Vijay David Baddam
Scarborough,ON
Summary
Dynamic Client Services Account Manager with over 9 years of experience in technical support and project management. Proven ability to enhance operational efficiency and stakeholder communication, successfully implementing methodologies that reduced downtime and improved quality standards.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Client Services Account Manager
Shift4
05.2016 - Current
- Developed and presented over 30 detailed analytics reports that identified key performance indicators, leading to a 15% increase in operational efficiency and informed decision-making for senior management.
- Identified and resolved POS and payment gateway errors, reducing downtime by 30% and improving customer satisfaction scores by 15% through proactive troubleshooting and root cause analysis.
- Provided technical support to customers on hardware, software, and peripheral issues, documenting and resolving service tickets promptly.
- Implemented project management methodologies and resulting in a 25% reduction in process waste and enhanced quality assurance standards across the project lifecycle.
- Develop detailed project schedules and integrate plans, refining requirements to establish clear timelines and milestones for project execution.
- Distribute tasks effectively among team members, track progress, and manage deadlines to maintain project efficiency and ensure consistent deliverables.
- Document user experience to refine internal processes, providing feedback and new solutions
- Create simple workflow models and process maps based on input from multiple sources
- Recommend develop and review QA standards policies and procedures for all functions involved with or related to the quality and testing in accordance with company standards
- Working with members of other teams to support the objectives and deliverables of the Business and Technology solutions department.
Analyst – Knowledge Management
Deloitte Support Services
Hyderabad, India
09.2009 - 11.2014
- Facilitated Daily scrum, Sprint Planning, Sprint Demo and Sprint retro meetings
- Assisted in developing test strategies, defined data requirements and workflows, user documentation, and post-implementation support
- Facilitated change management and knowledge sessions with business clients and stakeholders to gather business and process flow requirements.
- Established key performance indicators (KPI’s) and implemented preventive and corrective actions to eliminate the root causes of poor quality and delivery problems.
- Enabled team to follow the Scrum process to deliver great products and continuously improve their quality.
- Identified and resolved internal and external impediments impacting scrum team performance.
- Implemented operational planning and development strategies to monitor project management policies and procedures, ensuring alignment with organizational objectives.
- Identified and managed project risks, providing technical advice to clients and stakeholders while proactively addressing potential obstacles to project success.
- Lead productivity and process efficiency through Lean and Six Sigma methodologies
- Communicated with clients for projects including project planning, quality metrics and reporting.
Associate Analyst – Initial Support Services
Deloitte Support Services
Hyderabad, India
11.2007 - 04.2009
- Delivered distinctive service to the US practitioners for both business and technical issues using Service Desk
- Worked with various teams within Deloitte to identify the root cause of the issues
- Interacted with vendors and negotiated service level agreements to ensure business continuity.
- Administered user accounts and password resets for various tools and applications used in Deloitte
- Network Related-LAN Connectivity, Wireless Connectivity, VPN Issues
- Troubleshoot Technical problems, installed hardware and software
- Updated, maintained and supported the issues regarding the Internal Websites
Customer Service Executive – Call Centre
HSBC
Hyderabad, India
02.2006 - 07.2007
- Handled inbound customer calls related to personal and business internet banking
- Solved customer queries/ complaints/ requests
- Trained in Anti-Money Laundering policies (AML) and Know Your Customer (KYC)
- Ensured objectives were met by the end of the month
Senior Customer Support Officer – Call Centre
Standard Chartered Bank
Hyderabad, India
07.2003 - 01.2006
- Handled inbound customer calls related to credit cards and savings accounts.
- Solved customer queries/ complaints/ requests
- Trained in Anti-Money Laundering policies (AML) and Know Your Customer (KYC)
- Ensured compliance, operational risk controls in accordance with SCB standards and policies
Education
Post-Graduate in International Business Management -
Centennial College
Scarborough, Ontario12-2015
Bachelor of Commerce & Computers -
Osmania University
Hyderabad, India 04-2003
Skills
- Technical support
- Process mapping
- Project management
- Quality assurance
- Performance analytics
- Self-starter
- Project scheduling
- Risk assessment
- Stakeholder communication
- Resource optimization
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Telugu
Native/ Bilingual
Urdu
Professional
Punjabi
Professional
Gujarati
Professional
Certification
Certified ScrumMaster® - Scrum Alliance®
Timeline
Client Services Account Manager
Shift4
05.2016 - Current
Analyst – Knowledge Management
Deloitte Support Services
09.2009 - 11.2014
Associate Analyst – Initial Support Services
Deloitte Support Services
11.2007 - 04.2009
Customer Service Executive – Call Centre
HSBC
02.2006 - 07.2007
Senior Customer Support Officer – Call Centre
Standard Chartered Bank
07.2003 - 01.2006
Post-Graduate in International Business Management -
Centennial College
Bachelor of Commerce & Computers -
Osmania University