Sujeeth Mannual
Dubai,UAE
Summary
Seasoned professional with focus on managing key accounts and nurturing client relationships. Drive revenue growth by leveraging strategic planning and stakeholder engagement. Communicates and negotiates confidently to build productive and profitable client relationships. Manage sales pipelines to deliver commercial performance
Overview
17
17
years of professional experience
Work History
Key Account Manager
GIG INSURANCE
Dubai, UAE
10.2018 - 03.2025
- Plan & oversee day to day retention of direct corporate portfolio and identifying business development opportunities to retain and expand existing corporate relationships (b2b) on AXA-GIG network
- Establishing and maintaining corporate key account profiles and relationships with reliability and responsiveness by providing prompt service
- Propose additional product segments or guidance to assist client requirements
- Taking proactive approach to client requirements resolution; escalating where necessary and seeing through resolution
- Understanding client industry in depth and identifying commercial opportunities where appropriate
- Pipeline management of clients & business leads with an exceptional sense of prioritization
- Coordinated with internal departments for seamless service delivery to clients.
- Resolved escalated customer issues promptly for increased satisfaction rates.
- Secured long-term customer loyalty with excellent service and understanding of client needs.
- Negotiated profitable contracts to ensure mutual benefit.
- Navigated through tough negotiations while maintaining professional working relationships.
- Maintained detailed knowledge of industry trends, positioned products effectively in market.
- Identified opportunities for cross-selling, created additional revenue streams.
- Communicated new products and services to drive customer interest and boost sales.
Sales Agent
AXA GULF INSURANCE
Dubai, UAE
11.2017 - 10.2018
- Managed Inbound sales for HSBC priority clients
- Handled Sales of Personnel line product for Direct Retail Customers
- Achieved 100% targets (monthly and annually) along with 95% customer satisfaction rating
- Facilitated information flow between customer services, account management operations, quality assurance, training and CRM to guarantee call cente objectives are met
- Displayed excellent multitasking abilities during high-pressure situations, ensuring optimal service delivery.
- Provided after-sales support as required, enhancing overall customer experience.
- Enhanced sales performance with thorough knowledge of product range.
- Resolved customer complaints promptly, ensuring customer satisfaction.
- Listened to customer problems, objections and concerns, offering tailored solutions.
Team Lead – Customer Retention, Collections (Accounts Receivables)
Concentrix Daksh Services India Pvt Ltd - IBM India
12.2016 - 09.2017
- Working with IBM India on contract for their Pearson Education Project
- Part of their accounting and finance department (Accounts receivable)
- Managing the Pearson’s Key customer’s ledger for UK
- Handling a team of 6 non-key customer agents
- Handling a portfolio of 177 Key customers with collectable value of 8 million pounds
- Ensuring their dues is paid as per the 30, 60 & 90 Days payment term
- Ensure defaulters are contacted via email or phone to get them on track as per the current term or provide more flexible payment options
- Focus on reducing the bad debt right off by focusing more on the older invoices
- Ensure all invoice and billing queries are resolved in timely manner to avoid delay in payment due to disputes
- Ensuring monthly collection target is met
- Ensure the daily calls and emails target is achieved by team
- Primary focus on pitching the customer for ‘Promise to Pay’ amount which is tallied against their collection for their monthly performance review
- Ensuring all the unallocated cash is allocated as per the remittance received from the customer
Customer Service Delivery Associate 2
Unisys India Private Limited
04.2016 - 11.2016
- Manage the work schedules for offshore field service technicians in Arizona, Denver, California and Texas
- Ensure the SLA’s are met and quality service is provided
- Constantly interact with field technicians to resolve their issues
- Ensure SLAs are met and exceeded
- Monitor onsite service calls to completion
- Apply company policies and procedures required to deliver high quality services to clients
- Analyze recurring issues and implement corrective action plans
- Single point of contact for inquiries and escalations through e-mails and phone
- Identify potential SLA misses and escalate them as per the defined procedure
- Work closely with RM’s, CSM’s, SDM’s to identify the gaps and improve the process efficiency
- Responsible for the SLA, Productivity, & Utilization metrics for the assigned account
Senior officer – Fraud Prevention Team
Tesco Retail India Pvt Ltd
10.2013 - 02.2016
- Manage a team of 11 to work closely with the Tesco Direct team to initiate strategies that support the online fraud investigation of high risk orders with available tools and skills to determine if the order is genuine or fraudulent
- Identify fraud control improvements, contribute towards prioritized roadmap, obtain stakeholder buy-in of the risks and ensure they are addressed
- Conduct process training and recruitment for the fraud prevention team
- Drive the team to achieve the daily targets
- To identify and stop losses on club cards, vouchers, returns and refund, discounts
- To identify and implement fraud and loss prevention solutions without compromising the customer experience
- Work closely with third party service providers to oversee the conduct of fraud prevention systems/tools and detect vulnerabilities and or policies/procedures that may potentially lead to minimizing fraud and loss
- Provide management with recommendations to improve fraud and loss awareness
Customer Relations Officer – Product Complaint Processing
Tesco Retail India Pvt Ltd
06.2011 - 10.2013
- Focus on generating revenue for the company by identifying the right supplier and charging them for the faulty goods
- Refute with suppliers for the charges that were denied by them
- Ensure all customer complaints are resolved within TAT
- Checking the quality of the calls and transcribing the same and giving feedbacks to the Customer Support Centre in UK
Customer Relations Manager
IBM Daksh Business Process Services Pvt.Ltd
Bangalore, India
08.2008 - 06.2011
- Active listening and effective probing to support identification of need, delivery of explanation, and verification of comprehension
- Cross selling IBM products and services
- Escalate customer satisfaction situations to the appropriate department
- Locating contacts and developing process base resolutions
- Demonstrating Customer Satisfaction at all levels
- Quality calls keeping AHT and customer satisfaction in mind
- Upselling techniques were used to offer better software or service packages
Education
Bachelor’s Degree - Commerce
Commerce
BangaloreSkills
- Account management techniques
- Multi-Tasking mastery
- Target achievement
- Complaint management
- Negotiation
- Customer retention strategies
- Client Relationship Management
Languages
English
Advanced
Hindi
Intermediate
Malayalam
Native
Tamil
Native
Timeline
Key Account Manager
GIG INSURANCE
10.2018 - 03.2025
Sales Agent
AXA GULF INSURANCE
11.2017 - 10.2018
Team Lead – Customer Retention, Collections (Accounts Receivables)
Concentrix Daksh Services India Pvt Ltd - IBM India
12.2016 - 09.2017
Customer Service Delivery Associate 2
Unisys India Private Limited
04.2016 - 11.2016
Senior officer – Fraud Prevention Team
Tesco Retail India Pvt Ltd
10.2013 - 02.2016
Customer Relations Officer – Product Complaint Processing
Tesco Retail India Pvt Ltd
06.2011 - 10.2013
Customer Relations Manager
IBM Daksh Business Process Services Pvt.Ltd
08.2008 - 06.2011
Bachelor’s Degree - Commerce
Commerce
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