T K Rona
BENGALURU
Summary
Dynamic Senior Account Coordinator with proven expertise in client relationship management at Deluxe Entertainment. Successfully managed high-volume content deliveries, achieving on-time execution of projects. Skilled in cross-functional collaboration and issue resolution, driving project success while enhancing team efficiency through effective delegation and resource allocation.
Overview
14
14
years of professional experience
Work History
Senior Account Coordinator Client Services & Order Management
Deluxe Entertainment Distribution India Private Limited
BENGALURU
04.2023 - Current
- Serve as the primary point of contact for clients, addressing queries, resolving escalations, and maintaining strong relationships.
- Manage high-volume content deliveries for Warner Bros, ensuring timely execution and adherence to quality standards.
- Collaborate with cross-functional teams, including localization, quality control, and technical departments, to drive project success.
- Create proformas for the billing team to ensure the smooth billing of completed projects.
- Spearheaded account management, ensuring projects are in accordance with the client’s expectations from start to completion.
- Delegated tasks to account coordinators, and provided resources that increased team efficiency.
- Managed client expectations throughout the duration of projects by providing regular progress reports.
- Identify and resolve discrepancies, flagged issues, and process bottlenecks, coordinating with internal teams for swift resolution.
Account Coordinator Client Services
Deluxe Entertainment Distribution India Private Limited
02.2021 - 04.2023
- Coordinated with various departments to ensure the smooth progress of projects.
- Create a sales order for clients.
- Monitored and assessed project progress, achieving a 100% on-time delivery rate for client orders.
- Oversaw multiple projects, ensuring adherence to timelines, and on-time project delivery.
- Collaborated with cross-functional teams to develop effective solutions for clients' needs.
Senior Domestic Technician for Digital Cinema-Keys
Deluxe Entertainment Distribution India Private Limited
06.2019 - 02.2021
- Effectively managed client inquiries and resolved their issues on first contact through the Freshdesk ticketing system, calls, and email.
- Addressed critical equipment malfunctions for theaters in North America.
Senior Quality Assurance Analyst - Optus
24/7.ai
BENGALURU
04.2016 - 05.2019
- Compiled weekly and monthly performance reports.
- Led a team of quality assurance analysts.
- Improved production team performance through the development and implementation of a comprehensive training program for non-performing agents, addressing inconsistent performance monitoring, and increasing team efficiency.
- Assigning tasks and targets to the QA team.
- Monitoring DSAT scores from calls, chats, and emails on a daily basis.
- Provide feedback and training to non-performing agents.
Quality Assurance Analyst -Adobe
247.AI
BENGALURU
06.2014 - 04.2016
- Provided weekly and monthly performance summaries to team leaders and management.
- Monitored daily agent interactions through chats, emails, and calls, enhancing client satisfaction.
- Delivered comprehensive training to new employees.
- Utilized the escalation hierarchical matrix to ensure fast, secure, and appropriate resolution of critical customer complaints.
Subject Matter Expert - Adobe
247.AI
BENGALURU
07.2012 - 05.2014
- Managed high-priority customer complaints via email, phone, and live chat.
- Provide floor support to customer service agents.
- Effectively resolving escalated cases on live chat or calls.
- Maintained incoming requests, ensuring that SLAs are met on a daily basis by the team.
Customer Support Representative- Adobe
247.AI
BENGALURU
04.2011 - 07.2012
- Resolved client queries through calls, emails and chat.
- Addressed the technical challenges faced by Adobe users.
Education
Bachelor of Arts - English Literature
Sikkim Professional University
GangtokSkills
- Management services
- Incident management
- Escalation management
- Customer service
- Cross-functional collaboration
- Content delivery management
- Client relationship management
- Issue resolution
- Performance monitoring
- Project management
- Account and project management
Timeline
Senior Account Coordinator Client Services & Order Management
Deluxe Entertainment Distribution India Private Limited
04.2023 - Current
Account Coordinator Client Services
Deluxe Entertainment Distribution India Private Limited
02.2021 - 04.2023
Senior Domestic Technician for Digital Cinema-Keys
Deluxe Entertainment Distribution India Private Limited
06.2019 - 02.2021
Senior Quality Assurance Analyst - Optus
24/7.ai
04.2016 - 05.2019
Quality Assurance Analyst -Adobe
247.AI
06.2014 - 04.2016
Subject Matter Expert - Adobe
247.AI
07.2012 - 05.2014
Customer Support Representative- Adobe
247.AI
04.2011 - 07.2012
Bachelor of Arts - English Literature
Sikkim Professional University
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