Service Sales

KARTHIKEYAN KUPPURAJ

#**, *** * *****, *** B Main, 8th Block,

Phone : +91-974**-*****

Email : ********.***********@*****.*** Koramangala, Bangalore – 560095, KA.

OBJECTIVE

To pursue carrier in Process and Service management with an organization that

provides a professionally competitive environment leading to enhanced opportunities, that

will utilize my skills, knowledge, determination and personality.

KEY SKILLS

A thorough professional with proactive attitude, capable of thinking in and out of the

box, generating new design of solutions and ideas.

Possess excellent interpersonal, interfacing, communication and organizational skills

with proven abilities in team management while being able to clearly articulate the

solution/situation.

Proficient in managing and motivating the Operations teams for running smooth flow

of operations.

Possess extensive experience of developing procedures, service standards &

operational policies for business excellence.

SCHOLASTIC PROFILE

Master of Science in Finance & Computer Applications,

Department of Commerce, Bharathiar University, Coimbatore, TN.

June 2004, ‘B’ Grade (4.14/6.00 CGPA).

Bachelor of Science in Computer Science,

Sengunthar Arts & Science College, Tiruchengode, Periyar University, Salem, TN.

May 2002, I class with Distinction (79.6%).

TECHNICAL PROFILE

WINDOWS (XP, Vista & earlier versions)

Excellent Knowledge in MS Office Applications

Oracle 9i, C, C++, JAVA and FoxPro (2.5, 2.6 & 3.0)

Karthikeyan K. Page No. 1

WORK PROFILE

IonIdea Enterprise Solutions (P) Ltd., Bangalore

• Working as a Project Lead – Migrations & Service Delivery from May 2009.

Job Responsibilities

Migrations & Transitioning:

Managing the whole transition framework & transition risks, and concentrating on

mitigation plans for each Project.

Work closely with the Sales Team and estimating the Effort & Cost of each projects

coming in.

Managing & handling Client communication to understand the requirements and

deploying plans to achieve the goals.

Close the business deal (Signing all contracts/Agreements) and liable for front-end

with the Client on all process related issues including negotiation on SLAs.

Streamlining service systems and developing service quality standards for enhancing

efficiency.

Service Delivery:

Conceptualizing & implementing service plans/policies for the organization, ensuring

accomplishment of business goals to achieve the best Service Level Management.

Explore the potential business avenues, developing new accounts through existing

Clients to meet the pre-set revenue & profitability targets for the Quarter.

Ensure the successful delivery of Projects on time and on accepted cost and

managing the service levels as defined in the SLA.

Monitor the overall functioning of processes, identifying improvement areas and

implementing adequate measures to maximize customer satisfaction level.

Operations Management:

Framing work direction and plan for the resources after thorough assessment of their

capabilities.

Managing 47 FTEs including 4 Team Leads and successfully reduced the idle % by

multi-skilling between 3 different projects (Data Entry, Chemical Compliance & Web

Support).

Assist the Team Leads in maintaining workforce model, raising hiring indents, setting

training timelines and skills requirement.

Evaluating and computing the FTE + Bench ratio on a process-by-process and

conducting Monthly Audits to control Cost.

Implement the suggestions of the reporting manager to improve the Key metrics.

Karthikeyan K. Page No. 2

CompuSystems India (P) Ltd., Bangalore

• Worked as an Executive – Client Relationship from February 2008 to April 2009.

Job Responsibilities

Service Delivery & Transitioning:

Handled the entire Client’s enquiries and established solutions to any issues.

Built rapport with the Clients through the regular contact & proactive approach, and

supported all their business needs.

Coordinated Operations (Ops) to complete the deliveries schedules for the day and

intimated the process information to the Client.

Monitored the Transitioning Team and guided them to handle all the PILOT projects

coming in from Sales.

Took responsibility in preparing the ‘Process Documentation’ for the PILOT projects,

get the approval from the Client and circulate the same to the Ops.

