EXPERIENCE

2020- Present- Customer Support/ Client Relations & Transition Manager (Syntegra Communications)

Syntegra Communications is a leading MVNO service provider in the US market for Virtual Network Operators (MVNO), and enterprises and organizations of all sorts. It offers a global connectivity platform that provides access to the largest aggregated network on the planet, with coverage in 200+ countries and territories. With a specialized Business Support System (BSS), Syntegra enables service providers of all shapes and sizes to manage their mobility services, network connectivity, and day to day operations.

Profile Description

As the client-facing manager, my role revolves around direct interaction with our clients, serving as their main point of contact and advocate within our organization. I am dedicated to building and maintaining strong relationships with our clients, understanding their needs, addressing concerns, and ensuring their satisfaction throughout their tenure. I focus on building and nurturing positive relationships with our clients, fostering trust and confidence in our support services. I actively listen to their feedback, understand their needs, and advocate for their interests within our organization.

I manage the customer support team (24*7) to coordinate efforts and ensure a cohesive approach to addressing client needs. By collaborating with my colleagues and other cross functional teams in the organization to deliver consistent and high-quality support experiences to our clients/customers.

Deliverables

Support Teams engagement.

• Tier-1 Associate Engagement.

• Develop the teir-1 teams’ talent for business results.

• Operations planning, talent retention & Recruitment.

• Service Desk operations and Customer onboarding.

Business & Operations.

• Build a culture of Service Excellence and contribute towards client expansion.

• Identify and contribute to building COE’s.

• Drive Ops. Efficiency through projects and culture of innovations.

• Create a sustainable structure for BCP DR.

• Platform enhancement opportunities in collaboration with product/development leaders.

• Incremental efficiency gains – Empower teams by forming ‘End to End’ groups.

• Digital Automation Opportunities (RPA, OCR etc.)

Client Relationships

• Dramatically Improve the Client experience through focus on client facing tasks

• Identify and create client services roles.

• Drive teams to achieve and sustain best in class quality scores in the business.

• Quality and Red Amber Green review on all SLA’s with YoY improvement.