Sudhamshu Kantharaj

• Coordinated vehicle preparation and PDI activities to ensure vehicles met quality requirements before delivery.
• Managed customer enquiries and provided timely updates on vehicle status, inspections, repairs, and delivery schedules.
• Liaised with transport providers, technicians, customers, and internal departments to ensure smooth vehicle movements and handovers.
• Monitored vehicle collections and deliveries, ensuring accurate documentation and compliance with operational procedures.
• Supported reporting, Registering and Taxing vehicles.
• Investigated and resolved customer concerns, delivering high levels of customer satisfaction and service excellence.
• Produced operational reports, Monthly Tax reconciliation and Stock updates to support management decision-making.
• Worked closely with cross-functional teams to achieve service-level agreements, delivery targets, and business objectives.
• Supported continuous improvement initiatives to enhance efficiency, customer experience, and operational performance.
• Carried out day-to-day duties accurately and efficiently.

• Collaborate with both business and IT teams to establish short-term and long-term objectives, aligning technology initiatives with organizational goals.
• Utilize associated tools to provide extensive data analysis catering to diverse business needs, including the analysis of customer support data from ZenDesk.
• Develop and maintain dashboards, reports, and metrics to monitor key performance indicators (KPIs) related to customer support operations.
• Work closely with the customer support team to ensure that operational objectives are met and technology initiatives support efficient and effective customer service operations.
• Analyse operational data to identify trends, patterns, and opportunities for improvement in customer support processes.
• Collaborate with stakeholders from different departments to understand their operational needs and challenges.
• Propose and implement solutions to streamline processes, reduce costs, and improve overall operational efficiency within the customer support function.
• Monitor the effectiveness of implemented solutions and make adjustments as needed to optimise performance.
• Provide training and support to staff members on new processes or systems implemented within the customer support function.

• Implement and uphold a comprehensive quality management system to ensure high standards across operations.
• Administer and maintain the ZenDesk application, including configuration and ongoing maintenance.
• Develop and customise reports within ZenDesk to track metrics such as SLA adherence, first-time fix rates (FTF), and interaction data from various channels.
• Collaborate with senior operations analysts to analyze customer support data and identify trends or patterns.
• Assist in the development and implementation of strategies to improve customer satisfaction and operational efficiency.
• Document and maintain accurate records of customer interactions and transactions using the designated CRM system.

• Provide professional and consistent customer service to Domestic and General customers via inbound calls.
• Handle customer complaints calmly and professionally, offering appropriate solutions to maintain satisfaction.
• Assist customers in making purchasing decisions by identifying their needs and utilizing product expertise to offer suitable suggestions.
• Manage high-volume telephone calls effectively, addressing and resolving customer queries promptly.
• Maintain a focus on delivering outstanding customer service to uphold the company's reputation.

Backup Operations and Administration

• Perform daily backups and conduct regular maintenance of device and application data to ensure data integrity and availability.
• Execute upgrades of the networker application on servers and manage data restoration post-upgrade.
• Engage in capacity planning activities to anticipate and accommodate future storage needs effectively.
• Maintain close monitoring of computer networks, ensuring their proper functionality and promptly addressing any issues to uphold operational continuity.

• Generate user IDs for bank employees and administer role-based access control for banking applications via Active Directory.
• Establish specific employee requirements for access to various systems and applications.
• Implement role-based access control mechanisms to ensure appropriate levels of access for each user based on their role and responsibilities within the organization.

• Act as the initial point of contact for customers seeking technical assistance via phone, offering prompt and efficient support.
• Conduct remote troubleshooting using various diagnostic techniques to identify and resolve technical issues.
• Evaluate the details provided by customers to determine the most effective solution for their problems.
• Provide specialized support for banking applications to ensure smooth operation and user satisfaction.
  

• Initiate proactive outreach through phone calls and in-person visits to client offices.
• Manage the entire sales cycle process, from initial prospecting to contract negotiations and finalizing deals.
• Showcase product demonstrations to highlight the benefits and advantages to potential buyers, thereby stimulating purchase interest.
• Acquire new clients by implementing targeted prospecting strategies and building professional networks.