Summary
Overview
Work History
Education
Skills
Strenghts
Certification
Accomplishments
Languages
Timeline
Generic

Vijay Peruri

Bangalore

Summary

Resourceful Customer Success Manager known for productively and efficiently completing tasks. Specialize in relationship building, customer retention strategies, and problem-solving techniques. Excel in communication, empathy, and adaptability to ensure customer satisfaction and loyalty. Committed to leveraging these skills to support company growth and client success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Success Manager

HCL Tech
Bangalore
11.2023 - Current
  • Conducted regular check-ins with COO and executive level of my client Lonza.
  • Escalation POC for B2C and AR for large enterprise client Lonza.
  • Was responsible for delivering verizon products like Sd Wan for customer for multiple location
  • Provided customer onboarding and training to ensure successful product adoption.

Consultant, Service Program Manager, Medtronic PMO

Verizon Enterprise Solutions
Bangalore
07.2022 - 05.2024
  • As Consultant at Verizon, Global Operation, I was responsible for Support and Governance of some of their largest client globally
  • Some key responsibilities are as below:
  • Escalation POC for Service Delivery: Research and investigate Medtronic requests / escalations pertaining to work orders
  • Perform Incident analysis, including identification of the source of the Incident and the level of support required to resolve such Incident
  • Escalate to Level 2 Support, Level 3 Support, or on-site support, if required, for Incident determination and/or resolution
  • Responsible for ensuring client updates and communication are current relative to all SOW creations, project installations, project milestones, risk mitigation strategies and overall governance
  • I was responsible for the delivery of complex, multi-towered services within a Statement of Work and the Customer MSA commitments that achieve specific business outcomes while supporting the Director for GO in APAC and EMEA in BAU activities
  • Client Management for Service Delivery: Track Verizon Commitment Date Metrics
  • Was responsible for matrix managing all internal and external Verizon supplier organizations, including coordination with Sales, Order Entry, Project Managers, Billing as well as Third Party Vendors, client partners and customer deliverables to achieve Critical Success Factors
  • Was accountable for the overall network changes that happen on the weekly basis i.e, logging the change with in the Verizon system and make sure changes are implemented successfully, Reporting of Incidents related to or a result of Change Management activity.CM related work for preventative maintenance
  • Collaborate directly with project managers and business leaders to meet implementation goals
  • Was responsible for Governance on Commit Date Metrics and liaison with Medtronic to reduce aging
  • Communicating with stakeholders to identify and resolve issues throughout implementation process
  • Was responsible for creating and presenting service reviews on monthly, Quarterly and half-yearly

Sr Service Coordinator

Wipro program Desk & APAC CST
07.2017 - 06.2022
  • Assign an appropriate and customized priority to indicate the extent of the event and the effect it has on the Customer’s service and determine the resources needed for resolving the ticket, timeframes for resolution and the escalation level
  • Act as a change manager governing all the network changes and arranging the CAB calls and secure approval from the customer and accountable for change cycle
  • Perform Incident analysis, including identification of the source of the Incident and the level of support required to resolve such Incident
  • Escalate to Level 2 Support, Level 3 Support or on-site support, if required, for Incident determination and/or resolution
  • Initiate Escalation Management (based on the jointly developed and agreed-upon escalation procedures) and obtain any necessary Customer approvals/releases associated with an Incident or Change
  • Responsible for ensuring client updates and communication are current relative to all SOW creations, project installations, project milestones, risk mitigation strategies and overall governance
  • Experience in handling complex billing issues with my account’s which resulted in major Reduction of Aged debt from $6.6M to $2M with in a span of 6months
  • Experienced in driving global projects which involving working with multiple teams like order, delivery and CSM community
  • Had experience in getting new business from the customer, working closely with sales
  • Hands on experience on Problem management and Capacity Management

Customer Service Associate

Sutherland Global Services
07.2016 - 07.2017
  • Worked as a customer representative for a giant retail-based E-commerce company based out of Seattle, which helped me discover and showcase my communication skills, understand the complexities involved in backend infrastructure required for an online website to function and get acquainted to corporate world and its functioning

Education

Bachelor - Electrical & Electronics Engineering

J.N.T.U.K (Jawaharlal Nehru Technological University

Intermediate -

State board

SSC -

the State Board

ITIL V4 CCNA (Cisco Certification) Received best Associate for local center in -

Skills

  • Customer Account Management
  • Client Relations
  • Strategic Planning
  • Customer Relations
  • Customer Retention
  • Business Development
  • Report Analysis
  • Customer Needs Assessment
  • Account Management
  • Training and mentoring

Strenghts

Strength (Gallup Strength Finder 2.0) Adaptability, Realtor, Communication, Learner, Maximizer

Certification

CCNA & ITIL V4 Certified I Multi-Lingual I Strength (Gallup Strength Finder 2.0) Adaptability, Relator, Communication, Learner, Maximizer

Accomplishments

  • Spot light award for multiple quarters

Languages

Telugu
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Tamil
Beginner (A1)
A1

Timeline

Customer Success Manager

HCL Tech
11.2023 - Current

Consultant, Service Program Manager, Medtronic PMO

Verizon Enterprise Solutions
07.2022 - 05.2024

Sr Service Coordinator

Wipro program Desk & APAC CST
07.2017 - 06.2022

Customer Service Associate

Sutherland Global Services
07.2016 - 07.2017

Bachelor - Electrical & Electronics Engineering

J.N.T.U.K (Jawaharlal Nehru Technological University

Intermediate -

State board

SSC -

the State Board

ITIL V4 CCNA (Cisco Certification) Received best Associate for local center in -

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Vijay Peruri