Pratap Kodakkadath

A dynamic and detail-oriented professional with over 15 years of experience in Client Relationship Management looking to secure a challenging role in the IT-Operations industry. Driven by my profound expertise in account management and proven ability to enhance client relationships and coordinate with internal and external teams, my aim is to utilize my proficiency in establishing trust, solving problems, identifying opportunities, and driving solutions to deliver impactful outcomes. Passionate about capitalizing on my technical acumen and analytical approach to streamline existing processes, improve customer satisfaction, and contribute significantly towards the realization of the organization's long-term vision and goals.

• Decision Intelligence
• PMP in Progress
• CAPM
• ITIL V4 FOUNDATION
• Agile Foundations

• Experience of current agile project management practices, open source, cloud platforms and digital services
• Proven experience in successful client relationship/service management role, with the ability to challenge and remove any unnecessary barriers to service delivery
• successes in delivering globally aligned services for clients
• Ability to improve processes at business and customer account level.
• Have the ability to be able to talk the same language as the customer.
• Experience in translating complex contracts and articulating the clear parameters of service scope, to communicate to internal and external customers.
• Strategically managed a portfolio resulting in a 90% retention rate, exemplifying strong client engagement and relationship
  management
• Played a pivotal role in the Customer Experience Improvement Project leading to a significant NPS increase and high customer
  satisfaction scores.
• Improvised West's NPS by 26 points leading to a 92%-95% rating annually and a personal performance scoring of 99% in the Customer Satisfaction Survey