Shailesh Salvi
Customer Success Services
Navi Mumbai
Summary
Results-oriented professional with over two decades of experience in Customer Success and Relationship Management, specializing in Delivery Management, Customer Governance, Account Relationship Management, and Contract Management. Deep understanding of the Datacenter domain and knowledge in Oracle technology products, ITIL processes, and project management methodologies (PMP, ITIL). Proven track record in leading global teams, customer engagement, and C-level communication. Skilled in strategic operations, project planning, capacity and workforce planning, problem-solving, stakeholder management, and building strong relationships.
Overview
29
29
years of professional experience
Work History
Head – Customer Experience/ Program Management
Sify Infinit Spaces Ltd., a subsidiary of Sify Technologies Ltd.
8 2020 - Current
- Developed and implemented a customer-centric CX strategy aligned with business goals, fostering a customer-centric culture.
- Managed SLAs with customers to ensure fulfillment and advocated for the customer voice within the organization.
- Led and managed a team of professionals delivering efficient and reliable data center operations.
- Managed the entire project lifecycle, from initiation to closure, ensuring clear goals and deliverables for all stakeholders.
Service Assurance Manager
STTelemedia GDC - Tata Communication Associate
01.2016 - 08.2020
- Successfully managed strategic accounts, serving as the primary point of contact for all customer interactions.
- Ensured the effective delivery of colocation services, meeting customer requirements and resolving service incidents promptly.
- Analyzed customer feedback to identify areas for improvement and implemented Service Improvement Plans to enhance service quality.
- Monitored account costs, identified revenue leakage, and implemented strategies to improve account margins.
Senior Group Leader/ Operations Manager
Wipro Ltd. (BPO Division)
10.2003 - 03.2015
- Led a team of 100+ team members, overseeing their performance and development.
- Managed end-to-end project lifecycles, ensuring successful delivery and adherence to timelines.
- Implemented best practices to streamline operations and improve efficiency.
- Established and maintained a robust quality framework, resulting in reduced error rates.
Medical Sales Representative
Dabur Pharmaceuticals Ltd.
04.2001 - 09.2003
- Increased sales revenue by consistently meeting and exceeding sales targets through strong relationship building and product knowledge.
- Developed key relationships with medical professionals, leading to consistent referrals and increased customer base.
- Optimized territory management by regularly analyzing sales data and adjusting strategies accordingly, maximizing efficiency.
Field Supervisor
Global Market Research Ltd.
08.1995 - 03.2001
- Led a team of supervisors, ensuring efficient execution of market research surveys.
- Managed projects, ensuring timely completion and adherence to quality standards.
- Created and analyzed reports to provide insights into market trends.
Skills
Customer Success and Relationship Management
Technical Knowledge & Expertise (Oracle, ITIL, PMP)
Leadership and Communication
Customer-Centricity
Project Management
Adaptability
Managed Services
Customer Satisfaction (NPS, CSAT)
Team Management
Coaching and Mentoring
Service Delivery
Solution Identification and Implementation
Effort Estimation
Customer Deliverables
Blocking Issue Management
Regulatory Compliance
Collaboration Programs
TAM Community
Accomplishments
- Effectively led and delivered numerous data center operational projects involving power and cooling efficiency, infrastructure monitoring through drawbridge implementation, Security enhancements, Safety measures, automation etc. for key clients, ensuring the timely and successful fulfilment of new customer requirements.
- Successfully delivered & handed over new data center setups for customers on time, through project coordination, tracking progress, conducting stakeholder reviews, participating in Integration & System Testing’s (IST) prior handover.
- Identified and addressed revenue leakage in the data center invoicing process, resulting in significant cost savings.
- Contributed to data center automation, energy conservation, and PUE improvement projects, leading to increased efficiency and cost savings.
- Provided data driven analytics on speech, text and social media data, leading to improved customer experience metrics.
- Introduced Transaction Selection Process (Randomizer) using Excel, streamlining QA processes, and implemented strategies to reduce Average handling time (AHT) by 25%.
- Recipient of Wipro's "Most Compliant Employee" award for maintaining a perfect compliance record throughout my tenure.
Education & Certifications
- Bachelor of Science, Mumbai University, May 1995
- Executive Programme in General Management, IIM Jammu
- EXIN EPI Certified Data Centre Professional CDCP
- ITIL V3 Foundation certified
- CPD certified Diploma in Customer Service, Alison, Ireland
- Formally Trained in PMI methodologies & implementation of ITIL practices
- Pursuing PMP and PRINCE2 Foundation and Practitioner certification
- Master's Program in Data Science
- Green Belt certified & Black Belt trained in the Six Sigma Operational Excellence Methodologies
- Certified Internal Auditor for ISO 14001 & ISO 22301
- Leadership Development Program, Wipro
- Certified Trainer (Wipro Learning Champion Training)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Service Assurance Manager
STTelemedia GDC - Tata Communication Associate
01.2016 - 08.2020
Senior Group Leader/ Operations Manager
Wipro Ltd. (BPO Division)
10.2003 - 03.2015
Medical Sales Representative
Dabur Pharmaceuticals Ltd.
04.2001 - 09.2003
Field Supervisor
Global Market Research Ltd.
08.1995 - 03.2001
Head – Customer Experience/ Program Management
Sify Infinit Spaces Ltd., a subsidiary of Sify Technologies Ltd.
8 2020 - Current