Shardul Mehta
Dombivli,West
Summary
Dynamic Key Account Manager with 8 years' experience and a strong background playing a vital role in the development, management, growth and retention of key accounts for a wide range of organizations. Service-centric leader dedicated to fueling revenues, enhancing client experience and achieving top brand loyalty. Highly adept in performing within high-pressure and deadline-driven environment with focus on territory expansion.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Senior Manager Client Ops
Loginext Solutions
Mumbai, Maharashtra
10.2019 - Current
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Positioned global capabilities to expand market share in the SEA and APAC region
- Maintaining High NPS score while managing a revenue of 1 Million + USD across the geography with more than 40 clients.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solution via BRD's and SOW's.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base with increase in existing business via upselling.
- Met existing customers to review current services and expand sales opportunities.
- Negotiated prices, terms of sales and service agreements during renewal of the clients.
- Conducted MBR and QBR for the existing clients.
- Trained new employees on customer service,product and organizing strategies.
- Served customers with knowledgeable, friendly support at every stage of onboarding and Go-Live support.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Senior Key Account Manager
AGS Transact Technologies Limited
Mumbai, Maharashtra
06.2018 - 05.2019
- Managing Relationship and Fleet of 3000 Plus ATM’s for the Biggest Private Sector Bank in India
- Analysis of performance Reports Daily & Monthly for Customers as per Customer Requirements and other various reports to prove the efficiency of the ATM Management Center in improving the ATM Uptime
- Preparation of SOW for the contracts and checking with internal Legal Team and Customer for any clarifications
- Ensure that Annual Maintenance Contracts (AMC) are signed with the customers
- Responsible for preparing Quotations for T&M Work and Monthly Billing of AMC as per the contract. Submission and collection of Invoice
- Escalation management - Tracking of Escalations and resolution, Single Point of Contact for Regional and Zonal Heads
- Generate Service Revenue as per the set target and look for new opportunities to grow the account and revenue
- Reconciliation of machines under AGS with inhouse on a bi-annual basis
- Ensure projects kick off & rollout as per deadlines & documents submitted , payment collected as per the requirement
- Customer Satisfaction & Market Intelligence
- Day to day SLM call monitoring and Escalation handling
- MBR and QBR with Sr.Management of the banks
- Handled Roll Out and Completion of EMV Roll Out for HDFC Bank and Axis Bank pan India
- Strategizing resources, project/program implementation schedules, plan project lifecycle deployment, project deliverables
- Designing and implementing plans for risk mitigation and contingencies
- Liaising with the Local Teams to ensure all tasks planned are completed within SLA and ensuring Downtime is low, Liaising with Customers for delays from their side
- ATM site closures and ATM relocations
- Resolving of vendor related issues like delivery delay, implementing measures to avoid delays in future.
Account Support II
NCR Corporation India Private Limited
11.2014 - 05.2018
- Handling relationship Management for a Large Investment Banking Firm
- Managing a contract of 5000+ Servers in 10 Countries across 40 Data Center's
- Analysis of Reports Weekly, Monthly and Quarterly for Customers as per Customer Requirements
- Ensure that Annual Maintenance Contracts (AMC) are signed with the customers
- Responsible for Billing the customer as per the contract
- Responsible for Collection of payments as per the monthly targets
- Escalation management - Tracking of Escalations and resolution
- Day to day SLM call monitoring and Escalation handling
- MBR and QBR with customers
- Working with Vendor to ensure Parts availability
- Weekly review call with Vendor to discuss the Parts availability and discuss plan of action with them in areas where Part availability was Low
- Part Usage Analysis
- Repeat Failure Analysis and Bad Actor Analysis providing feedback to Customer to help them bring down the failure rate thus increasing Server Availability and reducing costs
- Supporting Power Down and BCP Events
- Also handling a Large Luxury Retail Store Chain (Burberry) across 3 countries
- Working with the Senior Management on cost Reduction project in the APAC region
Field Service Escalation Manager
NCR Corporation
Mumbai, Maharashtra
09.2011 - 11.2014
- Timely updates to customer
- Disagreement/Disconnect between SC & CE
- Inaccurate/Untimely reporting
- Customer initiated escalations
- Critical Service Level Agreement (SLA) misses
- Attending calls with customer's HD Head and discuss status of the account
- Responsible for managing and driving escalations between field, logistics, and FSC ensuring resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
Service Coordinator II
NCR Corporation
Mumbai, Maharashtra
01.2009 - 09.2011
- Along with normal responsibilities of SC-I was assigned as first Point of contact for Client as it meant more focus and attention which helps to keep their account and SLA in control
- In order to assist FSC TL and Account supports with their targets I was generating reports and monitoring CE and SC performance for each territory to avoid any variations in process
- Developed new ways to fine tune the processes (Part Order / Guards, etc)
- Have provided tremendous floor support to team mates; have managed End of Day and Start of Day reports in absence of TL
- Working closely with vendors and working to resolve the ongoing operational challenges.
Service Coordinator
NCR Corporation
Mumbai, Maharashtra
09.2007 - 04.2009
- Managing each and every customer’s SLA targets was the main business objective
- Each and every ATM down call is associated with potential revenue loss if SLA is not achieved
- Thus, being the owner of territory along with Territory Manager – we have to maintain customer SLA at all costs. Shift scheduling for the ATM Engineers.
Senior Customer Service Advisor
ZENTA
Mumbai, Maharashtra
10.2006 - 08.2007
- Worked for a Reputed Credit Card Company in US and handled queries of customers regarding temporary Hold put on the Card due to suspected Fraud on the Account
- Made Outbound Calls to the Customers and verified Charges made on the Card to ensure there no Fraudulent Charges on there account
- If Fraudulent Charges found on the Account take necessary actions on the accounts.
Customer Service Associate
Tata Consultancy Services
09.2005 - 08.2006
- Worked as a Customer Service Associate for a US Major Retail chain
- Handled Inbound Customer Service Complaints and tried to resolve the Customer Queries and endeavor to Delight the Customer at the end of the Call
- Try and retain the Faith of the Customer in the Retail Chain and also make sure the Customer comes back to the Chain thus maintaining the Customer loyalty and bringing in additional business.
Education
No Degree -
SSC - Maharashtra Board
Mumbai 04.2001 -
High School Diploma -
HSC - Mumbai University
Mumbai 04.2001 -
Bachelor of Science - Information Technology
Bhartiya Shiksha Parishad
04.2001 -
Skills
High-impact proposal presentation
Timeline
Senior Manager Client Ops
Loginext Solutions
10.2019 - Current
Senior Key Account Manager
AGS Transact Technologies Limited
06.2018 - 05.2019
Account Support II
NCR Corporation India Private Limited
11.2014 - 05.2018
Field Service Escalation Manager
NCR Corporation
09.2011 - 11.2014
Service Coordinator II
NCR Corporation
01.2009 - 09.2011
Service Coordinator
NCR Corporation
09.2007 - 04.2009
Senior Customer Service Advisor
ZENTA
10.2006 - 08.2007
Customer Service Associate
Tata Consultancy Services
09.2005 - 08.2006
No Degree -
SSC - Maharashtra Board
04.2001 -
High School Diploma -
HSC - Mumbai University
04.2001 -
Bachelor of Science - Information Technology
Bhartiya Shiksha Parishad
04.2001 -
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