Revathy Parthan

Associate Client Manager

RR Donnelley

Chennai

01.2013 - 01.2022

Implemented operational metrics for successful project management, earning recognition from clients and offshore teams.
Evaluated and enhanced operational efficiencies to meet client commitments, and improve project outcomes.
Led service-level metrics and adherence to SLAs, ensuring high customer satisfaction.
Promoted gender diversity through active participation in the 'Women Only Network' initiative.
Managed diverse projects from initiation to completion, ensuring on-time delivery and adherence to budget constraints.
Built strong client relationships by actively engaging with existing and new clients, identifying business expansion opportunities, and enhancing customer satisfaction.
Acted as the primary point of contact within the business unit for clients and senior management, overseeing a team of up to 20 direct-reporting associates.
Collaborated regularly with clients to understand their needs, address concerns, and provide project progress updates.
Developed and implemented effective communication strategies to maintain transparency, and foster trust with clients.
Defined and communicated individual performance goals for team associates based on daily utilization, productivity, and quality metrics.
Conducted monthly performance reviews to assess achievements and identify areas for improvement.
Conducted daily audits to ensure the accuracy and efficiency of the team's work, identifying and addressing any potential issues proactively.
Organized daily workflow and ensured appropriate staffing to provide optimal service, maximizing revenue, customer satisfaction, and employee engagement.
Scheduled and actively participated in meetings with clients and prospective clients to discuss project progress, address concerns, and foster strong relationships.
Collaborated with upper management to identify areas for continuous improvement, implementing strategies to exceed team goals, and enhance project outcomes.
Effectively handled complaints, provided appropriate solutions, and followed up promptly to achieve resolution and maintain client satisfaction.
Engaged with the Learning & Development team to arrange process and soft-skill training for associates, fostering their professional development, and enhancing project management capabilities.