Resume

Resume

• 1.
  Rahul Sharan Lall Residence:A1-306, Yellow Blossom Society, near kawde Petrol Pump, BT Kawde Road, Pune, Maharashtra, 411036 E-mail: [email protected] Mobile: +91 9823330506 Career Summary Customer oriented professional with over 9.9 years of proficiency in Product/Service based industry, BPO Operations and Sales.  Responsible for planning, implementation and oversight of the Project delivery.  Relationship management with customers and handling escalations for quick resolution.  Ensuring timely execution of customer deliverables.  Stakeholder management.  Pro-active in anticipating customer needs and converting to actionable deliverables.  Exhibit an open and flexible approach towards work and contribute towards high performance.  Possesses a good track record of delivering significant, measurable improvements in customer experience, process and compliance results.  Drive continuous improvement activities for all operational workflows and processes.  Monitor key performance indicators and enforce service level agreements. Experience Avaya India Private Limited: Since Feb’2009 Till Present Designation: Assistant Manager Accountabilities:  Member of Global Records Management Team (Avaya Client Services), managing a team of 4 people.  The process involves doing record correction for the Avaya end customers and improves customer record accuracy in support of Renewals and Service Entitlements utilizing proactive and reactive processes and eliminating recurrence of issues found related to their products/assets/licenses/services at the time of renewals.  Acts as a point of contact for all customer support revenue and may notify management of deviation from financial objectives.  Ensures all revenue for service agreements, moves, adds, and changes are processed in a timely manner consistent with forecasts and outlooks; administers the installed base revenue through the sale of customer service plan products; protects existing revenues and assists in tactical plans to generate new revenues to maximize revenue potential; maintains database integrity; contributes in cross-functional efforts where new business methods are to be developed as part of a solutions.  Act as a liaison between the customer organization, outside counsel and corporate counsel. Works with limited guidance on projects within defined criteria.  Working with Business Partners and End Customers (external customers), Service Account Managers, Renewal Team, Contract team (within the organization) to understand the record issues and making corrections using different tools (SAP/Siebel/SFDC/PLDS/MSQT).  Pulling reports and doing analysis to understand the data discrepancy and report issues.  Handling entitlement disputes for the products/assets owned by the Avaya end customers for whom customers are entitle for.  Have been assigned as a SOX control owner for the process.  Knows Quote to Cash process very well (Pricing-Quote Creation-Contract and Order Management-Invoicing-Payment receipt).  Knows Customer Master Data process very well (Sold to/Ship to/Payer/ Bill to/FL/HN).  Relationship management with customers and handling escalations for quick resolution.  Provides solutions to a diverse range of moderately complex problems.
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  Technical Skills:  MicrosoftOffice (Excel, Word, Access, PowerPoint)  SAP  Siebel Projects:  Successfully driven projects within teams on applications and enhancement tools involving IT (Gift Card/CAT/B2I migration). SPOC activities:  Scheduling weekly catch-up sessions with Mid & Senior level Management Awards  Have received many accolades from Avaya Internal and external customers.  Have received Satisfaction award in Q2 2014 in circle of excellence and two monthly ovation awards in FY 2014 and 2015. EXL Service.com: Jan’06 – Feb’09 Designation: Quality Leader Accountabilities:  Part of a Back Office Operation for Citrix, a US Life Insurance Company.  Research and Analysis of Life Insurance Policies towards application of money to pay premiums, loans and claims.  Handled a team of 12 people.  Was involved into SBS (Side by Side) audit for live transactions for the agents.  Was attending Quality Call on monthly basis with the client (where we discuss all the quality related issues every month with the client about the process)  Have been acknowledged for taking extra process initiatives and working for extra hours as and when required by the process.  KPI (Key Performance Initiative) Sheet- Individual/Team: To monitor the capabilities of each & every processor in terms of KPIs (Productivity, Quality, and WIP).  Following the stringent Quality Standards laid down by the Company on all the parameter required by the Client. Other initiatives:  Taken up additional responsibilities to help the Team and Mentoring the New joinees.  Was responsible for making Productivity Report for the Process and working on the Cognos report for the entire team.  Entrusted with the task of preparing Daily, WTD & Monthly dash Boards, Ad-hoc Client reports, etc. ICICI Direct.com: August’05- Jan’06 Designation: Sales Executive Accountabilities:  Meeting and interacting with clients and also trying to convert cold calls into prospective selling calls in Delhi and NCR region.  Was responsible for expanding the clientele base and creating awareness regarding On-line Share Trading.  Arrange for the On-line Share Trading demonstration sessions in co- ordination with the branch for the new clients.  Prepare sales strategies along with advisors to identify high value sales.
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  Trainings Attended 1) Certificationin LOMA (Level 280) with 92% 2) Fundamental in Insurance Training 3) Feedback Skill Training 4) ASSET(Awareness of Six Sigma Elementary Training) Academic Qualification  B. A (Specialization in Economics) from Pune University in 2005 with Second Division.  Passed 12th from Baldwin Academy, Patna (CBSE) from Arts in 2001 with first division.  Passed 10th from Christ Church, Patna in 1999. Personal Details  Date of Birth– 13th September1982  Marital Status– Married  Nationality- Indian  Languages Known- English and Hindi DATE RAHUL SHARAN LALL