Vikram Khemani
Client Services Leader | Former Program & Project Management Leader | Driving Customer Success, Service Excellence & Continuous Improvement
- Role
- Client Service Specialist at BT E-SERV (INDIA) PRIVATE LIMITED
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Vikram Khemani
I’m a Client Services professional with 23+ years of overall experience delivering…
Experience
Client Service Specialist
BT E-SERV (INDIA) PRIVATE LIMITED
Apr 2023 — Present · Gurgaon, IN
Collaborated with cross-functional teams to deliver on-time and on-budget projects and initiatives.• Developed customized onboarding strategies and facilitated successful customer transitions to new products and services• Managed a team of customer service professional, demonstrated strong attention to detail, resulting in a 25% decrease in errors• Conducted monthly business review calls with clients, analyzed customer data and provided insights that drove a 10% improvement in customer engagement metrics.• Innovated strategies to identify customer needs and provide solutions and follow-throughs, resulting in a 20% increase in customer satisfaction ratings.• Collaborated with managers of other departments to quickly resolve customer inquiries, resulting in a 10% decrease in customer service tickets per week.• Spearheaded initiatives to respond to customer inquiries within 24 hours and delivered efficient customer service experiences i.e. Employee Satisfaction Index• Acted as the customer\'s advocate internally, resulting in a 50% reduction in customer support tickets• Automated reporting processes to provide stakeholders with real-time insights into customer satisfaction and product/service adoption.• Led deep-dive account reviews with clients and sales teams, resulting in a 20% increase in sales opportunities
Education
Bachelor of Arts (Economics) from Hindu College, Delhi University
Bachelor of Arts (B.A.)
1994 — 1997
St Mary’s School
Senior Secondary - XII
1993 — 1994
Symbiosis Centre for Distance Learning
Post Graduate Diploma in Business Administration ( PGDBA)
2002 — 2004
Skills
- Vendor Management
- Oracle E-Business Suite
- Service Management
- Pmp
- Pre-Sales
- IT Service Management
- Management
- Sla
- Itil
- Telecommunications
- Service Delivery
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