Customer Service Management
Resume:
Ramkumar Rengarajan
** *** **********, **** ********, Belgium
acao0m@r.postjobfree.com
CURRICULUM VITAE
More than 6 years’ of successful experience in service
Profile
•
management environment of a leading Pharma company with
recognized strengths in team handling, requirements gathering
and managing operational activities.
1. Ability to translate technical requirements and specifications
into easily understandable business concepts and vice versa.
2. Customer Single Point of contact for Application
Management subjects.
3. End to End Responsibility on all aspects of the service
(incidents, problems, changes, release, capacity and
performance).
4. Evaluate Service team risks, identify and execute risk
mitigation actions
5. Ability to train, motivate and supervise team members.
6. Experience in leading a service transition from previous
vendor.
7. Ability to influence people on different levels and to build a
strong working relationship with peers outside of the
department.
8. Technical Knowledge :
Advanced Oracle SQL,PL/SQL, Unix Shell Scripting
Intermediate – Siebel CRM, Informatica and ERStudio(Data
Modelling tool)
ITIL V3.0
Synopsis of
•
Six Sigma yellow belt certified by HCL Technologies
•
Achievements and
HCL Pharmaceutical Regulatory Affairs Certification [HPRAC]
•
program
Certifications
Led the implementation of ITIL based service support and
•
service delivery process for a team of 24.
1. Successfully completed transition of a Pharma CRM
application from previous vendor to HCL.
2. Awarded “O2 League of the extraordinary” and 2 times
“Live Wire” for outstanding performance in HCL
Technologies.
HCL Technologies Ltd, Brussels, Belgium 2007 –
Employment
Present
Project Leader
• Leading a team of 8 members for a Pharma CRM
application from onsite and responsible for the entire
application.
• Involved in gathering requirements from clients and
develop work plans and staffing requirements.
• Providing regular, direct and action able feedback
and ensuring the continuing development and
learning of junior people on the team.
• Working closely with Incident management, Problem
Management and Change Management teams.
• Providing consolidated report to Management on the
status of the project.
1. Working with various stakeholders (L1 team,
L3 team, Interface teams, Business and other
technical teams) for issue identification and
resolution.
2. Ensuring the customer service levels are met .
Technologies Involved:
• Siebel CRM
• Oracle 10g and 11i
• UNIX Shell Scripting
• OBIEE
• Informatica
Anna University, Chennai, India 2007
Education
Master of Science in Software Engineering
Date of Birth : 09 Sep 1984
Personal Profile
Nationality : Indian
Marital Status : Married
Languages : English
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