Nalini Shitole
Pune
Summary
- Experience in Service Delivery, Customer Success management and Project Management
- Expertise in client relationships management and efficient in service delivery productivity.
- Overseeing IT operational supports management, Vendor management and resource management.
Overview
12
12
years of professional experience
Work History
Customer Success Manager/Service Delivery Manager
ESP Global IT Solutions
Pune
06.2022 - Current
- Building up Customer relationship management and maintaining strong, long-lasting relationships with customers, acting as their main point of contact.
- Oversee daily operations to ensure the smooth delivery of services, managing internal teams to meet customer expectations.
- Ensuring customers has a clear understanding of the services, implementation timelines, and respective stakeholders in the weekly and monthly service reviews.
- Implementing value-added solutions to customers that enhance their experience and contribute to their long-term success.
- Managing the profitability of customer accounts, ensuring a healthy P&L and optimizing gross margins.
- Tracking regular financial performance reviews against targets and identifying areas for improvement.
- Handling the business growth for up-sell and cross-sell opportunities within existing customer accounts to drive revenue growth.
- Amendments and renewals of the customer contracts including negotiations.
- Managing the operational delivery of the customers contracted services and ensuring that SLA’s & KPI’s are met as per contracts.
Team Leader
Tech Mahindra
09.2020 - 06.2022
- Project - UPS (United Parcel Services) Logistics
- Managing a team 30-40 associates and achieving KRA’s on a month on month basis.
- Managing SLA’s such as productivity, quality and TTT.
- Handling all the client call’s and client interactions.
- Maintain the quality of team. And work on the defaulters, such as side by side, huddles, feedback.
- Determining the duties and responsibilities of individuals in a team
- Organize training for the employee's in the team to upskill themselves, look up to every individual for the same, and guide them
- Mentoring and assisting new hires.
- Analysed the individual performance of each team member and motivated him or her to perform even better.
Team Leader
Wipro Limited
06.2013 - 09.2020
- Project - Capital One - Dispute Correspondence and Fraud.
- Managed 2 teams of 20-25 Associates for the Correspondence queue and Fraud queue.
- Ensuring 100% Quality Scores apart from consistently meeting all the KPA's defined by the process.
- Have been responsible for mentoring an OJT batches with 20 asociates ensuring 100% throughput.
- Organized training workshops to improve the performance of the members who were lagging behind in terms of performance.
- Recognize and celebrate team and team member accomplishments and exceptional performance.
- Sharing innovative ideas for the simplification of the process.
Education
BSC - Bot
PUNE UNIVERSITY
Skills
- Service Delivery
- Customer Success
- Service Assurance
- Service Desk
- Incident Management
- ServiceNow
- People Management
- Power BI
- People management
- ITIL
- Vendor Management
- Leadership
Languages
- Hindi
- Marathi
- English
Timeline
Customer Success Manager/Service Delivery Manager
ESP Global IT Solutions
06.2022 - Current
Team Leader
Tech Mahindra
09.2020 - 06.2022
Team Leader
Wipro Limited
06.2013 - 09.2020
BSC - Bot
PUNE UNIVERSITY
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