Tony Rana
VP Client Services @Firstsource
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WORK HISTORY
VP Client Services @Firstsource
Responsible for the customer relationship management of 4 key accounts to Firstsource, these being BT, giffgaff, Liveperson & 48. Responsible for the day to day management of these accounts including attending service reviews, commercial reviews and dealing with any day to day escalations in performance. Working on new business leads from other Telecom & Media operators in the UK with Sales and Presales team providing solutions to ny bid or RFP response. Renegotiating existing contracts up for renewal with clients. Ensuring invoices are accurate and paid on time by customers. Achievements Worked my first month in Mumbai managing contact centre servicing BT customers, improving service KPI and enhancing current customer complaint process, which was then rolled out to other contact centres. Won the Silver award for Amazing Customer Experience with giffgaff at the UK Customer Experience Awards 2015 in the Telecom & Technology sector
EDUCATION
Northfleet School for Boys
HND, Telecommunications Technology/Technician
South East London College of Technology
HND, Telecommunication
ABOUT TONY RANA
An experienced, innovative Senior Manager with significant customer service and operational management experience gained in the competitive environment of Telecommunication & Media providers. Proven track record of achievement based on personal drive and motivation to improve performance and efficiency. Now looking for a fresh challenge to extend his leadership skills.
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