Chandan Jain

About Chandan Jain

10 years of experience in Project Management, Implementation of Customer Service…

Experience

1. Senior Software Engineer

   Cyzant Software

   Apr 2019 — Present · Gurgaon, IN

   Managing addition of new service in the project interaction with customer/department from starting to end.• Active participation in arriving at Business Development Strategy for the region.• Understand Customer’s line of Business, and suggest value add to it.• Analyze Service Level Agreements of Customers in consultation with NIC Officials.• Periodic review meetings with the customers assigned to ensure service quality levels are as per norms.• Handle customer escalations beyond Team Leaders effectively and ensure timely closure.• MIS analysis with Departmental Head periodically and arrives at an Improvement Plan.• Review Monthly customer feedback through Customer feedback Database.• Detailed technical knowledge regarding functioning of e-Sampark. Gram-Sampark, Jan-Sampark.• Handle and develop good relations with principle vendors.• Periodic Review meeting with Team Leaders to handle their issues and grievances and escalate the matters to seniors if required.• Analyze quarterly ratings of Customer Support Executives with Team Leaders. And arrive at a skill set training/up-gradation plan of the poorly rated Customer Support Executives.• Administer skill level up-gradation plan on the basis of new service/product offerings to customers.• Upgrade skill level, Promote & Job Rotation of subordinates.• Customer as well as Employee Retention.• UIDAI Project addition of UIDAI services in e-Samparks.