Summary
Overview
Work History
Education
Skills
Certification
References
Sponsorship
Languages
Accomplishments
Timeline
Generic

Anthony Raj

Melbourne,Australia

Summary

Results-driven Manager with extensive experience in overseeing enterprise initiatives and leading cross-functional teams. Demonstrates expertise in strategic planning and customer relationship management, successfully implementing technical solutions that enhance operational efficiency. Proven track record of achieving project goals while ensuring high customer satisfaction and compliance with quality standards. Key skills include ServiceNow administration, Salesforce reporting, Azure fundamentals, and CCNA concepts.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Sr. Customer Relationship Manager

First source Australia
Melbourne, Victoria
01.2025 - Current
  • Resolving customer complaints and issues, ensuring customer satisfaction and provide payment assistance and billing extension for users experiencing financial hardship
  • Leveraged platforms like Salesforce and ServiceNow for customer support.
  • Achieved complete SLA adherence with consistent response time metrics.
  • Utilized SaaS tools to analyze customer feedback, boosting satisfaction scores by 25%.

Duty Manager

ChargePoint
Banglore, India
08.2023 - 12.2024
  • Streamlined escalation handling, resulting in a 20% decrease in resolution time.
  • Developed a proactive risk mitigation plan with Azure fundamentals, achieving a 15% reduction in escalated issues.
  • Facilitated scrum calls for ServiceNow implementation utilizing agile methodology.
  • Enabled reseller partners through strategic distribution of sales, marketing, and technical support.

Project Manager

Movate, formerly CSS Corp
Chennai, India
02.2012 - 08.2023
  • Directed enterprise-level support projects for Aruba networking products, spearheading a team of L2 and L3 technicians across various time zones.
  • Enhanced outcomes by redesigning user experience and business processes.
  • Conducted root cause analysis of issues, delivering targeted feedback and training to team members.
  • Enhanced revenue growth by 30%, managing sales of premium support contracts to SMB and SOHO clients with the aid of ServiceNow administration tools.
  • Utilized Azure fundamentals for enhanced cloud-based monitoring and reporting.

Onsite Engineer

Movate, formerly CSS Corp
California, USA
12.2016 - 03.2017
  • Created detailed knowledge base articles to lower support escalations by 15%.
  • Reduced resolution time of technical issues , as tracked through ticketing system data.
  • Executed manual testing on new product releases.
  • Led weekly knowledge-sharing sessions, elevating team expertise by 25% as measured through internal assessments.
  • Engaged with L2 teams to address recurring issues, ensuring compliance with quality benchmarks.

Education

Bachelor of Science - Chemistry

Loyola College
India
01.2009

Skills

  • Project Coordination
  • Strategic Development
  • Customer Engagement Strategy
  • Proficient in ServiceNow Management
  • Data Interpretation
  • Agile Framework Implementation
  • Proficient in CRM Systems
  • Sales Enhancement Strategies
  • Staff training and development
  • Database Systems Oversight
  • Vendor Coordination Expertise
  • Routing and Switching Expertise

Certification

  • Certified Scrum Master (CSM)
  • Project Management Professional (PMP)
  • Azure Fundamentals
  • Certified System Administrator - ServiceNow
  • ITIL V3 Certified

References

Available upon request

Sponsorship

I do not require any sponsorship looking for the right opportunity and I have full working rights.

Languages

English
Full Professional

Accomplishments

• Awarded with the CTAS Performers Award for consistently achieving outstanding results and demonstrating strong leadership as a Project Manager for three consecutive quarters.

• Received STAR Performer Award for the financial year, recognizing exceptional performance in managing and delivering projects on time and within budget.

• Recognized with the Debut Team Leader Award from Aruba in 2019 for successfully leading and motivating Cross functional teams to achieve project milestones and objectives.

• CAT Award for carrier excellence, highlighting effective project management skills and dedication to ensuring project success and client satisfaction.

• Named Best Tech Lead in ETAS, showcasing expertise in leveraging technology to drive project efficiencies and deliver high-quality outcomes.

Timeline

Sr. Customer Relationship Manager

First source Australia
01.2025 - Current

Duty Manager

ChargePoint
08.2023 - 12.2024

Onsite Engineer

Movate, formerly CSS Corp
12.2016 - 03.2017

Project Manager

Movate, formerly CSS Corp
02.2012 - 08.2023

Bachelor of Science - Chemistry

Loyola College

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Anthony Raj