Gerry Thomas

Cell: 98862-03396
Bangalore, India

Career Objective: To excel in the corporate world with my good technical and
communication skills. Highly accomplished and motivated professional experience in the IT
industry. Inculcating the art of rapport-building, problem solving, dealing with ambiguity
and people management. Posses good communication and writing skills with substantial
experience in managerial capacity providing highest level of service while consistently
cutting over-head costs.

Educational Qualification:

● Pre-University (+2) in St. Mary's College.

● B.C.A in St. George College.
● PGDBA ,St Joseph's College
● Microsoft Certified Systems Administrator (MCSA).
● Oracle Certified Professional(OCP) 9i
● ITIL V3 CERTIFICATION(exam taken in dec 2010)

Professional Experience:
● Currently Working as Manager on Duty
SAP LABS INDIA (Bangalore)
Active Global Support
Duration: 4th May 2007 – till date

Responsibilities

● Provide responsive business support to customers.

● Act as single point of contact for customer base, escalating complex business issues
to in region account executives.
● Responsible for customer satisfaction by providing world class support.
● Taking care of efficiency and effectiveness of SAP’s Support processes
● Analysis & monitoring of critical customer situations
● Monitor and enable SLA fulfillment on all support levels
● Processing of complaints and requests concerning customer messages
● Coordinate/prioritize processing of critical customer messages
● Close cooperation with Product Support and Development
● Professional, proactive communication with SAP customers & colleagues
● Correct management of the expectations of SAP customers & colleagues
● Project work in the course of new Support processes Strong abilities and proven
success in prospecting, lead qualification .
● Work in fast-paced environment with minimum supervision, handle multiple tasks
simultaneously and meet deadlines
● Responsible for ensuring smooth GO –LIVE of Fortune 500 customers by monitoring
all messages logged. Escalate problems/issues within the install base of customers
and named accounts.
● Drive customer efficiencies via 24/7 contacts, admin users, e-mail advisories, and
control groups
● Assist customers with business inquiries or challenges thereby contributing to overall
account relationship growth and providing a consistent customer experience
● Ensuring that proactive follow up is made with the KEY ACCOUNT SUPPORT &
TECHNICAL ACCOUNT SUPPORT on critical issues.
● Providing feedback, presentations to departments& Account Executives on better
handling of Escalations
● Worked as Case manager (Escalation specialist (A5))
Dell International Services Pvt Ltd – Bangalore.
US Consumer care (X.P.S QUE)
Duration: April 4th, 2005 – May 4th 2007.

1. Responsibilities:
Joined as A3 grade as a front line agent in US consumer care.
Answer and handle customer inquiries, complaints and 1st level escalations from
customers for their customer care related concern.
Handling Sales for Enterprise Support Customers
Driving team metric in terms of productivity such as CRW & schedule adherence
To manage enquiries and escalation cases on the phone and from mailboxes.
Drive for First Call Resolution for any customer complaints within specified time frame.
Responsible for setting realistic customer expectations, and meeting or exceeding
these expectations.
Work closely with other departments to drive resolutions, and improve internal
processes. Achieving 100% target for quality and production.
As additional interest and responsible for the performance of a group in the team
regarding Quality, Productivity, and Customer Satisfaction. Handling Quality by means of
Floor Walking.
Worked as mentor for 2 months for TQ team (Transition Queue) for the new front
line agent.

Achievements
SAP
● Promoted to MOD.
● Part of Organizing committee for SAP- AGS Annual event (2010).
● Top performer for team (07-08).
Dell

Achieved “The Best Performer Certificate” for the Q3 (Aug - Oct 2005) and April
2006.
Certificate of Achievement for being the ‘Topper’
Received Appreciation Letter from client for being dedicated and providing ‘The Best
Customer Service’.
Received exceptional rating.
Chosen for the role of case manager.

KEY SKILLS:
● Strong organizational skill and ability to multitask
● Embrace and exhibit a customer-oriented attitude
● Enjoys problem solving and suggesting solutions
● Ability to thrive in high activity, dynamic environment.
● Enthusiastic, highly self-motivated, creative, and demonstrates a strong work ethic
● Good organizational and interpersonal skills.
● Good telephone etiquette skills & Data Analysis, Developing Direct Reports.
● A team player capable of forming productive working relationships at all levels.
● Strong awareness of Quality, Environment and Safety issues
● Leadership Qualities.

COMPUTER SKILLS:

Operating Systems : Windows 7, vista XP Professional & business.

Applications : Office, MS Word, Excel and PowerPoint.
Languages : C, C++, JAVA,SQL
Personal Profile:

Name : Gerry Thomas

Date of Birth : 1st march, 1982
Nationality/Religion : Indian/Christian
Marital Status : Single
Address : No. 540/8 AR Layout
Bangalore – 560 041

Place: Bangalore
Date:

[Gerry Thomas]