Hi, I’m
Narmatha Thangapandian
Porter
Summary
Experienced Client Liaison with a focus on building strong customer relationships and promoting business growth over 15 years. Demonstrated ability to optimize processes and enhance customer loyalty. Dedicated to delivering results and driving efficiency in all operations.
Overview
19
years of professional experience
Organizations Worked With
- IBM
- AT&T
- RedHat
- Thomson Reuters
- SteepRock
Work History
SteepRock Inc.
Client Liaison Manager
05.2021 - 06.2022
Job overview
- Owned client relationships post-sale, leading onboarding, workflow reviews, and ongoing engagement to ensure successful adoption of products and services.
- Acted as the primary client advocate, partnering with technical and internal teams to resolve issues and improve customer satisfaction.
- Identified workflow gaps and recommended process or product enhancements aligned with client business needs, supporting retention and expansion opportunities.
RedHat Inc
Manager, Technical Support Services
01.2019 - 06.2019
Job overview
- Managed enterprise client relationships, ensuring service continuity, SLA adherence, and positive customer experiences.
- Led operational teams supporting customer-facing services, balancing efficiency with responsiveness to client needs.
- Supported contract renewals by maintaining deep knowledge of available services and aligning offerings to evolving customer requirements.
IBM Private Limited
Manager, HR (Accounts Payable)
04.2016 - 01.2019
Job overview
- Partnered with internal stakeholders to deliver HR services with a strong “internal customer” focus.
- Improved service delivery workflows and stakeholder satisfaction through process optimization and clear communication.
AT&T
Client Services Manager
04.2014 - 04.2016
Job overview
- Led AT&T–IBM asset integration and site operations, delivering service continuity during large-scale change across clients, teams, and vendors.
- Owned strategic client relationships, driving retention, contract renewals, and lifecycle management, while resolving escalations and billing issues.
- Directed cross-functional RCA, tool migrations, and system implementations, improving operational efficiency and service stability.
- Established governance through executive reporting and client-approved documentation.
AT&T
Operations Manager
09.2011 - 03.2014
Job overview
- Led multi-channel operations with accountability for 5 supervisors and 50+ agents, consistently meeting SLA, quality, and performance targets.
- Managed offshore process transitions, workforce planning, hiring, and training to ensure operational readiness and scalability.
- Served as senior escalation point, driving RCA, quality governance, and NPS improvement through client engagement and performance management.
Thomson Reuters
Assistant Manager, Accounts Receivable / Team Lead / Quality Lead – Six Sigma
01.2004 - 01.2011
Job overview
- Managed a large team of B2B collectors
- Worked on Oracle/SAP ERP to retrieve invoice and opportunity numbers.
- Conducted capacity planning, hiring, and training while publishing quarterly marketing results.
- Drove quality programs to improve customer satisfaction metrics.
- Forecasted trends to minimize days sales outstanding impact.
- Developed techniques to detect and reduce agent attrition.
- Implemented follow-up strategies to decrease unapplied cash and credit.
- Oversaw budgeting and expense management for improved operational efficiency.
24/7 Customer Pvt. Ltd.
Customer Service / Quality Personnel
01.2003 - 01.2004
Job overview
- Executed lead generation and sales initiatives.
- Implemented quality management strategies to enhance customer success.
- Trained new hires to ensure complete onboarding and integration into team dynamics.
- Documented processes and maintained Work Instruction Manuals.
- Managed escalations and resolved issues.
Education
Sikkim Manipal UniversityIndia
Bachelor of Arts from Journalism And Mass Communication
09-2014
Skills
- Operations leadership
- Client, stakeholder, and vendor management
- Process optimization
- Escalation handling
- Performance governance
- Data-driven reporting and analysis
- Microsoft 365
- CRM system updates
- Cross-functional collaboration
Certification
- PMP
- Lean Six Sigma
- Six Sigma Foundations
- IBM Agile Advocate
- Agile Explorer
- IELTS
- Spanish A1
- Bilingual
Timeline
Client Liaison Manager
SteepRock Inc.
05.2021 - 06.2022
Manager, Technical Support Services
RedHat Inc
01.2019 - 06.2019
Manager, HR (Accounts Payable)
IBM Private Limited
04.2016 - 01.2019
Client Services Manager
AT&T
04.2014 - 04.2016
Operations Manager
AT&T
09.2011 - 03.2014
Assistant Manager, Accounts Receivable / Team Lead / Quality Lead – Six Sigma
Thomson Reuters
01.2004 - 01.2011
Customer Service / Quality Personnel
24/7 Customer Pvt. Ltd.
01.2003 - 01.2004
Sikkim Manipal University
Bachelor of Arts from Journalism And Mass Communication