Pretesh Dolat Vallabh

• Ensured seamless integration of new technologies with legacy systems through meticulous planning and coordination.
• Negotiated contracts with vendors, ensuring favorable terms that supported project goals and budgets.
• Driving project success through adaptability to changing priorities while maintaining focus on goals.
• Cultivated vendor partnerships for hardware, software, and service procurement effectively.
• Engaged with various departments to fulfill IT objectives and ensure system security and integration.
• Managed IT operations initiatives to facilitate the uninterrupted flow of business functions.
• Collaborated with executives to strategize short- and long-term IT upgrades.
• Managed budget planning for technology to enhance resource efficiency and fulfill organizational goals.
• Elevated user satisfaction and response times by optimizing helpdesk processes effectively.
• Coordinated with stakeholders to ensure smooth transitions during system upgrades or migrations.
• Oversaw the technology and software budget, ensuring effective allocation of resources.

• Developed, maintained and utilized diverse client base.
• Recorded accurate and efficient records in customer database.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
• Attended staff and client meetings and served as liaison to manage operations for account.
• Interfaced effectively with key accounts, answering questions and delivering exceptional service.
• Modified and directed project plans to meet organizational needs.
• Identified plans and resources required to meet project goals and objectives.
• Implemented systems and procedures to increase sales.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Maintained energy and enthusiasm in fast-paced environment.
• Established and cultivated solid business relationships with new or existing customers.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Reviewed customer service agreements for terms and conditions pricing and accuracy.

• Actively listened to customers, handled concerns quickly and effectively.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked with customers to understand needs and provide excellent service.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Prepared variety of different written communications, reports and documents.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and
  existing clients.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.

People Management
• Coaching and performance management
• Promote the corporate values through active participation in the corporate
initiatives
• Identify and report any customer loss to the sales team.
• Employee development
• Promote the service recovery and escalation policy.
• Conduct annual performance appraisal.
• Customer satisfaction and retention.
• Compliant handling.
• Work towards departmental targets.
• Apply lean principles to improve operating cost and service.
• Customer relationship management
• Revenue generations and retention
• Customer visits and monthly/quarterly customer reviews
• Care Centre resource management
Education
• Corporate responsibility, health, safety
• Customer Experience
• Building and maintain a healthy relationship with customers.

• Setting up weekly conference calls with the relevant country to identify gaps
for not achieving KPIs and then having a clear action plan on how we can
arrive at meeting our objectives
• Provide telephonic systems training to relevant individuals.
• Implement and maintain contact matrix
• Maintain the relevant escalation ID's for the relevant countries
• Communicating and monitoring clear individual performance objectives and
service standards.
• Creating a positive and collaborative team environment by setting and
regularly reviewing the achievement of team and individual goals.
• Facilitating team meetings and other two-way communication forums.
• Communicating and monitoring rewards and recognition schemes.
• Communicating daily service issues to the team by proactively exchanging
information relating to the various departments
• Analyse daily/weekly/monthly/quarterly performance data and reports
against current standards of quality and productivity.
• Conduct employee counseling and disciplinary actions if required.
• Support the care centre leadership in development and succession planning
programmes by actively identifying the high potentials individuals
• Ensuring a strong focus on Customer Service competencies development and
quality in order to delight customers and exceed their expectations
• Conduct regular calls to assess the customer's satisfaction in order to evaluate
the working relationship and discuss possible points for improvement of
customer service.
• Follow up on points for improvement and other findings resulting from
customer contact moments in order to improve customer satisfaction.
• Ensure customer SLA specifics are achieved as well as customer service
performance criteria.