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<pre>Array ( [var] => cut_url ) </pre> Resume for g S. for Customer Support / Client Care / Office Supplies & Equipment in Bangalore City, India. Search More Resumes for Customer Support / Client Care on #R47Y8P7O1

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Resume for g S. for Customer Support / Client Care / Office Supplies & Equipment in Bangalore City, India

Occupation: Customer Support / Client Care Industry: Office Supplies & Equipment
Country: India City: Bangalore City
State: Karnataka ZIP: 560047

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G. S.

Mobile: + ~ + ~ EMail: , . 


Location Preference: Bangalore 

Certified Xerox Lean Six Sigma Green Belt with around years experience in Service Delivery, Program Management and facilities management. Proficient in undertaking process improvement/ cost saving initiatives and sharing best practices. Expertise in modern concepts of endtoend project/program planning and implementation from scope management. Expertise at establishing network with management across global & corporate sector. Keen planner with strong skills in client pre sales and post sales document management solutioning, relationship management with proven success of managing large scale projects. Excellent interpersonal, communication and organisational skills with proven abilities in team/people management, customer relationship management and planning. 

Career Contour 

Since Apr’ with Xerox India Ltd.

Growth Path:

Customer Engineer  Shimoga, Chikmagalur, Hassan , Chitadurga & Davangere Karnataka Apr’ – Apr’

Senior Customer Engineer, Bangalore        Apr’ – May’  

Heading Karnataka & Kerala Operations for Xerox Global Services    May’ – Dec’

Heading the South India Operations for Xerox Global Services     Jan’ – Dec’

National Operations Manager On Deputation XGS, Gurgaon     Jan’ – Jun’  

Heading the South & East Region Operations for Global Document Outsourcing GDO  Jul’ – Till date 

Key Deliverables 

Service Delivery Operations: Heading service delivery functions, to ensure endtoend ownership of incidents and service requests. Meeting deadlines and Turn around Time without compromising quality norms and adhering to SLA. Understanding and coordinating client’s needs / enhancements, customization, softwarerelated issue of clients to provide solutions in adherence to delivery schedules. Monitoring and coordinating development and review of service level targets and ensuring timely closure of priority tickets. 

Operations / Planning: Managing teams to excel business targets & service delivery and support/sales metrics. Implementing short/longterm plans for achievement of process objectives. Preparing, compiling & presenting weekly/monthly reports pertaining to staffing needs, process capability, and productivity. Developing strategies for continued improvement in the effectiveness & efficiency of the business. Managing Global Document Outsourcing operations in key sites across South and east of India. Leading the Xerox Managed Services operations team in working crossfunctionally and collaborating with sales team, regional teams in product sales, service, control and Office/Production groups in region to achieve desired results in a winwin situation 

Process / Program Management: Planning project activities viz. scoping, estimation, tracking, change management, delivery management & post implementation support. Implementing project plans within preset budgets and deadlines. Monitoring offshore delivery management for technical deliverables of concurrent projects. Helping customers in deciding road map as per the business processes and aligning with business objectives.  

Client Servicing: Ensuring maximum client satisfaction by providing prepost sales assistance. Providing utmost support to clients by resolving their service issues. Up selling new offers and process improvement solutioning. 

People Management: Managing recruitment, training and selection of Service Desk personnel as well as organizing, planning, and staffing operations. Identifying the team’s training & development needs, designing and developing the training program and afterwards conducting/coordinating internal trainings. Currently leading a team of Seven Operations Managers on Roll and on field associates off roll. 

Highlights across the Career Path

  • Proficiently earned business revenue of over RS. . Crore monthly billing with profitability gross margin of %.
  • Dealt with the clients such as BSNL, High Court of Karnataka, Vodafone, Nokia, Nokia Siemens, Sun micro systems, EMC, Citibank, Standard Chartered Bank, DOW Chemicals, Delloitte, OBC, Infosys ITDCPC, HCL, etc.
  • Developed and planned strategies to win customer satisfaction.
  • Handled Global clinets, financial institutions, educational institutions, government organizations and provided customer services in districts of Chickmaglur, Hassan, Shimoga, Chitradurga and Davangere.
  • Represented the company in providing customer service with a contract penetration of % and increased the contract penetration up by % as Customer Engineer.
  • Bagged Exceptional Performance Award in and Exceptional Performance Award in .
  • Achieved Digit level I & II Certification.
  • Worked as the Member of the Black Belt project on Gross Profit Improvement in Xerox Global Services, India.
  • Undergone training in Lean Six Sigma Green Belt certification Certified Xerox Lean Six Sigma Green Belt and lead a project on manpower over time spend utilization and its process.
  • Qualified for Customer Service SupportHonors Club’.
  • Selected for the Presidents Club for outstanding overall performance for Karnataka and Kerala.
  • Qualified as the no. performer for year , for over all performances.
  • Rated as the Star performer for the year .
  • Successfully led the PCIDSS compliance certification for Xerox Print Centre project site for printing the SBI Credit Card Statements.

    Academic Credentials 

    Pursuing  PGDBA Post Graduate Diploma in Business Administration specialization in Client Relationship Management from Symbiosis centre for Distance Learning, Pune

     Diploma in Electronics and Communication Engineering from Hindustan Electronics Academy, Bangalore in the year  

    Trainings Conducted 

  • Basic aware on program on Lean Six Sigma
  • s training
  • Positive Interactive services program
  • Customer relationship Management
  • P& L training
  • Conducted more than sessions of training to the on field staffs

    Trainings Undergone 

  • Lean Six Sigma Green Belt Training
  • Leadership through Quality – LTQ.
  • Customer Relationship Skills.
  • Digital Certification Program.
  • Selling Skills Program.
  • Positive Interactive services program
  • Customer relationship Management
  • P& L Training
  • SMWGSelf Management work Group Program.

    Personal Dossier 

    Date of Birth:  th June

    Address:  , Ejipura Main Road, nd Cross, Viveknagar nd Stage, Bangalore

    Linguistic Abilities: Hindi, English, Kannada, Tamil and Telugu

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