Singing, Reading, Cooking
Shivam Tejpal
Client Services Manager
Mumbai
Summary
Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Client Services Manager
Equinix
Mumbai
12.2017 - Current
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Defined clear targets and objectives and communicated to other team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Launched quality assurance practices for each phase of development
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Sales Analyst
Tech Mahindra
Mumbai
07.2015 - 12.2017
- Delivered key metrics for sales, credit and warranties to drive success of business.
- Applied sales forecasting techniques and strategic planning to verify sales and profitability of products, lines and services.
- Developed accurate sales forecasts by analyzing sales feedback and wrote reports for senior leadership.
- Developed tools and processes to help improve operational efficiency and enhance sales team productivity.
Customer Service Executive
WNS Global Services
Mumbai
11.2013 - 04.2015
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Described product and service details to customers to provide information on benefits and advantages.
Assistant Client Service Manager
Supreme Infrastructure India Limited
Mumbai
07.2011 - 05.2013
- Established performance and service goals and held associates accountable for individual performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Education
BBA - Marketing
Tilak Maharashtra Vidyapeeth
Pune 03.2011 - 03.2014
Skills
Client Relationships
Accomplishments
- Handled a total of 550 clients in my first 3 years with Equinix, to deploy their data center services from scratch.
- After completing 3 years was promoted to handle major financial clients.
- Helped devise and piloted a proactive outreach program to inactive clients to understand their needs better and be able to expand business.
- Conducted 18 CBRs with clients over a period of 3 months and expanded the business of 3 major clients towards Equinix Cloud-based Services, through these CBRs.
- Increased interaction with clients to reduce inactivity of clients.
Certification
Six Sigma - Green Belt
Interests
Timeline
Six Sigma - Green Belt
03-2022
Client Services Manager
Equinix
12.2017 - Current
Sales Analyst
Tech Mahindra
07.2015 - 12.2017
Customer Service Executive
WNS Global Services
11.2013 - 04.2015
Assistant Client Service Manager
Supreme Infrastructure India Limited
07.2011 - 05.2013
BBA - Marketing
Tilak Maharashtra Vidyapeeth
03.2011 - 03.2014
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