1. M. Laxman Reddy
H.No: 8-4-370/32, Rajnagar Borabanda, Hyderabad – 500018
Contact No.: +91 9989656554 E-mail: laxman.cs@gmail.com
ITIL certified Asst Manager with adept skills on managing services and support functions.
Career Overview:
 Over 9 years of deft experience in leading Support operations entailing service strategy, service design
, service transition, service operations and continual service improvement Proficiency forte pans across
extensive client servicing and client relationship management, within the managed services, enterprise
services and licenced service arena.
 Currently Associated with IMImobile from June’13 as Asst.Manager (Service Level Management
Group).
 Prior to IMI mobile was associated as Territory Manager at Visiontek, Linkwell Telesystems Pvt Ltd
to Sales and end to end Support (Jan’10–Jan’13)
 Skilled in managing various teams at various levels for data and voice operations for L1, L2, & L3, with
24/7/ 365 follow the sun model
Competency Matrix:
 Managing two telecom enterprise platforms, service gateways enabling exposure to telecom bearer
inventories for API driven service creations and go to market applications
 Monitoring and support for Telecom Gateways and associated applications for data & voice services
Globally
 Managing technical support L1 team comprising of 2 service managers and 4 escalation managers.
 Competent in cross & upselling of telecom platforms, services, products.
 Examining anticipated performance reports and taking appropriate business decision in terms of
resource planning.
 Acting as first point of contact and single point of contact for all important and critical client
communication, Executing deliverables respectively.
 Designing service and management module.
 Managing effectively the team structure flow.
 Assessing client feedback, evaluating areas of improvements & providing critical feedback to the floor.
 Continuous Strategic Planning and Development to enhance client profitability
 Conceptualizing training & development initiatives for improved productivity, building capability and
quality enhancement
 Overseeing the floor on a real time basis of any updates, process change or any client requirements
Presently associated with IMI MOBILE as Assistant Manager Customer Relationship.
WORK EXPERIENCE:
Since Jun’ 13: IMI MOBILE as Assistant Manager Customer Relationship.
Associated with IMI MOBILE as Assistant Manager Customer Relationship. for the major brand
services“.
 Acquiring, growing and deepening Priority customer relationships through effective relationship
management.
 Provide professional customer service to achieve a high percentage of customer satisfaction and
retention.
 Focus on the analysis and satisfaction of Priority Customers. Serving as the one-point contact.
 Manage the portfolio to de-risk against attrition and achieve stability of book.
 Coordinate customer events for the cluster along with the product team .
 Building good rapport with every client, ensuring the best service on time.

2.  Building and maintaining healthy business relations with major clientele, ensuring maximum
customer satisfaction by achieving performance parameters delivery & quality norms.
 Review the outcomes of the Product Services to determine any corrective actions that could be
taken to improve future delivery in terms of cost, quality and customer satisfaction.
 Deeply involved in handling customer complaints and escalations and solving within the Tat Time and
working on further retention.
 Coordinating with other various departments to ensure that service level agreements with the
internal & external customers are met.
 Ensure adequate coverage for the 7x24x365 environment so that the network infrastructure is running
effectively without any service outage.
 Manage team to meet KPI/SLA objectives for existing clients as well as new installations while
providing hands-on leadership during network events and deployments.
 Process Re- structuring – SR/ Incident / Problem & Change Management.
 Client wise SLA monitoring
 KEDB & KMDB repository (ITSM).
 Audit document repository for the existing services deployed.
 Tracking customer grievances & service satisfaction.
Since Jan’ 10: Visiontek, Linkwell Telesystems Pvt Ltd- Territory Manager
[Jan’10–Jan’13]
 Identifying prospective corporate clients, generating business from new accounts & developing them
to achieve profitability.
 Researching and executing innovative business development strategies by analyzing strength and
weakness about the product.
 Framing effective business plan by implementing possible marketing strategies and operations
management.
 Leading, training & monitoring the performance of team members to ensure efficiency in Customer
support and Quality operations and meeting individual & group targets.
