Gulrukh G.
Senior ITES Client Account Management Specialist
Open to offersNew to PlatformAbout
Gulrukh G. is an accomplished Customer Success and Service Delivery professional with over 20 years of experience in the ITES industry. She has held senior roles such as Client Account Management Specialist at NaviSite (part of Accenture), where she managed enterprise client portfolios and served as the primary escalation contact, ensuring seamless onboarding and a 95%+ satisfaction rate. Gulrukh drove a 10% increase in customer retention and supported adoption of technology solutions by leveraging CRM, analytics, and cloud technologies (AWS, Azure). Her leadership extends to prior roles at Convergys and Dell International Services, where she led high-performing technical support teams, improved process efficiency, and implemented performance monitoring frameworks. Certified in ITIL, CCSM, and Generative AI, she has consistently been recognized for service excellence and productivity in technology-driven environments.
Experience
Client Account Management Specialist
NaviSite part of Accenture · 2018 — PresentOversaw an enterprise client portfolio, facilitating onboarding and integration of ITES solutions. Served as the main point of escalation, addressing issues swiftly to uphold satisfaction rates above 95%. Collaborated with product and technical teams to create customized solutions that enhanced client retention by 10%. Conducted quarterly business reviews to ensure alignment between client objectives and service delivery. Provided mentorship to junior team members to promote a culture of excellence in customer success.Operations Team Manager
Convergys · 2015 — 2017Directed technical support teams to meet productivity and customer experience benchmarks. Set clear team objectives and cultivated a high-performance atmosphere while leveraging technology for increased efficiency. Supervised team performance and facilitated skills development while promoting open lines of communication.Client Support Specialist
Dell International Services · 2006 — 2014Advanced to Technical Support Supervisor, leading and training a group of over 15 technical support representatives. Developed and implemented training programs that enhanced technical proficiency and customer interaction skills, contributing to improved first-call resolution rates. Created a customer-centric culture that ensured clients received high service levels while motivating employees to excel. Established frameworks for performance monitoring and coaching, leading to observable gains in team productivity and customer satisfaction metrics.
Skills & Expertise
Education
- Diploma in Electronics EngineeringAligarh Muslim University · — — 1990
- Class XIIWomen’s College Aligarh
- Class XICSE Board Missionary School, Kolkata
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