ensure that all customer installation/deployment activity is scheduled and completed to the customer’s satisfaction.
• First point of contact for service escalations, both internal and external.
• Responsible for maintaining the rollout schedule.
• Ensure services provided are consistent with the Customer contract and educate persons as needed re the scope of the contract and requirements. Identify out of scope services and manage accordingly both internally and externally to ensure controls are put in place and NCR receives payment for services rendered.
• Coordinate with other vendors as needed for delivery of equipment or services.
• Escalate issues with maintaining the rollout schedule, as needed, and manage to closure.
• Ensure any necessary billing data is provided to the appropriate parties.
• Provide updates to the project status reports. As this is an EMEA regional role availability outside core local hours is required to effectively fulfill this role.
• Participates in regular meetings with key team members to review backlog, inventory, and order status and to jointly resolve issues.

Service Coordinator [May 2006 to Aug 2010]

• Position is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. Position is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
• Support the activities of the Customer Engineers (CEs) assigned to this position within a particular geographic region or territory; Plan, prioritize, assign, and monitor all open work orders for CE’s, ensuring the prompt delivery of service to meet our contractual terms and conditions; May be required to perform escalation management activities which provide end to end tracking for both field and customer.
• Responsible for identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time; Gathers problem information and records data in desktop tools.
• Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall
• Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory; Scheduling customer installation activity.
• Providing a central point of communication for engineers and handling any incoming telephone messages that may need to be transmitted to the engineers within the territory.
• Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments.
• Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload; Ensuring the correct and timely closure and completion of all work orders.
• At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available.
• Provide parts management/coordination as assigned.
• Work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage.
• Service Coordinator is accountable for continuously receiving and handling high volumes of work orders, working in a team environment and interacting with multiple internal customers.