Vinod Premraj
Licensing specialist. Team Lead - Customer success.
Bangalore,Bengaluru, India
Summary
I am highly motivated and enthusiastic Professional with a great knowledge of General management, Licensing & Customer service. I thrive in situations that require the coordinated effort of a team. I can work under pressure, to meet challenging deadlines and objectives. I am also efficient while working on my own. I am observant, persistent, motivated and goal oriented. As an Individual, I can adapt and deal with any given situation. I am an effective communicator and listener with a desire to achieve high success within my chosen career.
Overview
10
10
years of professional experience
Work History
Customer Service Associate, L2 Escalations & Licensing Specialist
Cloud Software Group (Citrix Systems Inc.)
Bangalore
12.2020 - Current
- Serve as the primary point of contact for customers, addressing inquiries, issues, and service requests related to Citrix products and services
- Provide courteous and timely assistance to customers via phone, email, chat channels, and offline cases (web2case), ensuring high levels of customer satisfaction
- Manage customer accounts, including troubleshooting login and authentication issues, managing enterprise billing and license management
- Communicate product updates, maintenance schedules, and service disruptions to customers proactively
- Manage Citrix licensing, including the setup, configuration, and maintenance of licenses
- Troubleshoot licensing issues, diagnose errors, and implement solutions to ensure uninterrupted service delivery
- Document support procedures, troubleshooting steps, and resolutions for knowledge base and training purposes.
Team Lead - Customer support
STARTEK (Aegis Customer support services PVT LTD)
Bangalore
03.2014 - 09.2020
- Oversee/manage day to day activity of Operations, such as Auditing, floor support, feedback & coaching; manage schedule adherence, monitor queue, manage Advisor & team metric, reporting, providing updates & training; Helping Advisors in PIP and taking corrective measures.
- Managed customer reservations using Sabre and Amadeus, ensuring accuracy and efficiency in all flight, shuttle, hotel, destination specific activities, and train bookings
- Created itineraries, managed/modified tickets using Global Distribution Support (GDS) Application such as Amadeus, Sabre & Farelogix
- Processed payments for domestic and international air travel and itineraries
- Demonstrated proficiency in navigating Sabre and Amadeus interfaces to access real-time travel information, compare prices, and secure the best deals for clients
- Trained new team members on Sabre and Amadeus systems and best practices for customer service/airline industries ticketing department.
Education
BBA - General Management
Sterling Global University
Chennai, Tamil NaduSkills
- Expert in Sabre and Amadeus (Global Distribution support)
- Proficient in Excel, Word, PowerPoint Power BI
- License Specialist: Citrix Virtual Apps and Desktops (formerly XenApp and XenDesktop), Citrix ADC (NetScaler) (VPX, MPX, SDX & SD-WAN): Citrix Endpoint Management (formerly XenMobile), Citrix Hypervisor (formerly XenServer), Citrix Content Collaboration (formerly ShareFile) & Citrix Workspace, Provisioning services & Edgesight
- Project Management
Hobbies and Interests
- Swimming
- Trekking
- Playing Carom
- Riding
Languages
Tamil
First Language
English
Proficient (C2)
C2
Kannada
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Marathi
Beginner (A1)
A1
Disclaimer
I hereby declare that the above information furnished above is true to the best of my knowledge.
Timeline
Customer Service Associate, L2 Escalations & Licensing Specialist
Cloud Software Group (Citrix Systems Inc.)
12.2020 - Current
Team Lead - Customer support
STARTEK (Aegis Customer support services PVT LTD)
03.2014 - 09.2020
BBA - General Management
Sterling Global University
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