Punit Nayal
Customer Service Manager @Orange Business
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WORK HISTORY
Customer Service Manager @Orange Business
Gurugram, IN
Clients: CapGemini (Europe North), HP Inc.(Europe Region)* Lead Customer Success & IT Service Management programs, achieving 95% customer retention and improved CSAT scores.* Manage customer escalations, resolving complex IT issues across multinational enterprise clients.* Develop & execute customer success strategies aligned with business goals, driving engagement and revenue opportunities.* Implement ITIL-based service delivery improvements, reducing average handling time by 12%.* Provide leadership, mentoring, and training, enhancing team productivity by 20%.* Drive continuous improvement using customer feedback analysis, improving service delivery efficiency.
EDUCATION
O.P. Jindal Global University (JGU)
Master of Business Administration - MBA
Punjab Technical University
Bachelor of Technology (B.Tech.)
SKILLS
ABOUT PUNIT NAYAL
I have spent the last 17 years in the \"hot seat\" of enterprise IT - from the…
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