Designed various CRMs based on the process flow with the co-ordination of IT Team

for all PILOT projects.

Drafted and maintained all reports pertaining to day-to-day functionalities for smooth

workflow in handling Clients.

Implemented all the derived action plans with Ops after any updates from Clients.

Maintained a healthy relationship and coordination with all the Support Functions like

HR/Admin, Finance & Training to satisfy all business needs internally.

Operations Management:

Acted as a ‘Project Lead’, managed the entire team activities on floor such as:

Responsible in staffing, scheduling and work allocation for the timely delivery in

•

coordination with the Team Lead.

Quality monitoring (Random Sampling Analysis) especially before the delivery

•

takes place.

Identifying process improvements/enhancements.

•

Performance Management, Monthly Reviews and Appraisals.

•

Attendance, Leave requests and addressing grievances.

•

Attrition analysis.

•

Achievements

Successfully retained all the projects worked on when Contract Renewal took place.

Karthikeyan K. Page No. 3

e4e Business Solutions India (P) Ltd., Bangalore

• Worked as a Technical Support Engineer from January 2006 to February 2008

Job Responsibilities

Handled the issues (Installation, connectivity, Updates, Virus Removal and

Escalations) of the Customers using Symantec Security Products and solved their

issues through Email, Chat or Voice.

Responded the Symantec customers and handled queries from the products like

Norton Internet Security, Norton AntiVirus, Norton AntiSpam and Norton 360.

Took ownership of each incident assigned, and resolved the incident in minimal

threads (SLA).

Handled ‘Call Back Team’, mainly to resolve queries with maximized Resolution Rate

(SLA) to obtain CSAT (SLA) from the Potential Customers of Symantec (especially US

& UK Customers).

Took responsibility for 12 executives who were handled Norton Internet Security

(NIS) as a core product and assisted them in achieving CSAT (Top 4) and Resolution

Rate.

Floor walked a team of 35 TSEs (Pilot Batch) in Chennai Branch and handled all

escalations in Norton Internet Security (NIS) Pool.

Worked with a new Remote Desktop tool (LogMein) and handled all issues with

improved Resolution Rate as well as CSAT.

Worked with the latest CRM technologies like Talisma, Right Now and Support Soft to

interact Customers and involved in CRM Upgrade for Right Now tool to minimize the

practical usage difficulties across the floor.

‘CRM Upgrade’ mainly worked with Incidents Tracking, Report Generation and Queue

Creation for Generic Incidents, etc.,

Achievements

Received the prestigious award Lets Clone You for the successful completion of

‘CRM Upgrade in Right Now’ during the period September to January 2008.

Received Best Customer Satisfaction Award for the month of September 2006 for

93% Top 2 and October 2006 for 90% Top 2.

Planned and successfully implemented CSAT Improvement Plan with 12 Check

Points to develop the major SLA “CSAT” (Customer SATisfaction) for the client.

Karthikeyan K. Page No. 4

Tata McGraw-Hill Book Publishing Co. Ltd., Bangalore

• Worked as an Educational Representative from March 2005 to December 2005

Job Responsibilities

Covered the Science, Engineering and Mathematics (SEM) Institutions of Karnataka

and promoted the valuable titles of TMH in Syllabus Revisions.

Analyzed Computer Science and Psychology division as a special assignment based

on new revenue focus. Sent Reports to the Top Management on a weekly basis about

the Market & Coverage.

Completed all special assignments successfully (Psychology, Commerce and

Coaching Centers Market) to achieve the Regional Sales Target.

PERSONAL PROFILE

Date of Birth & Age : 29-06-1981 & 27

Father’s Name : Mr. M.K.Kuppuraj (Textile Manufacturer)

Languages Known : English, Tamil & Kannada (Mother Tongue)

Passport : F6353783

I hereby declare that the above said informations are true and correct to the best of

my knowledge and nothing has been concealed or distorted.

Karthikeyan K

Place : Bangalore

Karthikeyan K. Page No. 5

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