Clarich Rynjah, Service Delivery

XL HEALTH

Oct 2021 – Apr 2022

Bangalore

Senior Clinical Admin

Maintaining and updating schedules, calendars, and agendas.  Confirming appointments and arranging meeting venues.  Rescheduling or cancelling meetings in a timely manner.  Answering scheduling queries via phone.  26 schedule target per day most of which I have attained more than target.

Small Streams Private Ltd d/b/a Evoque Data Center

Sep 2019 – Jul 2021

Bangalore

Service delivery,

 Worked with a team of sales and sales engineers to identify the requirement of new orders/existing orders request for colocation Data Center.  Given product demos for new orders that includes Rack/Space, power, frontend/backend, remote hands etc.  Up selling and cross selling as when needed.  Was responsible for preparation of products and working together with Bid managers if the discount surpassed my authorization.  Sold a minimum of USD 1500 and crossing more than USD 100,000 at times. Have received appreciations numerous times from high level management for crossing the targets.  Document's customer interactions in Service-now and Salesforce daily to support a seamless experience across the customer lifecycle.  Manages customer implementation of Evoque's products and services, including customer installations and related projects - monitor and summarize process of project schedule, evaluate, and analyze risk.  Manage multiple related implementations in parallel.  Recommends process and procedures with a focus on customer experience and continuous improvements.  Triages, tracks, prioritizes and resolves all client issues and requests; leveraging Service Now  Act as a liaison between Sales, Sales Engineering, Product, Billing, IDC Operations.  Assists with the resolution of customer related billing issue

AT&T Global Business Services

Jul 2010 – Aug 2019

Bangalore

Order Desk- Technical

 Processing MACDs (move, add, change,delete) order requests for existing customers with Hosting and Application Services.  Receiving inbound requests from multiple approved origins (customers, sales, support teams).  Communicating the process timeline to customers or support contacts and setting the proper expectations on deliverables.  Identifying customer need and recognizing opportunities to grow revenue with the knowledge of the Hosting and Application Services portfolio.  Working closely with the sales team in generating technical order forms and contracts for Colocation Services  Working closely with external clients, technical engineers and Data center managers on understanding the client’s technical requirement.  Negotiating with the sales team and approving prices/discounts wherever required for all products.  Have work with Sales on New Proposals to uplift/upgrade new services opportunities.  Processing Custom Cloud Services Contracts.  Handle client escalations

Trans works IT Services Pvt Ltd (Aditya Birla Group)

Nov 2004 – Jun 2010

Bangalore

Sr. Quality Executive,

 Monitoring calls of agents daily for a team of 25 agents.  Handling internal calibrations with peers on a weekly basis and forwarding calibration calls and client complaint calls to the clients.  Hosting Calibration calls between the counterparts’team in Canada, Team India, and the client.  Handling client listening sessions.  Working on Escalations & Investigations  Handling Supervisory calls and providing floor support to the agents on floor.  Consolidating Quality scores Weekly and Monthly for the entire campaign every Monday.  Tracking of agents’ performance report weekly monthly.  Preparing reports on the Contacts per hour VS Sales per hour every Monday  Random calls monitoring of any agent to check if there is any wrong information given to any customer.  Doing Call backs to customer in case of wrong information given by an agent and making that as a quality sale

Clarich Rynjah

Service Delivery

Skills