Pratap Kodakkadath
Summary
Highly accomplished, proactive, and dynamic customer-focused professional who possesses a strong sense of urgency with regards to client satisfaction. Successful
in building and motivating dynamic teams to achieve client and business objectives. Skilled at cultivating a company culture in which staff members feel comfortable
voicing questions and concerns as well as contributing new ideas that drive company growth. Offering a highly professional attitude, excellent communication/leadership
skills, and the ability to perform well in a team and remain calm under pressure.
Overview
15
15
years of professional experience
Work History
Client Relationship Manager
INTRADO NOW WEST UC
01.2021 - 08.2023
- Manage the end-to-end Customer Experience supporting full spectrum service delivery as Gold Star Partner for Cisco & Microsoft Unified Communication platforms and West's Cloud Voice & Network Solutions
- Enterprise level Voice & Network integrations for Microsoft Teams & Cisco WebEx Teams Video, Messaging, Rooms, Contact Centers, Cloud Audio, Hosted Voice, Network Infrastructure & Network Management Solutions
- Managing a dedicated client base of $14-$25Million AAR
- Primary contact and Client Advocate focused on developing and maintaining relationships with key dedicated global accounts
- Interfacing with both internal and external stakeholders at all business levels including C-level, and covering all stages of the customer experience, from client onboarding through to contract renewal
- Work closely with Cross Functional Teams to support Service Implementation and ongoing In-Life Service Delivery including Project Management, Process Improvements, Risk Assessment & Mitigation, Incident Management, Technical Escalations, recurring Business Reviews and Contract Renewals
- Understand and communicate complex concepts to support Technical Escalations, Root Cause Analysis, Service Maintenance, Product Development, and ongoing Service Optimization
- Collect data and customer incite on gaps affecting customer realized performance success
- Manage detailed improvement plans across organization to eliminate roadblocks and close loops to optimize service delivery, adoption, and renewals
- Contributed to increasing West's Net Promoter Score 26 points in 9 months and hold a 92%-95% rating annually and received personal performance scoring of 100% in Customer Satisfaction Survey (CSAT) from my portfolio of dedicated accounts.
Client Services Manager
INTRADO NOW WEST UC
05.2018 - 01.2021
- Providing dedicated support to a key Enterprise partner, acting as the lead contact and overall owner for the partner's entire service operation and product portfolio through direct customer interaction and indirectly through partner relationships.
- Accountable for all aspects of delivering a “best in class” service and overall relationship management to West UC's top 20 customer logo/ partner.
- Overall responsibility of the customer experience by taking ownership of the customer lifecycle from start to finish, building and sustaining value driven relationships with key stakeholders and influencers across all touch points of the customer's journey within West.
- Lead and execute frequent scheduled global business reviews with the client, focusing on Service performance. As a minimum Monthly Performance Review, Quarterly Commercial/Operational Business review and Annual Exec Review.
- Recognized as a key strategic stakeholder engaged in account and legal level discussions for operational input into the service support models for new services / products that meet the partner and customer's contractual requirements and service expectations.
- Key Stakeholder on customer projects (I.E. New product implementations and roll outs) and initiatives ensuring successful delivery against key West & Client objectives, engaging relevant West business experts accordingly.
- Oversee the financial management information associated to the services through matrix management of the relevant billing teams to ensure the provision of services and transmission of invoices to the customer.
- Represent Operations and proactively support the bid/RFP management process working cohesively with Enterprise Development, Legal and the RFP team.
- Recognized as a significant strategic participant in account and legal level conversations for operational input into service support models for new services and products that satisfy partner and customer contractual criteria and service expectations
Credit Analyst-Global Finance
INTRADO NOW WEST UC
03.2016 - 04.2018
- Assessing creditworthiness of existing or prospective clients. Examining financial transactions and credit history case by case globally.
- Conducted in-depth analysis of pertinent reports and systems to investigate client concerns and offer comprehensive solutions
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Collaborated with other teams to identify and mitigate risks impacting organization.
- Consult and negotiate with clients regarding financial transactions, payment terms, and credit limits.
- Work and Supply credit and debit notes to large enterprise accounts / customers directly, get on meetings with Client to do huge credit calculations.
