Preetham Jain

• Maintain portfolio of 11 top tier customers such as, Siemens, Halliburton, schlumberger, RBC, PWC etc
• Upsell - Proposed brokerage account for CCM hockey, which increased in business revenue, well received by senior management
• Program managed Siemens recurring Invoice issue, well received by customer & DHL senior management
• Create & maintain health-check, business reviews & renewal management reports for key customers
• Customer on-boarding post sales calls by training them on DHL customer facing tool (KART)

• Assisted customer service representatives with complex customer service issues.
• Effectively handled escalated and unresolved calls/emails
• Worked closely with various internal teams to resolve any contingency.
• Built new tracking tool for team Leads, well received by senior management

• Reviewed international invoices for high-value shipments
• Reviewed all invoice disputes and obtain thenecessary documents needed to make an informed decision for high-value shipment customs submission
• Contacted clients for payment of duty and/or taxes for formal entries

• Resolved product or service problems: clarify customer's complaint, determine the cause of the problem, select and explain the best solution to solve the problems, expediting correction or adjustment, follow up to ensure resolution
• Handled Inbound & make Outbound calls to resolve issues

• Work with key stakeholders to define and implement project scope, mandate, strategy, objectives, timelines,and resourcing
• Design & present process improvement project assignments to college students
• Build healthy relationships with colleges & universities in the goal to create partnership.

• Used ideation methodologies to generate and prioritize ideas with a goal to improve the operational efficiency of contact center employees
• Built new productivity tracking dashboard for the offline team which resulted in an increase of productivity by 25%
• Built new quality monitoring tracker to included up-selling to generate revenue

• Built and strengthened relationships with new and existing accounts to drive revenue growth
• Negotiated deals between customers and Akamai, resulting in mutually beneficial agreements and cultivated relationships.
• Designed traffic and contract utilization dashboard for Oracle, well received by the customer & Akamai Sr. Leaders
• Program managed 24/7 & Security Contacts Project for Americas which resulted in update of 98% of customer details

• Monitored inbound and outbound calls made by employees to provide constructive feedback.
• Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies
• Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
• Trained new personnel regarding company operations, policies and services.

• Reconciled transactions and security positions to find risks associated with breaks and trade mismatches
• Handled multiple weekly & monthly dashboards
• Worked with multiple counter parties and prime brokers to match trade in the market

• Verified data integrity and accuracy to avoid fraud of financial credit calls/transactions, emails, and Performed root cause analysis on lost deals/calls
• Trained new vendor personnel regarding company operations, policies and services.
• Worked on Speech Analytics project & performed root cause analysis on lost deals using 5 whys and fish bone analysis techniques
• Maintained weekly dashboards, reports & support completion of cross-functional actions & conducted weekly Quality calibration sessions