James Mondol

WORK HISTORY

EDUCATION

SKILLS

ABOUT JAMES MONDOL

Accomplished professional with over 10 years of extensive technical and project management experience in a customer support environment. Strong leadership abilities with a proven track record of delivering results. Interested and stays updated in the latest web and mobile technologies and platforms.• Acts as Team leader and serves as the single point of contact between customers and Alcatel-Lucent internal organizations. Builds relationships, manages difficult situations, and negotiates conflict resolution.• Maintains high level of customer satisfaction providing services fully compliant with the SLA. • Conducts network performance analysis in order to assess the impact of a problem and to solve customer service management related issue.• Manages network upgrade and retrofit preparation and execution and ensures related communication towards the customer. Follows up with the customer to support in scheduling and implementation.• Plans, controls and executes projects in different business units • Delivers projects on time and budget consistently by ensuring team cohesiveness and regularly meets stakeholders’ expectations.• Gathers customer requirements and follows them from conception to delivery• Prepares monthly report and gives the relevant suggestion to improve the project management;• Led a cross functional team (pre-sales and technical teams) that delivered a new support solution to better improve the responsiveness in case of network outages• Based on thorough knowledge of customers\' networks and configuration, recommended and coordinated support solutions that met customer needs.• Supported the Services Business Unit and business development team in the evaluation of the activities; • Established, built and improved long-term Customer relationships with regard to services and operations• Improved the internal processes, traced the virtual team performance, training, customer interface, hotline.