Hi, I’m
Alfred Williams J
Wentworthville,Australia
Summary
Strategic and customer-focused Senior Customer Success and Support Manager with over17 years of experience in leading programs, driving customer satisfaction, and managing high-performing teams. Adept at aligning customer success strategies with business goals to foster long-term client relationships and achieve operational excellence. Experienced in managing complex projects, developing process improvements, and ensuring top-tier service delivery in the tech industry.
Overview
17
years of professional experience
1
Certification
Work History
Movate Technologies
Program Manager – Enterprise Support
12.2015 - Current
Job overview
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Ensured Operational efficiency by spearheading various projects & process enhancement strategy & methodology
- Led projects, used established processes and methodology to deliver in a quality and timely manner
- Played a pivotal in defining, documenting and driving all phases of the project as defined and delivering to agreed timescale and budget
- Ensured stakeholder expectations are met and made sure project continue to be aligned with business needs and strategies as they evolve
- Made sure project quality and risk plans, tracking progress is as per the plan and delivered regular progress reports to the customer and steering groups as appropriate
- Estimated project costs, timescales and resource requirements in relation to agreed terms of reference
- Administered costs, timescales and resources used and monitoring where these deviate from plan
- Served as a leader for project teams, assigned tasks and adherence to standards
- Performed regular project monitoring, led meetings and managed actions arising from these meetings
- Chairing kick-off calls identifying the key deliverables, issues and risks
- Monitored budget control and forecasting of work
Sutherland Global Services
Team Manager
11.2007 - 12.2015
Job overview
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Managed a Tier2 team in the escalation department, achieving timely and efficient resolution of high-priority cases.
- Enhanced the process and received approval by the client in SGS MFE Virus Removal & MTM queue, resulting in increased productivity and enhanced customer satisfaction
- Drafted process documents and making presentations on new process to the client
- Merit of receiving client appreciations for presenting business proposals and value-adds for increasing customer base, revenue generation and improving the service quality –2012
- Bagged Best Support Award in2011-2012
- Recognised as Best Performer several times and bagged award for the same through SGS & MFE
Education
PSG College of TechnologyIndia
B.Sc. from Computer Science
03-2007
Corley Higher Secondary SchoolIndia
12th
01.2004
St. John’s Matriculation SchoolIndia
10th
01.2002
Skills
- Program Management
- Project Management
- Customer Success Management
- Escalation Management
- Cost Effective Support Strategy
- Stakeholder Management
- Problem-solving
- Strategic planning
- Client Relationship Management
- Team Leadership
- KPI Management
- Process Enhancement
- Service Delivery
- Training & Development
- Operational Excellence
- MS Office Applications - MS Excel and PowerPoint and Internet Applications
AT A GLANCE
- Currently leading multiple product lines and leading a team of425+ Headcounts across various regions
- Multicultural Experience: Australia, New Zealand, APAC, North America, EMEA, Middle East
- Decisive, Strategic & Solution-oriented Leader, served as single point of contact for ISO Audits
Certification
- Six Sigma - Yellow Belt
- DISC Certification
- Lead100 Certified
- OE – Organisational Excellence
- Platinum Coach
Languages
English
Tamil
Malayalam
Timeline
Program Manager – Enterprise Support
Movate Technologies
12.2015 - Current
Team Manager
Sutherland Global Services
11.2007 - 12.2015
PSG College of Technology
B.Sc. from Computer Science
Corley Higher Secondary School
12th
St. John’s Matriculation School
10th
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