Ram Manohar
Manager-VIP Team - International Operations
Bangalore,KA
Overview
13
13
years of professional experience
2
2
Languages
Work History
Manager- VIP Customers- International Operations
Schneider Electric Pvt Ltd.
01.2015 - Current
- At Present I am providing excellent customer support to VIPs customer of SE like - HPCL, Netmagic (NTT), BPCL, Ramco Cement, Reliance Jamnagar, MARS International and many more.
- I receive request from customer over - Emails, chat and Over the SE Toll Free call.
- Requests related to Technical, New Sales, breakdown of the product, Order Execution, Project Execution and Order Delivery and Materials short supply which comes under CR request all these customer requests I use to provide with the help of internal stakeholders & reply back to customer through all channels.
- Products related to all BUs - Secure Power, Power Products, Power Systems, Digital Energy & Industrial Automation.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Deputy Manager - Enterprise Customer Support
Schneider Electric Pvt Ltd.
03.2012 - 01.2015
- In this job role, my job responsibilities were supporting Enterprise customer like - HPE, HDFC Bank Ltd., Reliance Retail & CBEC-customs.
- Providing support to customer over the Phone and EMAILs.
- Receive request from customer and register the case in bfo and assign the case to engineers including case follow up & reply back to customer with the case status.
- And, support only for Secure Power products.
- Issues related to back up and failure of the products.
- Co-ordination with SE Engineers and Service Partners and supply chain team for arranging the replacement at customer site.
Executive Assistant
Schneider Electric Pvt Ltd.
02.2011 - 03.2012
- I joined SE on 25th February 2011 and my job responsibilities was to take customer call over the Toll Free.
- And, to listen customer concerns related to SE products and show empathy over the call and register the case in system and provide CASE ID to customer.
- In this job profile - I learnt patience, customer concerns & customers anger and politely provided the resolution to customer.
- Also, handled the escalation of customer with related to their product failure issues and to convince the customer.
Education
Bachelor of Engineering - Electrical And Electronics Engineering
M.S Ramaiah Institute of Technology
Bangalore, India 04.2001 -
Skills
Schedule Preparation
Customer Relationship Management
Time Management
Analytical Thinking
Active Listening
Self Motivation
Customer Relationship Management (CRM)
Customer Service
Problem Resolution
Teamwork and Collaboration
Cross-Functional Teamwork
Shift Scheduling
Problem-Solving
MS Office
Timeline
Manager- VIP Customers- International Operations
Schneider Electric Pvt Ltd.
01.2015 - Current
Deputy Manager - Enterprise Customer Support
Schneider Electric Pvt Ltd.
03.2012 - 01.2015
Executive Assistant
Schneider Electric Pvt Ltd.
02.2011 - 03.2012
Bachelor of Engineering - Electrical And Electronics Engineering
M.S Ramaiah Institute of Technology
04.2001 -