Uday Shankar

• · Manage a team of commercial managers, supporting 100+ Account managers across EU and US region
• · Involved in coordinating with internal stakeholders in Quote to Order process which includes pricing, submitting of quotes to sales teams.
• · Responsible for overall success of network partnership initiatives involving IZO Internet WAN,MPLS,ILL products in Europe and US to fulfil business requirements.
• · Evaluate partners on key qualification criteria. Shortlist and identify the most suitable for business.
• · Project manage cross functional team to develop technical, commercial, contractual and operational interlock framework. Formulate acceptable trade-offs for challenging partnership engagements.
• · Orchestrate extensive cross-functional teamwork internally and externally to orient, align and build consensus to collaborate harmoniously for partnership initiatives.
• · Formulate partnership lifecycle management program for effective operational interlock and responsive turnaround to drive continuous service improvement.
• · Commercial negotiation and regular costing review with partners to ensure our offer is competitive
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
• Provided strong leadership to enhance team productivity and morale
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements

· Manage a team of 15 professionals, supporting 70+ Account managers across EU region.

· Manage maintenance contracts for a portfolio of 100+ accounts, which generated $ 15 M in revenue in FY 17, tracking upwards of $ 18 M + in FY 18.

· Lead and support sales calls with the team members to establish sales and customer retention goals and forecast committed business.

· Deliver accurate sales/maintenance contracts forecasts to management.

· Drive revenue growth within existing customer base and support new/takeover accounts.

· Collaborate with regional account teams to prepare and deliver performance updates and quarterly business reviews.

· Determine the costs and pricing of proposals and bids.

· Manage both customer and manufacturer/channel partner relationships.

· Primary function is to optimally manage the stock – responsible for Customer Premises Equipment Inventory

· Key interface with Internal Transition community for performance reviews or process optimization.

· Responsible for inventory planning and management whilst remaining within the CPE CAPEX budget ($ 42 million).

· Manage the End-of-Life scenario for CPE together with introduction of new products within the portfolio.

· Accountable for Purchasing of CPE and Spares from Top telecom equipment manufacturers

[ Cisco,Ipanema,Nortel],catering for both Installations and sparing.

· Scope of responsibility is expansive and includes procurements of Routers/Switches/Modules. Act as a direct liaison with internal departments. Identify and obtain their specific product requirements at best price/best lead times.

· Responsible for CPE planning for EEMEA and LAM,manage escalations and various service improvement plans within supply chain to increase customer satisfaction. Lead regular review meetings with internal/regional ops teams on improvements, which includes measurements against SLA’s on Quality, change & performance.

· Managing CAPEX budget and ensure end to end procurement of equipment to meet Target On Site Date. Represents the GSC Team to support the implementation of large / specific projects for respective region. Balancing on-time performance with costs.

· Key interfaces are FOIS Business Management, Finance, Equipment Vendor Management Team, Regional Ops, 3PLs for performance reviews or process optimization.

· Handled IMAC activity of Lufthansa Special Project.

· Receive RFC (Request for change) from the customer.

· Ascertain whether the change request qualifies according to the Change catalog or not Does complete data validation for each change request .

· Execution of all the Simple Changes as per the defined change catalogue within the agreed lead time.

· In case of complex request liaises with different entities to get the change released in agreed lead time or on Requested Date.

· Provide updates as needed to the customer to meet performance objectives. Remain the SPOC for the customer till change request is released.

· Send the successful report and closure report to customer and close the case.

· Handling the daily schedule and reactive cases/incidents coming Asia Pacific, Europe and Middle East countries.

· Promoted to the position of Subject Matter Expert on the basis of performance and potential by the management.

· 1st level of Escalation for India SCC, till APR2008

· Ensuring that complaints booked for customer issues are attended to within SLA and resolved effectively.

· Coordinating between various departments like logistics, helpdesk, Engineers and customers via phone or chat.

· Task management of customer’s operational requirements related to service delivery in frame of contractual obligations.

· Attend review meetings with Clients and Regional Controller.

· Maintaining quality check of cases as per Case Excellence.

· Represent India Service coordination center in meetings and conference calls.

· Ensuring that communication (oral / written) is put in use to the maximum in order to take up and resolve customer outages / requirements within SLA.

· Supervising of roster. Analyzing team members’ capabilities and scheduling training on processes with the help of Trainers.

• Worked as member of Broad Band Billing Back Office with Revenue Assurance Team.
• Conversant with Clarify, Single.e view, Omnidocs.
• Out calling Customer for confirming bill receipt and payments made.
• Data verification from Customer Application form and the system.
• Worked on FAQs on Billing of Broad Band Voice Products.
• Was in Pilot Team in Enterprise Customer Facing Unit department
• Have handled complaint calls of FWP/T customers and afterwards was given an opportunity to take calls in billing team.
• Have done floor walking in Circles to assist agents for queries on FWP/T.
• Have helped Team Leaders in preparing break schedule, generating MIS reports.
• Discussing on the Daily report in Team briefing.