Adhia Outsourcing
Eden Prairie,MN
Summary
Results-driven professional with extensive experience in delivering exceptional customer service and effective issue resolution. A proactive and diplomatic communicator, dedicated to fostering sales growth across various market segments.
Objective: To join a dynamic organization in a role focused on expanding market share across large, medium, and small segments.
Overview
23
23
years of professional experience
Work History
Senior Strategic Account Manager
AD Stanley LLC - Adhia Outsourcing
Eden Prairie, MN
07.2024 - Current
- Lead the innovative strategy for HVAC Aftermarket Accounts, managing a larger portfolio of potential and existing clients.
- Oversee daily operations of current and prospective Accounts.
- Drive organic growth by reestablishing relationships with existing customers and expanding our business into unmanaged sites or assets.
- Actively pursue new business opportunities through cultivation and cold calling, leveraging our subcontractor network.
Senior Strategic Account Manager
Unified Power / Tristar - Adhia Outsourcing
Edina, MN
12.2017 - 07.2024
- Act as the primary point of contact for key accounts, building and nurturing strong relationships.
- Develop and maintain connections with all key accounts to drive satisfaction and engagement.
- Efficiently create work orders, parts requests, purchase orders, and quotations.
- Schedule preventive maintenance and emergency service visits for generator technicians throughout the Central US.
- Follow up with technicians to gather accurate updates on each visit, ensuring customers receive timely information based on their service level agreements (SLAs).
- Create a master schedule for each state, considering generator kilowatt (KW) requirements, manufacturers, technician availability, and expertise.
- Communicate with customers regarding quote approvals and contract renewals to ensure seamless processes.
- Provide after-hours on-call support once a month to address customer calls and dispatch technicians for emergency situations.
- Generate and distribute service reports based on technician documentation, ensuring thorough follow-up with clients.
- Strengthen relationships with existing clients by consistently proposing tailored solutions that meet their specific objectives.
Team Leader
Altisource Business Pvt Ltd.
04.2013 - 12.2017
- Ensure adherence to timelines and service level agreements (SLAs) as per client requirements.
- Manage vendor relationships and oversee performance evaluations.
- Conduct performance calls with vendors and team members to assess progress.
- Assign workflows and monitor the completion of tasks to ensure efficiency.
- Perform internal quality audits to maintain high standards.
- Conduct team briefings to align objectives and share updates.
- Prepare and submit weekly and monthly reports on vendor performance.
- Compile and distribute end-of-day productivity reports.
- Ensure the achievement of team and process targets through effective oversight.
Process Trainer
Wipro Pvt Ltd
01.2002 - 01.2013
- Train new hire batches in accordance with process requirements.
- Create and update training manuals and standard operating procedures (SOPs) based on client feedback.
- Certify new trainers, oversee on-the-job training (OJT), and conduct quality audits.
- Identify average-performing agents and conduct targeted training sessions to enhance their performance.
- Facilitate internal and external calibration sessions with clients and supervisors to ensure alignment.
- Provide effective and timely resolutions to customer inquiries.
- Maintain a positive and cooperative tone when interacting with both customers and colleagues.
Education
Bachelor of Arts -
Mumbai University
Secondary School Certificate -
English
Skills
- TRAINING
- BUSINESS DEVELOPMENT
- COACHING
- CUSTOMER SERVICE
- OPERATIONS
Accomplishments
- Rewarded as the best CSR of the quarter consistently for three quarters - Wipro Pvt Ltd
- Promoted as Quality Analyst - Wipro Pvt Ltd
- Promoted as a Process Trainer
- Successfully cleared Train the Trainer certification in house course - Wipro Pvt Ltd
- Certification of new trainers
- Rewarded with the Trainer excellence award
- Rewarded as Best Rep of the Quarter - Altisource Business Pvt. Ltd.
- Rewarded as Best Floor Leader for consistently three quarters - Altisource Business Pvt Ltd
Personal Information
Title: Strategic Account Manager
Timeline
Senior Strategic Account Manager
AD Stanley LLC - Adhia Outsourcing
07.2024 - Current
Senior Strategic Account Manager
Unified Power / Tristar - Adhia Outsourcing
12.2017 - 07.2024
Team Leader
Altisource Business Pvt Ltd.
04.2013 - 12.2017
Process Trainer
Wipro Pvt Ltd
01.2002 - 01.2013
Bachelor of Arts -
Mumbai University
Secondary School Certificate -
English