Sk Afsar
Client Services Manager | ITIL® V4 Certified | Leading Efficient Service Management & Customer Success
- Role
- Client Services Manager at HCLTech
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Sk Afsar
I am a dedicated Service Desk Analyst with a strong background in service management, customer support, and digital marketing. With experience in incident management and a solid foundation in networking fundamentals, I excel at diagnosing and resolving complex issues while adhering to SLAs and ensuring client satisfaction. My career journey includes significant roles at BT Eserv India Pvt. Ltd, where I contributed to service delivery, incident resolution, and customer support for UK-based clients. My ability to communicate effectively with executives, stakeholders, and non-technical users has been key in delivering results in high-pressure situations. I am always seeking continuous improvement opportunities and have undergone training in ITIL V4, Lean Foundations, and Project Management. Additionally, I have expertise in tools such as BMC Remedy and ServiceNow, along with technical skills in routing, switching, and capacity management. To describe me as an individual I am very career oriented and focused on my goals and a hard working person with smart brains! I am skilled in dealing with problems in a resourceful manner and negotiating to achieve beneficial agreement. I am always enthusiastic to learn and undertake new challenges.
Experience
Client Services Manager
Apr 2024 — Present · Gurugram, IN
Provide Customer Reference Guide for service information, tool training and Project engagement info Enable Customer on VEC, review and reinforce as needed to maximize self-service utilization Engage early, reviewing contracts and amendments to oversee contractual obligations (Stage 4/5 involvement launching with custom)• Offer a point of escalation if resolution not achieved through standard channels, assist with directing to accountable team• Deliver Root Cause Analysis readouts prepared by Assurance
Education
Internet Marketing School
Other
University of Calcutta
Bachelor's Degree
2012 — 2017
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