Savio Joseph

• Handling Sales and support like live demo, training, technical support all across Chhattisgarh and Vidarbha region.
• Demonstrating the Product to the client.
• Providing after sales service like Product Training, technical support to the customer and partners.
• Resolving software related problems of the customer.
• Installation and training of software.
• Handling channel partner.
• Building and maintaining ongoing relationships with clients including scheduling and attending meetings and understanding the nature of clients.
• Liquidation of regional distributor (RD) stock.
• Foreseeing client’s needs.
• Mapping Accounts like (Schools, Colleges, Universities, Medical Colleges, B-Schools, Training Centers, and Strategic Account for large projects / tenders).
• Identify, develop, and evaluate marketing strategy.
• Formulate, direct and coordinate marketing activities and policies to promote services, working with advertising and promotion managers.
• Coordinate and participate in promotional activities and trade shows, working with developers, advertisers, and production managers.

Roles & Responsibilities undertaken & Achievements

v Deliver lectures and seminars postgraduate students in [Organizational Behavior, Marketing Management, Human Resource.].

v Assist in curriculum development, setting assignments, and examination papers.

v Participate in departmental meetings, workshops, and faculty development programs.

v Promote student-centered learning through interactive sessions and digital tools

• Provided technical support to banking clients, including troubleshooting and resolving issues.
• Experienced in Voice, Non-Voice, Portal modalities.
• Handled team of 16 employees as an acting regional lead for APAC, EMEA, UK.
• Vendor Partner management.
• Participate in post-incident root cause analysis (RCA) as required and follow up on improvement plans.
• Monitored and Trained New Member in the Team.
• Identified and helped to initiate process improvement for the operations.
• Provide MSR (Monthly Service Report) for incidents and requests.
• Part of a Command Centre team to handle Incident and Problem Management.
• Helped in the setup of 3 pilot project (Deutsch Bank, Aptiv, Corteva).
• Validate major incidents. Manage notifications and escalations as defined in the major incident management process.
• Manage and coordinate recovery actions and plans for major incidents to resolution.
• Provide timely and informative updates to management, and users until incident closure.
• Ensure that an accurate timeline of recovery plans and activities on major incidents are documented.
• Understand and track outstanding actions, improvement plans for incidents escalated to Team until closure.
• Be able to manage incidents on a 24X5 on-call rotational basis.
• Experience with event monitoring, incident and problem management tools.
• Ensure a consistent method of incident management is followed, including classification, escalation paths and communication protocols.
• Develop standardization and consistency through process, procedures and workflow management to ensure service excellence.
• Provide timely information to the Leadership Team regarding the performance of the operation.
• Work with the Leadership team to achieve specific call center goals.
• Act as a leader for the organization in the absence of senior leadership.
• Received Performance Excellence 4 time for the month (August 2021, January 2022 & March 2022, February 2023)

• Working in insurance domain for UK client.
• Sub process for agency management.
• Dealing with Verification of Documents, changing of agency, removal of agency, clearing for information with all security checks.
• Dealing with application like IMS 80, IMS 132, FCA.
• Achieved best performer of the month.
• Cross trained in new business for indexing.