Litty Raj

Managed portfolio of 32 high profiled accounts . Performed effectively in self-directed work environment, managing day-to-day operations and decisions with my clients as per their requirements.

• Informed customers of additional services offered by company to develop opportunities for sales revenue and timely achieved quarterly targets set up by management.
• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes. Addressed and resolved customer complaints and issues to improve satisfaction.
• Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
• Assessed client needs and developed plans to adequately address current and future objectives.
• Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities. Set and achieved company defined sales goals.

• Coordinated with clients to determine budgetary specifications. Managing customer relations and satisfaction through regular customer visits and updates provided through monthly/ quarterly meetings
• Researched and responded to client queries as required
• Provided assistance in report development to senior account management and updated diary lists and finance agreement also Assisted in providing in-house client consultation as needed
• Conducted performance audits on regular basis and as needed AND Oversaw maintenance and updating of client communication logo
• Act as customer advocates to ensure that all departments understand customers’ requirements and respond with right quality of service

• Ensuring efficient utilization of IT resources – including personnel and equipment – across organization
• Overseeing all reports and documentation related to systems operation along with developing and implementing all functional policies and procedures
• Analyzing existing operations and making recommendations for improvement and growth of IT systems
• Managing operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
• Establishing and maintaining regular written and in-person communications with organization’s executives, department heads, and end users regarding pertinent IT activities
• Overseeing customer account management, including negotiating contracts and agreements to maximize profit
• Overseeing operations-related projects and project portfolio and prepare reports on account status
• Assisting in provisioning of end-user services, including help desk and technical support services. Upselling products and services of Airtame to increase company revenue
• Analyzing call logs so can spot common trends and underlying problems

• Migrating Banking & Payments and CAPCO marketing campaign activities to SFDC, Kapost and Marketo
• Establish and implement monthly reporting process and interlock with marketing organization that fosters partnership approach and highlight value of marketing function
• Extend and enrich marketing and technology training program by helping with rollout of Kapost across remaining businesses
• Supporting marketers with content management process VIA Kapost, working with freelancers and ensuring that all business have successfully managed across the organization
• Support compliance review process for videos Via Kaltura and other multimedia content and provide social media best practice, including social media guidelines, and help implement social agency recommendations related to our profiles and activity .Help improve efficiency and effectiveness of our workflow for social sharing.
• Traffic management within our Kapost content management system aligned with a 60% sharp increase in content assets available to support our marketing efforts within Marketo.

• Managed high-volume workload within deadline-driven environment.
  Resolved an average of 550 inquiries in any given week and consistently met
  performance benchmarks in all areas (speed, accuracy, volume).
• IN HOUSE Microsoft Process: Handling inbound calls from APAC, EMEA and USA customers for verification and activation of, products
• Was working on PA (Product Activation)Tool, Handled VAMT(Volume Activation management Tool) to work on KMS (Client Server) and MAK licenses
• IN HOUSE : DOC (Dell ON Call) Process: Responsible for preparing/ analysis of revenue and audit reports, to implement and verify if correct processes are followed by agents
• Responsible for customer satisfaction report preparation and suppose issue not resolved arrange for RE (Resolution Expert) call support
• Maintaining records on computerised database systems for assessment and management of investments
• Identification/ preparation of report for the total sales achieved by the hardware and software department done.