· With a career spanning over 10 years, I am constantly looking for new challenges in a competitive environment.
· Excellent at leading teams for running successful operations, client facing roles & experience of developing SOPs for business excellence.
· Expert in addressing operational issues, resolving performance issues and Knowledge management.
· Increasing revenues, streamlining workflow and creating a team environment to increase productivity.
· Expert in strategic planning, customer service, staff training, and mentoring.
Ø Overall Team Management to make sure all deliverables are met.
Ø Manage new business migrations, project co-ordination & execution
Ø Adept at developing long-term relations with customers and vendors
Ø Effective individual contributor and team player
Ø Able to prioritize tasks and workloads in order of importance.
Ø Proven track record of delivering results within stipulated deadlines.
Area Sales Manager January 2016 till date
Preferred Spares FZCO – Dubai, UAE
Ø Prospecting new customers and markets by conducting market analysis, using business methods like cold calling, email and face to face meetings to increase company clientele and revenues
Ø Developing and maintaining new and existing customer relationships
Ø Liaising with the customer to ensure all deliverables come to a successful closure without any negative business impact
Ø Managed logistics responsibilities which include Repackaging / Shipping, creation of shipping documents to ensure smooth and timely deliveries to the end customer
Ø Maintained company IT related tasks. This includes maintenance of company website, managing ID accesses, mailbox management, hardware and software related issues for company systems
Ø Responsible for maintaining inventory, reselling unsold / dead goods.
Service Desk Lead February 2012 – October 2015
CGI Information Systems & Management, Bangalore, India
Ø Responsible / accountable for Client management and governance of helpdesk operations
Ø Single Point of Contact for LOB and other stakeholders towards disseminating status and act as an escalation point for resolving helpdesk related issues
Ø Responsible for driving innovation including self-heal technology options, ensuring business partner satisfaction and customer service quality, maintaining relationships with line of business contacts
Ø Responsible to keep management and stakeholders informed of the trends and patterns that will have an impact on business
Ø Played a vital role in launching new products by working with the Service Delivery Management teams across the globe and ensuring seamless transition in all LOBs
Ø Responsible for continuous improvement and contribute towards service delivery improvements
Ø Participate in the Document Change Control Process
Ø Manage IDs and access to client systems
Ø Preparing daily workloads for staff & coordinating the daily allocation of work
Ø Arranging & chairing weekly team meetings, focusing on targets & achievements
Ø Involved in the recruitment of staff
Ø Ensuring all administrative and IT records are accurately maintained in a timely manner
Ø Providing prompt and accurate information on individual performances to improve goals
Ø Coordinate with all stakeholders to ensure the Knowledge Base & BMC ticketing system is updated and operational at all time to ensure a continuous business flow without interruptions
Regional Sales Manager August 2010 – July 2011
LeKtroniX India Pvt. Ltd, Bangalore, India
Ø Prospecting new customers and markets
Ø Managed an assigned geographic sales area to maximize sales revenues and meet corporate objectives
Ø Maintaining and Developing existing customer / new customer relationships
Ø Liaising with the customer to ensure all enquiries and issues come to a successful conclusion
Ø Working alongside all departments in achieving optimum company performance
Ø Proactively arranging collections of repair items, provide Marketing ideas and monthly sales reports
Advance Resolution Expert (Subject Matter Expert) April 2007 – June 2010
Dell International Services, Bangalore, India
Ø Assisting technicians to resolve complex customer queries / concerns
Ø Provide and review solutions to help update knowledge base
Ø Assisted with sending out sales / performance reports for the teams on the floor
Ø Provided Sales coaching to new hires in the process
Ø Train new hires on product knowledge, telephone etiquette, etc.
Ø Handled Escalation calls with 100% customer satisfaction
Ø Played a vital role in setting up and stabilizing the out of warranty queue
Ø Assisted the CEC (Customer Experience Coach) and the quality team for auditing calls and providing improvement feedback to technicians
Technical Support Executive October 2004 – February 2007
CLI3L (British Telecom Services) Bangalore, India
Ø Handling Tech issue related calls and providing resolution
Ø Been identified and selected for floor walking and assisting the new agents on the floor during A Bay
Ø Have been rewarded for the best agent award in the campaign several times
Ø Have been instrumental in training the new agents in the process and taking their responsibilities
Ø Shouldered additional responsibility with team manager in respect to sending reports and handling the team with their Tech queries
Experience on Products and Tools
MS Office 2016: Advanced
Operating Systems (Windows XP – Windows 10):Advanced
MAS – Mobile Access Services (Basic VPN/Broadband/Dialup/Routers):Advanced
Blackberry Enterprise Services:Advanced
BMC Remedy ticketing tool:Advanced
Avaya Phone Systems:Advanced
Blue Pumpkin software (Workforce Management Tool):Advanced
· CGI – APEX ORION Award for Best Engagement team – FY 2014
· CGI – APEX STAR Award – FY 2013
· CGI – APEX CORONA Award – FY 2013
· Dell – Certificate of Excellence for providing outstanding Customer Experience – FY 2008 – 2010 (Multiple)
· Dell – Margin Star Award – FY 2010
Education & Certification
Bachelor in Commerce: Manav Bharti University, India (2014)
ITIL: ITIL v3 Foundation (2014)
Date of Birth: 22/07/1986
Current Address: Dubai, UAE
Driving License: UAE & India
Keith Andrew Collins