• Efficiently handling the core business process (Call Data Records – CDR processing) of the company.
• Interacting with clients and internal teams and other stake holders on escalated issues from clients.
• Periodic regular and other reports to the reporting manager and other higher management team
• Business development activities and identifying the new business opportunities by analysing the data from clients
• Proficiently managing transition of tasks from other offices to India team, interacting with clients worldwide.
• Interaction with world-wide internal teams and clients in projects handling.
• Developed plans for configuration & setup in the system for new clients, migrating clients from other DCH, prepare estimations.
• Providing Pre-Sales support for the sales team in service implementation and bidding process.
• Interaction with software development team in testing and implementation of new services (UAT process)
• Dexterously handling & resolving delivery issues in coordination with internal teams & Groups
• Investigate on the liability cased from the clients and report to the management team



Sebumon ***** Page 2
________________________________________
I
• Made strategic and innovative procedures in handling the support activities for new services and there by increased customer satisfaction
• Made business presentations before the clients to generate value proposition and secure financial commitments.
• Conducting awareness programs for team members on Standard Operational Procedures, best practices for achieving desired functionality for the Software/Application.
• Built & nurtured relations with clients and developed the systems as per their requirement on various platforms/environment from requirements gathering phase to Live phase.
• Studied existing systems and processes and conducted gap analysis to recommend befitting solutions within available budgetary resources