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Akash Nag

Experienced CS Manger bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results

Key Skills

Client And Stakeholder Relationship Management
Leading Teams
Software Development Methodologies
Using Project Management Tools
Project & Program Governance
New Product Development

Professional Experience

Nov 2019
Present
Customer Success Manager
Web Spiders Pvt Ltd Kolkata, IN
B2B SaaS Product
  • Inspected final products to assess compliance with quality standards and established tolerances.
  • Played instrumental role in client satisfaction by working with operational teams for proper 
    resolution of service issues.
  • Led process improvement and problem-solving efforts to create standard procedures and 
    escalation policy for customer support team.
  • Contributes to sales engineering effectiveness by identifying short-term and long-range issues 
    and recommending courses of action.
  • Reviewed all customer enquiries to understand project scope while managing internal 
    disciplines to compliantly respond.
  • Provided technical troubleshooting and problem solving for clients with installed 
    equipment/system issues.
  • Analysed marketing data, including market trends, competitor performance and product 
    strengths
Apr 2016
Aug 2019
Information Technology Project Coordinator
Ricoh India Ltd Kolkata, IN
IT & ITeS, Hardware Manufacturing
  • Maintaining good connect with local OEM's / Solution providers/ SI's / Software companies 
  • Accountability towards Project Execution / Vendor Management / Billing / Client Facing.
  • Escalation Handling Directly managing Projects with value of 20 Cr.
  • Kept projects on schedule by managing deadlines and adjusting workflows as needed.
  • Oversaw onboarding and mentorship, planned and executed meetings and developed project 
    documentation.
    • Coordinated presentations for customers and project members detailing project scope, progress and results, keeping all entities well-informed of milestones and goals.
May 2015
Apr 2016
Information Technology Project Coordinator
IBM India Pvt Ltd Kolkata, IN
Software Development
  • Project Tracking, Client interaction, Monitoring SoW adherence, Billing, Resource Management, Time Sheet tracking.
Dec 2013
Sep 2014
Information Technology Project Coordinator
Andovar Localization Services Pvt Ltd Kolkata, IN
Localization Services
  • Project charter, SoW preparation
  • Planning & Budgeting
  • Allocation to resource, Monitoring, Project completion & hand over.
Dec 2012
Jun 2013
Information Technology Project Coordinator
Cognizant Technology Solutions Kolkata, IN
Software Development & Consultancy
  • Data processing & validation, Report preparation, Client interaction
Mar 2012
Sep 2012
Information Technology Project Coordinator
TATA CONSULTANCY SERVICES Kolkata, IN
Software Development & Consultancy
  • Payment posting, Claim settlement, Quality assurance

Education

May 2008
Apr 2011
Bachelor of Commerce in New Alipore College
University of Calcutta
Mar 2005
Apr 2008
Higher Secondary (+2) in Central Model School
CBSE
Mar 2004
Apr 2005
Class X in Xaviers English School
ICSE

Certifications

2020
Agile Project Management; Agile Delivery
Udemy
2020
Cert Prep: Scrum Master
LinkedIn

Languages

English
(Fluent)
Hindi
(Fluent)
Bengali
(Native)

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