 Drive the team to meet the targets in sales with Mentoring, Training, and Monitoring, drive the
Performance Metrics of the compliance.
 Promotional Activities: Identifying prospective customers, preparing & circulating Advertisements,
Mailers, Concept documents, Draft Letters, preparing & giving Presentations to the new and existing
Clients on various applications, identifying & Building brand Image of the Company through exhibition
and seminars etc.
 Developing trade channels and business portals. Identifying new market/new product/new molecule.
 Preparing and presenting periodical reports pertaining to process and to improve the productivity.
 Comparing competitor products with ours & submitting the analysis for new products evaluation.
 Making Process streamline according to company’s Quality policy.
 Pre-sales Activities: Assisting with sales proposals, tender responses, demonstration of our software to
prospective customers and discussions with them concerning the ways in which the packages can be
used to meet their requirements.
 Spotting potential corporate clients across PAN India for the expansion, growth and profit.
 Others: Work on SharePoint, CRM, ERP, Surfing Internet, Prospective Database preparation, Indents.
SatNav Technologies limited- Sales & Technical Support Executive
[Oct’08–
Jan’10]
 Experienced in handling a team size of 10 and motivating them to achieve the given Assignments.
 To drive the team to achieve the targets in sales & customer support with Mentoring, Monitoring
and Training call quality and Drive the Performance Metrics of the compliance.
 Handling Escalated calls of the team members along with releasing business updates to the teams,
conducting day briefings.
 Conducting product promotion campaigns and Driving the sales to maximize the profit.
 Identifying and developing new streams for revenue growth and maintaining relationships with
customers to achieve repeat/referral business.

3.  Spotting potential corporate clients across India for the expansion, growth and profit.
 Rich Experience on working for Branding, Sales, quality and Training Management.
 Preparing Sales reports periodically towards ranking the team members on evaluation standards on
performance as per the periodical metrics& parameters.
 Building good rapport with every client, ensuring the best service on time.
 Inbound calls include customer service, sales and technical support queries.
 Technical support includes trouble shootings related to SatGuide software. Technical service issues like
GPS related and SatGuide Service Related.
AIRTEL(Third Party) Retention department-Customer Support Executive
[Dec’06- Oct’08]
 Primary responsibility was to handle inbound.
 Additional responsibility involved handling customer complaints and escalations.
 Received several appreciations from the customer.
 Taken training sessions for the new agents.
 Giving feedbacks to the agents on the call taken and Reporting to the Team Leader.
 Building team morale and organizing team-building activities in co operation with the TL.
 Ensured effective staffing in the absence of the TL.
ADDITIONAL RESPONSIBILITIES:
Training Skills
 Conducting training programs & seminars to disseminate the industry information.
 Processing required documentations pre and post audit roster
 Leading, training & monitoring the performance of team members to ensure efficiency in Customer
support and Quality operations and meeting individual & group targets.
ATTAINMENTS:
 Received several appreciations from the customer for the Pre sales/technical support in SatNav
Technologies.
 Elevated as a Group Leader looking in my imitative taken to help the other team members, motivate
them and handling different processes.
 Bagged SPOC (Assistance Team Leader) position with in a span of 7 Months in AIRTEL Retentions
Department and Provided the Best to the Customer
 Rewarded for the best Sales & Customer support.
POSITIVE TRAITS:
 Friendly in nature.
 Confidence and Positive attitude.
 Track record of achieving goals through well planned strategies
 Inspire teams and individuals to achieve outstanding performance through personal leadership style
and behaviours.
 Comprehensive problem solving abilities & performance under minimal guidance.
 Adaptability to the circumstances and new trends.
ACADEMIA
2010 MBA from Sikkim Manipal University
2006 Bachelor of Technology in Computer Science and Engineering
2002 Board of Intermediate Education.
2000 Board of Secondary School Education.
IT SKILLS
Conversant with MS Word, MS Excel, Outlook, MS PowerPoint.
COURSES UNDERTAKEN
ITIL V3 certified score
PERSONAL DOSSIER
Date of Birth : 26th
November, 1985
Language Skills : English, Telugu & Hindi.
(Laxman Reddy)