Mukesh Sharma
Customer Success Team Leader
Gurgaon,HR
Summary
Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. 10+ years of expertise in Customer Success Management, Project Delivery, Business Analysis, Client Interaction/Requirement Gathering, Documentation & People Management/Training. Presently Associated with BT Global as Team Leader /Incident manager. Responsible for coordinating commercial/technology-based projects, typically within service or operations function, to agreed performance targets, budgets and timescales.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Customer Relations Team Leader
BT Global Services
Gurgaon, Haryana
06.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Manage Customer Project and maintenance schedule for on time delivery .
- Uplift Target Net Promoter score
- Provide data and reporting of KPI’s and trend to management in ad-hoc , weekly , monthly and needed interval
- Responsible for Impacts on the business through shared responsibility (with immediate manager and/or senior project manager of larger project) for volume, quality, and timeliness of end results of specified projects at the account or business unit level
- Managed business, including customer, project team, project suppliers and other affected parties
SME Incident management/ Delivery
BT Global Services
09.2014 - 06.2018
- Manage Gathering data to show trend analysis from service desk prospective and implement ideas to enhance people knowledge with intake process
- Streamline multiple process and includes new process for incident management
- Setup cross training with WAN and LAN technology leads to improve way of incident handling and upskill people
- Managed the implementation phase of projects, ensuring that deliverables - from both vendors and internal areas - are received on time and that any delays are mitigated and escalated appropriately
- Overall target is to meet customer agreed SLA to save penalty on incident management
- Reduction in operational Cost
- Provide Service recovery for major incidents/P1 tickets through hands-on troubleshooting
IT Associate
ACCENTURE INDIA PRIVATE LTD
07.2013 - 09.2014
- Checking MPLS and ILP client their issues related to MPLS and resolve them
- Lease line customer link maintenance troubleshooting and query resolution on Cisco and Juniper routers
- Worked on Wireless (Radio) modems such as Schmid, Mrotech etc
- Diagnose standard fault reports accurately through dialogue with the customer and remote access when available; where possible clear the problem, find a solution, avoiding a field engineering visit within agreed SLA times
- Trouble shooting of Link related problems, Internet related Queries, Bandwidth related (upload/download) problems of clients, Latency related Queries, IP and mask related Queries, Ping related Issues
ISS Engineer
Tulip Telecom Ltd
10.2012 - 07.2013
- Proficient in installing, commissioning and troubleshooting of Routers & Switches
- Installation of Cisco Routers, 7200,3900,2800,2911 & 1841 Series Juniper & Maipu
- Installation of Cisco Switch 35XX, 29XX, Series , Maipu, Rujie & Zyxel Switches,
- Configuring & troubleshooting OSPF, BGP, MPLS, VLAN, Intervlan & MSTP by using
- Core Router & Switches
- IOS Up gradation and maintenance of Cisco Routers and switches
- Configuration, troubleshooting & maintenance of RF point to point and point to multipoint links
- Configuration of the Cisco, Juniper & Maipu routers at the client end
- Trouble shooting of Link related problems, Internet related Queries, Bandwidth related (upload/download) problems of clients, Latency related Queries, IP and mask related Queries, Ping related Issues
Education
Computer Application
Master in Computer Application From PTU
Amritsar 07.2009 - 06.2012
Computer Application
Bachelor in Computer Application From Jammu
Jammu 06.2006 - 06.2009
Skills
Client relationship management
Operations support
Project creation
Solutions development
Continuous Improvement
Customer Relations
Team meeting management
Service Team Management
Accomplishments
- Customer Relationship Management,
- Service Transition Management
- Business Transformation Solutions
- Business Continuity & Systems Security
- Risk Management & Risk Mitigation
- Team Collaboration, Coaching, & Motivation
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certification
CCNA Certified
Timeline
Customer Relations Team Leader
BT Global Services
06.2018 - Current
SME Incident management/ Delivery
BT Global Services
09.2014 - 06.2018
IT Associate
ACCENTURE INDIA PRIVATE LTD
07.2013 - 09.2014
ISS Engineer
Tulip Telecom Ltd
10.2012 - 07.2013
Computer Application
Master in Computer Application From PTU
07.2009 - 06.2012
Computer Application
Bachelor in Computer Application From Jammu
06.2006 - 06.2009