Prateek Arora
Halifax,NS
Summary
Successful Customer service professional and service delivery manager with 14+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Worked in IT operations, project management & service delivery aimed at enhancing overall organizational growth, sustained profitability of operations, and improved business performance. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Results-oriented. Specialize in quality, speed, and process optimization.
Overview
26
26
years of professional experience
Work History
Customer Service Professional
HSG Canada
11.2019 - Current
- Interacting directly with the customer and offering the best solution by researching information and resolving problems in a customer service environment through rapport building thus committed to the highest customer satisfaction
- Used online DB to search for the best solutions to meet the customer’s needs
- Used persuasive skills to increase the customer base and the sales of targeted products
- Problem-Solving: Actively involved in mentoring, observing, analyzing, negotiating, decision-making, and persuasion; thus, delivering service improvements
- Attention to detail: worked with the clients to understand their requirements
- Tracked Issues and Risks to closure
- Prioritized daily work and duties to meet deadlines, resulting in better ROI for the customer
- Teamwork: Engaged with multidisciplinary teams to define the best approach to achieve customer satisfaction
- Proven ability to delegate, listen, collaborate, cooperate, coordinate, and conflict management
Global Service Delivery Manager
IBM
08.2015 - 08.2019
- Served as single point of contact for service delivery for all service lines/technologies to US and Canada-based Customers for remote infrastructure service delivery
- Steer successful delivery by setting timelines, analyzing requirements, prioritizing tasks, identifying dependencies, and evaluating risks as per pre-set budgets
- Built and maintained strong client relationships and communication strategy at all levels resulting in 24x7 uninterrupted services to customer
- Manages operations as per SLA while maintaining agreed quality
- Coordinate activities between cross-functional teams to provide timely deliveries to customers
- Encourage cross-training to reduce dependencies and develop each team member's individual skills
Global Service Delivery Manager / Delivery Project Executive
IBM
08.2012 - 05.2015
- Worked with clients to identify business objectives, priorities, and directions, critical success factors, and applied this knowledge to establish and implement an account strategy thus maintaining high customer satisfaction
- Reviewed performance and plan/work with various teams on service improvement resulting in the reduction of the number of incidents by 70% over a year across the accounts resulting in direct savings in green dollars and improvement in ROI for customer
- Managed business controls and compliance, to meet service-level objectives
- Planned, facilitated, and coordinated service improvement measures (SIPs)
- Worked with clients to identify business objectives, priorities, and directions, critical success factors, and applied this knowledge to establish and implement an account strategy thus maintaining high customer satisfaction and customers needs
- Drove/participated and coordinated audit readiness and compliance for delivery under the agreed terms with the client thus maintaining SLA green
- Ensured system stability during critical client cycles, resulting in a stable environment for customer business.
Compliance Lead
IBM
07.2010 - 08.2012
- Responded to employee inquiries regarding compliance regulations and procedures.
- Implemented procedures and methods for auditing and addressing non-compliance to information security standards agreed with customer
- Lead team to provide remote administration of UNIX (AIX/Linux) servers and maintained all compliance and security posture on accounts
- Lead team of 10 members for maintaining IT compliance by periodic health checks of servers and Id management thus keeping compliance posture green for customers
- Analyzed first-level problems for all systems
- Took part in automation of compliance work to reduce noncompliance and increase security in timely manner
- Prepared operational reports, and governance reports and presented them to management.
- Developed and maintained compliance database, tracking all compliance activities and documents.
Operations Lead Specialist – UNIX (AIX)
IBM
02.2008 - 07.2010
- Worked and managed all the systems running on this platform keeping the customer environment green
- As a technical contact worked for responding to and resolving incidents, requests, issues raised by customers, and system-generated alerts while meeting client SLAs for system availability, uptime, and reliability
- Installed and tested AIX OS patches and was proactive in performing maintenance tasks thus maintaining a secure environment for the customer’s business
- Managed tickets and incidents within an ITIL Service Management Tool
- Executed application or system changes within approved change control processes.
Scientific Business Officer
Dr. Reddy’s Lab, DRL
12.1998 - 02.2008
- Worked as Scientific business officer in leading pharmaceutical/healthcare company
- Implemented marketing strategies in designated areas resulting in successful launch of new product with market share of 30% and addition of market capture
- Received ‘Excellence Award’ for outstanding performance and dedication
- Proactively conducted yearly opportunity analysis by keeping abstract of marketing trends and competitor’s moves to achieve market share metrics by 10%.
Education
Post Graduate Diploma - Business Management
JVB
INDIA06.1998
Bachelor’s - Business Management
JVBI University
INDIA05.1996
Skills
- Customer Relationship Management: Proven track record to build and maintain strong client relationships resulting in 24x7 uninterrupted services to customers
- Communication: Effective verbal/non-verbal and written communication skills, active listener
- Documentation:- Resolve customers’ concerns and questions and documenting customer issues and solutions for reference
- Active listener:- Follow customer-first strategy understand customer need and build solutions within organization's scope to address that need
Timeline
Customer Service Professional
HSG Canada
11.2019 - Current
Global Service Delivery Manager
IBM
08.2015 - 08.2019
Global Service Delivery Manager / Delivery Project Executive
IBM
08.2012 - 05.2015
Compliance Lead
IBM
07.2010 - 08.2012
Operations Lead Specialist – UNIX (AIX)
IBM
02.2008 - 07.2010
Scientific Business Officer
Dr. Reddy’s Lab, DRL
12.1998 - 02.2008
Post Graduate Diploma - Business Management
JVB
Bachelor’s - Business Management
JVBI University
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