Consultant DCJS Resume Profile

BRIEF PROFILE

Accomplished Account Manager with focus on results. Tripled the customer satisfaction rating and grew revenue from 1 million to 5 million in 3 years.
Transformed Customer's Business and Strategic needs into technical requirements in telecom space: VoIP, unified communication and emerging technologies.
Identified and implemented Unique Selling Proposition through Consulting and Solution Sales for endpoint feature development on telecom protocol and IP Sale.
Lead team for Business Strategy, Business Case Development and Services Consulting sales for VoIP Software, Endpoint terminals, Contact Centers.
Over 14 years' hands on progressive experience in Business Improvement and Solution Selling. Sold to Telecom OEMs Original equipment Manufacturers .
Certified Avaya Project Management Associate APMA Extreme Certified Sales Professional ECSP and Project Management Professional PMP from PMI.

PROFESSIONAL EXPERIENCE

Confidential

Sr. Principal Consultant DCJS

Selected Achievements:

Negotiated deal of 7 million visitor processing system and negotiating 5 million facial recognition system with IBM as primary vendor.
Prepare IT investment request package by business case formulation and need justification with focus on total cost of ownership over 5 years time frame, for executive council.
Manage all vendor relationship of accounts related to photo portfolio, understand the support roadmap, formulate service contract and develop charter for maintenance cost reduction.
Facilitate legacy modernization by collaboration with multiple vendors, IBM, Dataworks, Morpho Trust and Nfrastructure for solution planning, with no business interruption.

Confidential

Selected Achievements:

Sold a 2-year global software contract to Avaya valued at over 3 million. Got repeat business of 1 million for 3 years. Managed the P L for the account.
Developed a Strike Team to engage senior VP level management at other Business Units. Got into 2 new business units in 1 year. Also, escalation point for current engagement.
Restructured customer service capabilities, resulting in improved services and savings of approx 1 million in annual fixed cost. Primary person managing customer satisfaction.
Developed customer locality program to identify and retain top tier client programs, resulting in 15 increase in average order size and 10 decrease in churn.
Initiated worldwide partnership / relationship with operations in US, Germany, Australia, Israel and India. Nominated for Forbes outsourcing award with Avaya in partnership category.

Confidential

Selected Achievements:

Improved business process definition, client documentation, issue management efforts within the organization. Customer satisfaction increased from 2.3 to 4.7 in scale of 5.
Assisted in root cause analysis and developed effective corrective/preventive action plans. Reduced the rework by 37 by introducing check list and templates.
Collaborated with sales team to ramp up new video surveillance product features and capture the market. Customer roadmap and competitive product study was basis for this.
Introduced process/quality management tools to create framework mapping video product solution is tailored to meet customers' needs and business requirements.
Implemented a cross business, key account management KAM program focused on SLA service level agreement , resulting in year on year 5 SLA improvement.

Confidential

Selected Achievements:

Acted as key SME subject matter expert for all issues associated with business process and quality management. Reduced the issues reported by 15 quarter on quarter.
Ensured Quality Communications with clients and directed resolution effort to right internal resource. Improved the issue resolution time by 25 in first 6 months.
Managed Software Deployment process and enhanced productivity/reducing costs. Reduced test execution cycle by nearly 10 times and automated regression by 100.
Translated the business needs CRM products of the client into technically enabling solutions and actionable tasks and provided Beta trial support.

Confidential

A series of progressively more senior positions