Santosh KS

Handled - Global Account Management , Windows engineering- Windows Patching and Field Service Support projects in 3.5 years

• Assessed customer needs and developed solutions to meet those needs.
• Created detailed reports analyzing project performance data.
• Managed team resources and allocated resources effectively to achieve objectives.
• Conducted regular meetings with team members to review progress on projects.
• Analyzed complex problems and identified effective solutions.
• Reviewed processes and procedures to identify areas of improvement.
• Created documents detailing standard operating procedures.
• Communicated regularly with stakeholders on project status, issues, or changes.
• Prepared presentations outlining project goals, timelines, budgets.
• Provided feedback on deliverables from colleagues to ensure quality standards were met.
• Implemented best practices in the use of tools and technologies related to project management.
• Monitored progress against milestones and adjusted schedules accordingly.

• Serve as the point of contact for all major incidents.
• Plan and facilitate all the activities involved in the incident management process deviations.
• Ensure that the correct process is followed for all tickets and correct and communicate with the project owner.
• Ensure that SLAs are in green ( Above 90%)
• Identify the incidents that need to be reviewed and carry out the review - Escalation metric analysis
• Carry out incident Analysis
• Document the steps followed to resolve the incident and submit knowledge base articles.
• Identify when an incident is a problem and convert the incident ticket If the incident is resolved, confirm the resolution with the end user.
• Ensuring that the Dispatch is coordinated and no Major business impact

• Provided technical support to customers by troubleshooting and resolving hardware and software issues.
• Started with QuickBooks for Desktop, where met the metrics averaging above 85%., then moved to QuickBooks Online as a member to support a pilot batch, where, I have
• Continued to consistently meet the Scores with an average of above 80% & Issue Resolution averaging above 95%.
• Conducted research on technical products in order to make recommendations to customers.
• ·Have always been presented as a Role Model to the team members for my Customer handling skills, Presented with Floor Support for the team whenever required.
• Always assisted the team members with quick resolutions or articles through chat While on calls. Met the scores at IDC as well with Multiple Appreciations from Manager and Team Leader.
• Forwarded Product Feedback & Suggestions to the development team every now & then, a few out of which got implemented.
• Always have been the Top Performer & Key contributor for the team, giving a tough Competition to the tenured agents.

• Reviewed and analyzed customer accounts to ensure accuracy of transactions.
• Processed payments and deposits in a timely manner.
• Assisted with training new staff members on transaction processing procedures.
• Provided customer service support for inquiries regarding transactions, fees.
• Generated reports to track daily transactions and prepare summaries for management review.
• Learnt strong communication skills by constant interaction with US customers.
• Complied team reports and supported the TL and SME by supporting new team members.
• Took refresher classes as and when the updates needed to be put forth to the new team members.
• Extended hours to complete the target without a hassle.
• Was promoted by 2 levels over the time span of 3 years.

Role: Handled the customers’ accounts of Energy and Gas

• Performed data entry, analysis, reporting and auditing tasks related to customer information.
• Handled the accounts of Australian customers in terms of Energy and Gas (Keeping in mind the billing cycle, solar tariff etc.) and rectified any errors during the process.
• Maintaining the customer database, completing the customer update and requests related to the billing.
• Established collaborative and cohesive relationships with various departments and vendors to ensure smooth functioning of the process which relating to percentage of discounts
• Followed up on regular updates related to the process through client’s updates and emails.

Role: - Generated and Closed Leads (Database sales)

• Prospected clients across the globe studied the company’s target market and e- mailed company market head of the benefits of database for the company, scheduled conference calls, explained the importance of database on how it will target the revenue of the company and closed the leads for a period of 11 months.
• · Responsible for $26,000 in sales on the overall tenure.
• · Was awarded the super star of the month award on consistent basis.
• · Successfully secured the deal from a major company called ADP.
• · Applied confidence and knowledge to support team members in achieving business based on mutual trust and respect, made strong inroads in developing strategy to support long term business growth.