Mohan Kumar R

D-004 GR Lavender, Kothanur Village, Uttarahalli Hobli, JP Nagar 7th Phase, Bangalore – 78Ph.9886552349

mohan2408@gmail.com

Summary

An accomplished, result driven management professional with 11+ years of extensive sales & customer service experience including 4+ years in managing client services/ Key account management teams for a technology major across Americas and North Asian region. A seasoned professional with expertise in developing and implementing programs to improve business operations and employee progression. Adept at building scalable process and business strategies to maintain quality and high throughput.

Ability to create a healthy, positive work environment by investing time and effort into training and development programs as well as implementing smart hiring decision.

Core Competencies

Strategic & Operational Planning Leadership coaching & Counseling Employee Training & Development Business Process Improvements Performance Management

Process enhancements & Innovation Mediation & Problem solving Budget Management & Forecasting Talent Acquisition & Retention Planning Data Analysis

Career Snapshot

Manager, Client services - Akamai Technologies Client relationship manager - XciteCorp Services Pvt. Ltd. (LPO) Sales rep – Dell International (SMB) Customer care executive - Mphasis BPO Advertising assistant - Times Multimedia (Times of India)/ Part- Time & not on-roll

Education

Bachelor of Business Management

Professional Experience

Current role # 1 Akamai: Manager, Account Management group (Client services) – 2 years, 11 months

Overall responsibility for client-facing operations for Commerce and Public-sec line of business, including project management, internal and external coordination. Advocate for customer requirements and process improvements

Successfully established two new support functions for emerging business and public sector with 100% of the support coming from Bangalore.

Developed an effective onboarding process for inside sales customers which resulted in us recognizing the revenue much quicker (From 22 days to 8 days)

Evaluated and enhanced existing processes though automation, resulting in 60% internal efficiency improvement.

Help rationalizing processes to increase the productivity of the Account Management Group. Developed event readiness program for e-commerce customers as part of business continuity and

event insight, which enabled high level of customer engagement and uncovering new business opportunity.

Setting MBO’s in the SMART format Drive strategic goals and vision within the team, enabling them to meet their MBOs. Devising strategies to increase customer Satisfaction scores and create product stickiness. Develop training plan to evolve team’s knowledge base Develop customer engagement programs based on loyalty and transactional survey results. Quarterly head count vs load analysis and forecast

Role # 2 Akamai: Team Lead - Client services - 1 years, 9 months

Provide operational leadership Planning, execution and delivery of team goals Reporting and forecasting metrics & continuously improving the metrics which reflect an industry

leading support experience Streamlining processes, optimizing operations and knowledge management Hiring, training, ensuring success of individuals Building cohesiveness and constant mentorship Manage customer escalations and directing customer communications Determining training needs and assisting the manager in driving training initiatives. Provide professional goals and regular feedback on achievement of goals for the team members. Play an active role in crisis management. Planning and execution of need based projects

Role # 3 Akamai: Client services - 4 years, 2 months

Provide on-going business support Finding business opportunity within the existing customer and maintain a strong relationship Responsible for revenue analysis Manage customer onboarding and integration process Involved in customer training Customer visit for business review Drive 100% utilization of contracted services

Prior to Akamai..

XciteCorp Services Pvt. Ltd. – Client Relationship Manager (BD) – June 2006 to Feb 2007 (8 months)

Cold calling to generate leads for legal vetting of govt. documents. Develop marketing campaigns and fix appointments with the sales rep

Dell Inc. - Sales Representative - June 2004 to Feb 2006 (2 years, 8 months)

Take inbound calls from business customers to place orders for SMB customers Qualifying large business sales opportunity and building pipeline Meeting the daily target of $18k Rev with $3K margin and Dell lease penetration

Mphasis BPO – Customer care executive - July 2003 to June 2004 (11 months)

Provide customer service for CapOne credit card customers and up sell value-added services Deliver results on all targets; develop competence to handle varied issues.

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Times Multimedia (Part Time) – Advertising assistant – Jan 2002 to Feb 2003 (1 year 1 month)

To launch educational CD’s by understanding and analyzing the right target audience. Working on different strategies and ideas to promote educational CD’s in a competitive market. Achieving targets and also to ensure customer satisfaction and after sales services.

Personal Details

Date of Birth: 24th July 1982Nationality: IndianMarital Status: Married