Billing Specialist-Global Finance
INTRADO NOW WEST UC
01.2013 - 02.2016
- Monitor and follow up on outstanding invoices, ensuring timely payment from clients. Respond to client inquiries regarding billing and payment. Resolve billing issues, such as discrepancies or disputes, by communicating with clients and other stakeholders. Maintain accurate and complete billing records and reports.
- Performed investigation and analysis to resolve billing errors and discrepancies , Kept client files and product code price sheets organized.
- Made provisions for any special billing requests made by clients, prepare and mailed, faxed, or emailed bills, and input postage charges or mail-in order charges to the appropriate clients
- Setup rating and billing processes and configure/change configuration within billing application (MetraNet , ICRM , Salesforce billing IP Esker), to tailor the billing activities and processes to clients requirements.
- Executed research and gathered the information for reports; created reports; found and fix errors; and distributed reports as directed by the supervisor.
- Sit with Auditors for Complete Auditing for APAC region .
Senior Conference Administrator
INTRADO NOW WEST UC
07.2010 - 12.2012
- Planned and organized meetings and events such as conferences or social events for clients or employees
- Established and maintained relationships with clients, vendors, and other partners, such as by attending social events or giving presentations at conferences
- Managed daily operations, such as reviewing employee performance and making hiring and firing decisions
- Represented the organization in public forums such as speaking at community events and running large party events
- Developed and implemented training programs for staff members within an organization
- Organized and maintained records of company activities and transactions, such as by creating spreadsheets or databases of client information.
Conference Administrator
INTRADO NOW WEST UC
03.2008 - 06.2010
- Complete Email and technical Support, handling general customer Queries
- Setting up and booking calls small & large party Events, Raising tickets /QSR reports for the Customer depending on various issues
- Conduct Hung Lines check on the bridges
- Monitoring calls for Quality issues, depending on user requirements & create a quality service report.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
Education
Skills
- Strategic Planning & Implementation
- In-life Service Management
- SOPs/Policy Development
- Client Service
- Customer Lifecycle Management
- Operational Enhancement
- Risk Assessment & Mitigation
- Event Management
- Incident & Problem Management
- Process Designing
- GAP Analysis & Improvement
- Data Analysis & Management
- Quality Management System
- Client Engagement
- Training & Development
- Performance Management
- Conflict & Complaint Resolution
- Reporting & Documentation
- Excellent Interpersonal & Communication Skill
Accomplishments
- Partnered with the global billing team to manage global billing functions (wholesale and retail customers), minimize DSO, and regulate credits globally. Credits saved that total more than $700,000 every year.
- Received Operations Managerial Award (Global)
- Received Collaboration Award (Global)
- Live to air calls with Big Artists and lead events more than 15000 participants)
- Maintained 95% customer retention rate over the past year.
- Dedicated clients with a monthly average revenue of more than $4 million.
- Worked with the world's leading Technology leaders.
- Received Regional Management Award In the Finance department from MD (Global)
- Fraud prevention leading to good revenue assurance.
- Successful client retention initiatives, revenue growth, improved customer satisfaction ratings, or team performance improvements.
Profile Snapshot
Over 14 years of experience in UCaaS, SaaS solutions including collaboration services, cloud contact center, hosted voice, and network solutions to enterprise customers. Working in both a team environment and independently with medium to enterprise businesses as a Customer Relationship Manager, Client Services Manager and Account Management roles. Utilizing my skills and knowledge to gain a better understanding of the client's needs to achieve their business goals while maintaining the partnership and finding revenue driving opportunities. Showcased excellence in developing standard business architecture for Client Services, retention, Growth and Operations.
Personal Information
Date of Birth: 07/14/86
Timeline
Client Relationship Manager
INTRADO NOW WEST UC
01.2021 - 08.2023
Client Services Manager
INTRADO NOW WEST UC
05.2018 - 01.2021
Credit Analyst-Global Finance
INTRADO NOW WEST UC
03.2016 - 04.2018
Billing Specialist-Global Finance
INTRADO NOW WEST UC
01.2013 - 02.2016
Senior Conference Administrator
INTRADO NOW WEST UC
07.2010 - 12.2012
Conference Administrator
INTRADO NOW WEST UC
03.2008 - 06.2010
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