S.R. Gayathri

Profile Contact Information Name: Gayathri Sadashiva Ramachandran. Email:-Phone:- Address NO:4, 9th Street, Periyar Nagar Adambakkam, Chennai – 600088. Personal Information Gender: Female Birthday: January 08, 1985 Marital Status: Married Father's Name: S. Ramachandra Iyer Passport No. : S-, Expires 04/30/28 About Medr Experienced Client Account manager with extensive experience in technical support and business support settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Extensive experience in key account management, escalation management and team handling in various support environment.  Educationd SBOA Higher secondary School Melakudi, Tamilnadu Board, Affiliation: Tamilnadu State Board Status: Graduated, June 2000 Degree: High School Marks: 85 % 2 Army Public School Barrackpure, West Bengal. Board, Affiliation: CBSE Status: Graduated, March 2002 Degree: Intermediate Marks: 91 % Valliammai Engineering College Chennai, Tamil Nadu Board, Affiliation: Anna University Status: Graduated, April 2006 Degree: Bachelor of Electrical and Electronics Engineering Marks: 72 % 4 International School of Business Management Pune, Maharashtra Status: Graduated, May 2011 Degree: Master of Business Administration Marks: 80 % Work Experience HCL Technologies BPO Pvt Ltd Chennai, Tamil Nadu Job Title: Technical Support Officer Date: August 2006 - July 2007 – Research and identify solutions to issues related AT&T DSL services. Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams  Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritize and manage several open issues at one time. E4E Business Solutions Pvt Ltd Chennai, Tamil Nadu Job Title: Technical Support Engineer - Level2 Date: September 2007 - August 2009 – Diagnose and solve software issues for Symantec Enterprise Clients Create technical action plans for analyzing and resolving issues. Provide technical assistance to internal and external customers and partners. Utilize case management tools and provide case monitoring, status updates, documentation and notifications to customers. Document all customer interactions and resolutions in the existing case management and knowledge based systems. Use available support tools to diagnose and resolve product and technical issues. Work with Systems Engineers and Engineering groups to resolve customer issues. Iyogi Technical Services Pvt Ltd Gurgaon, Haryana Job Title: Escalation Lead - SMB Support Date: February 2011 - January 2016 – Engaging with customers running heterogeneous operating systems (Linux, Windows) on escalated issues. Perform as primary interface for Global Management with regards to customer escalations. Prioritize and stimulate escalations with focus on customer experience to ensure visibility, traction and ultimate closure. Ensure customer is heard throughout escalation process. Establish correct expectations, enforce relief and resolve through effective communication. Analyze and monitor customer Problem Reports (PR’s). Interact with GSS to ensure apt resources have been allocated and PR’s are being actively handled in right manner. Supply regular regional status updates for all escalated Service Requests. Identify, manage and record escalation trends. Collaborate with infrastructure functions required in escalations management. Evaluate escalation performance metrics. Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams. Help ensure compliance with Corporate and Regional Escalation Policies. Focus on problem avoidance in escalation process. Collaborate with other workgroup teams to train using process and procedures based on historical experience. Full Creative Pvt Ltd Chennai, Tamil Nadu Job Title: Client Account Manager Date: March 2016 - August 2018 – Worked as SPOC for the designated AnswerForce Business Accounts. Acted as the primary point of contact and build long-term relationships with key customers. Ensured timely and successful delivery of our solutions according to customer needs and objectives. Communicating the progress of monthly/quarterly initiatives to internal and external stakeholders Forecast and track key account metrics depending on the tractions. Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis. Monitor and analyze customer's usage and experience of the service. Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships. Liaise between the customer and internal teams for process improvements. Transco Transit Pvt Ltd Mohali, Punjab Job Title: Manager Accounts Receivables Date: October 2019 – July 2020 Assure timely collection of all dues. Monitor and report on deviations from credit standards. Assure timely and accurate invoicing. Manage cash application making sure all cash receipts are applied properly. Assure that the companies’ standard template regarding invoice sample is in place for every customer. Conduct credit checks on all customer, establish and manage limits. Make recommendations to improve quality of invoicing and collection procedures. Weekly reporting of invoicing totals/aging totals/cash receipts/invoice adjustments. DNA Growth Pvt Ltd Mohali, Punjab Job Title: Senior Manager Project & Account Management Date: July 2020 – Till Date Ensure that all projects are delivered on-time, within scope. Meet with clients to take detailed ordering briefs and clarify specific requirements of each project. Develop a detailed project plan to monitor and track progress. Delegate project tasks based on junior staff members' individual strengths, skill sets and experience levels. Measure project performance using appropriate tools and techniques. Report and escalate any issues to senior management as needed. Manage the relationship with the client and all stakeholders. Perform risk management to minimize project risks. Develop comprehensive project plans to be shared with clients as well as other staff members. Use and continually develop leadership skills. Develop spreadsheets, diagrams and process maps to document needs. Training/Certification CCNA, Cisco, MCSE, Microsoft, Skills Key Account Management Strategic Client Orientation Effective Communication skills Highly Adaptable to changes Proven Leadership Skills Escalation Management Team Management Detail Oriented Highly customer centric approach Client retention Computer Proficiency Operating Systems Windows  Mac OSX  Business Productivity Software MS Office  All Major Ticketing Systems  Languages Malayalam  Tamil  Hindi  English  Personal Interests High Interest in current affairs (National/International) Machine Learning and AI Extracurricular Activity Ardent Reader Travelling Listening to music  Last Drawn CTC: 650000 per Annum. Expected CTC : 750000 Per Annum. Declaration Statement I hereby declare that the information furnished above is true to the best of my knowledge. Date: 18/06/2020 S.R.Gayathri Location: Rajpura, Punjab