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PERSONAL DETAILS
Phone
(+91)9880758030
E-mail
reena.raj999@gmail.com
Mailing Address
#36, 1st Main, 2nd Cross
VSR Layout, ‘A’ Narayanapura,
Bangalore-560016
Date of Birth
1st
September 1981
Languages Known
 English
 Kannada
 Hindi
 Tamil
Education
 BA from Shobit University
 Diploma in Computer
Science from RJS Polytechnic
Marital Status
Single
Valid Passport
Yes
Willingness to Travel
Yes
US Visa
No
References
Available on Request
S h y a m a l a S
SKILL SUMMARY
My overall work experience encompasses Customer Service, Team Lead and being a
Senior Manager (Key Accounts). Every role entailed sharing of best practices, training
new hires and conducting refresher training for bottom performers to bring them up
the learning curve. The experience I have gained across various fields has given me the
advantage of being able to manage roles with numerous skill set requirements with
ease and proficiency.
WORK EXPERIENCE
Company: Vidal Healthcare Services Pvt. Ltd.
Designation: Senior Manager – Key Accounts
Job Profile: Responsible for management of all Key Accounts by developing
partnerships and through the coordination of key departments at Pan-Asian level. Was
solely responsible for account penetration, development, customer satisfaction and
long-term relationships. My key functions included:
 Managing 4 Key Account Managers
 Develop effective account plans to drive strategic partnership with key
customers
 Build up a constructive business relationship with the customer
 Understand and proactively respond to customer needs
 Responsible for sales planning, account receivable management, joint
customer marketing activities, and coordination for equipment order and
provide customer service work to client through cross-functional team work
 In addition, to the above functions, I was required to liaise with various
departments within the company for better coordination, execution and faster
turnaround timelines. This included (but not limited to):
 Working in tandem with the Marketing and Product Management team to
develop the customers’ business
 Liaising with the Technical Department to sell and implement service products
and drive customer’s employee performance
 Worked with Supply Chain, Finance and other departments for seamless
operations
Tenure: March 2014 to Sep 2014
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Company: PGS Premiere Conferencing Pvt. Ltd.
Designation: Senior Team Lead Customer Implementations
Job Profile: I was required to liaise between the various departments within the company
and report directly to the Country Manager & Vice President. This inter-departmental
engagement concerned key departments such as Sales Teams, Customer Support and
our customers to ensure smooth and effective execution of processes. Key functions
included (but not limited to):
 Managing a team of eight implementation agents
 Worked with Global Implementation teams on global customer roll outs
 Met (and exceeded) implementation time lines consistently
 Kept C-SAT levels above expectation at all times
 With increased productivity, additional implementations were carried out thus
exceeding client expectations
 Initiated several programs to improve Customer Experience as they began
using PGi for audio and web conferencing
 Ensured my team had continuous product training so we were well equipped
to handle new customer queries
Tenure: June 2012 to Dec 2013
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Achievements
 India’s No. 1 Tele-Sales
Executive Award at GE
Countrywide
 Advanced Resolution
Expert (ARE) certification
from Dell
 Champion of the month
award for several months
at Dell
 Champion of the month
award at ACS.
Chalkboard Summary
Given below are what I believe
to be my strengths:
 Ability to motivate and lead
a team under stressful
conditions
 Articulate and comfortable
dealing with people of
different cultures
 Proactively looking for new
ways to build the client’s
business and grow accounts
 Mastering a vast
knowledge of the business,
and industry news
 Excellent verbal/written
communication skills
 Articulate with strong
presentation skills
 Avid and fast learner
 Proficient with MS Office
Company: 3PAR (HP)
Designation: Supervisor - Service Planning Specialist
Job Profile: Managed a team of five 5 Service Planning Specialists. My key functions
comprised of the following:
 Manage Incidents 24X7 and ensure minimal disruption to the service
 Verification of Notification messages to ensure completeness & correctness of
the information being sent to the customer
 On any emergency event the SPS team is responsible to ensure that any required
support staff & necessary resources are available, involved and focused in
restoral of the system
 Participate in the writing of the Event Report and/or RCA and also maintaining
monthly reports for the team
 Ensure that the recovery is proceeding in a timely and efficient manner by
coordinating between customers, service partners and internal technical groups
 Ensure that the proper local support staff is participating in the Event
 Determine if the Event is properly classified as an emergency and take
appropriate actions
 Update Event News with the progress of the recovery
 Update management on the progress of the recovery, as required
 Initiate management escalations as necessary
 Assuring that the technical staff is aware of how to locate site specific
information, e.g., remote access details, etc
 Establishing service partner contracts and placing 3PAR Systems under support
 Coordinating cross functionally to schedule and manage battery replacements
 Performing administrative activities and other duties as assigned. Recruit, train
and manage the new hires on the CSR and SPS processes along with on-board
training
Tenure: December 2009 to March 2011
----------
Company: NetApp
Designation: Top Enterprise Account Support
Job Profile: Had overall responsibility for managing NetApp's highest priority customers’
support. The role entailed the following functions:
 Answer escalated calls, log and resolve Warranty customer problems through
Telephone, Web and Autosupport.
 Make decisions on where to dispatch parts from and whether or not to allow
uplifted service requests
 Escalate cases to other internal departments and/or Management when
appropriate
 Build customer service skills through experience; build knowledge of
department's processes by attending classes, self-study and working with
peers.
 Meeting management performance standards & handled performance
management.
 Actioning more complex administrative issues
 Managing operations budget & staff training
 Implementing management policies and directives
Tenure: March 2008 to July 2009
----------
Company: Dell International Pvt. Ltd.
Designation: Advanced Resolution Expert
Job Profile: As a resolution expert at Dell, my role entailed the following:
 Answering customer calls, trouble-shooting, using the easiest, least tedious
method appropriate for customer resolution
 Was responsible to conduct daily Briefing within the team and share daily
performance and any new updates

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Tenure: March 2006 to March 2008
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Company: Affiliated Computer Services (ACS) (Now Xerox).
Designation: Quality Analyst
Job Profile: As part of the Escalation team I created samples as per call coaching guidelines.
 Maintain records for error types and provide customer support to US Clients.
 Provide regular quality stats for performance improvement.
 Provide assistance in training for quality specific guidelines.
 Participate in the weekly call quality meetings held with the US client.
 Maintaining and adhering to the Quality checklist
 Coordinating with team supervisors and team members for enhancing process knowledge to provide high-quality
support to the client
Tenure: July 2003 to February 2006
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Company: GE Countrywide
Designation: Sales Executive
Job Profile: Upselling products to existing customers
Tenure: September 2000 to October 2003