Vincent Vinod Kumar

• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Supported clients with business analysis, documentation, and data modeling.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Collaborated with teams to define, strategize, and implement marketing and web strategies.
• Analyzed problematic areas to provide recommendations and solutions.
• Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
• Integrated technology and business operations to identify targeted solutions to customer issues.
• Created monthly forecast templates and resource management allocations for approved projects.
• Aligned closely with business owners and employees to gather information and gain operational insight.

Excellent Program & Project Leadership skills, directing multiple global projects
with cross-disciplinary project teams. Managed 75 plus agents
including (email, voice and chat agents) Level
2 for IT HelpDesk, Incident lifecycle coordinators team and Request Management,
Swivel Team, CIM, Soft Skills, Problem management and Quality.
Led employee performance evaluations and rewarded top performers
to retain quality personnel.
Mentored staff to enhance skills and achieve daily targets, usinghands-on and motivational leadership.
Improved customer satisfaction ratings by listening to complaints and
finding appropriate solutions to problems.
Key focus areas include proactive case avoidance, process
simplification and Cycle time and Quality goal attainment, seek
automation opportunities with volumetric analysis and case reduction
to the teams.
Participate on calls, reviews with Internal and External Stake Holders.
Perform analytical reviews to drive optimization opportunities and
deliver intelligent business insights through interpretation of reporting
and analytics.

Managed Global Field Operations (Desk side Support) in the capacity of
the Regional Client Interface and Service Delivery project Manager for multiple clients.
Participate and managed Autopilot,Windows 10 Migration, Office 365 Migration,
MPS (Printer Management Project) and OU Migrations etc.
Responsible for reviewing periodic metrics and take action where
necessary to enforce process and standards to ensure continued
process maturity. Produce the Process Performance Reports and
extending the Support for Process audits and assessments.
 Experience in managing vendors , SOW preparation and framework
governance establishment.
 Experienced in managing senior stakeholder relationships at CxO,
Partner, Functional Head levels
Meet clients F2F (Geographical IT/Client Counterparts) onsite for
customer reviews, Client Satisfaction surveys and Participate and
contribute in Cadence meetings and performance review with customer