Project Management

Damodhar Naidu

Email: *************@*****.***

Handheld# +91-988*******

Summary

I am a thorough professional who can see the big picture and concurrently focus on minute details to contribute in the success of

the organization. Areas of strength include strong people management and business background that helps in effectively proposing

solutions, managing cross-functional team as well as developing a robust relationship at every level.

Experience

Cybage Software Pvt. Ltd.

Title : Team Leader Customer Support

Duration : 14th June’10 to till date. (4 years and 6 months)

Current Project :

As a Team Leader I have performed a wide range of duties in planning, staffing, implementing, controlling and evaluation of

projects.

Current project roles and responsibilities:

• Provide support to multiple SaaS applications, data harvesting, product support and end- user support.

• Create a detailed work plan which identifies the activities needed to successfully complete the task to ensure timely deliverables

and determine the resources.

• Advising and training client on proper procedures in order to maintain quality deliverables

• Review the task/work packages with mid-management and all other staff that will be affected by the project activities.

• Manage project staff and/or volunteers according to the established policies and practices of the organization

• Develop a schedule for task completion that effectively allocates the resources to the activities

• Define the opportunity of the project in collaboration with mid management

• Determine the objectives and measures upon which the project will be evaluated at its completion

• In consultation with the appropriate manager, recruit, interview and select staff and/or volunteers with appropriate skills for the

project activities

• Ensure that personnel files are properly maintained and kept confidential

• Execute the project according to the “Statement of Work”

• Develop records to document project activities

• Set up files to ensure that all project information is appropriately documented and secured

• Write reports on the project for management.

• Ensure that all records for the project are up to date

• Prepare Weekly, Monthly & Quarterly reports and supporting documentation for management and for funders

• Ensure that the project deliverables are on time with required level of quality

• Evaluate the outcomes of the process as established during the planning phase

• Conduct Peer to Peer audits for training needs analysis.

• Performance evaluation for each team member and carry out appraisals meetings every 6 months for each team member

E-Dictate IT Solutions Pvt. Ltd. (Subsidiary of E-dictate LLC, USA)

Title : Customer Support / Business Development Officer.

: 2nd March’09 to 10th May 2010 (1 Year and 2 Months)

Duration

Responsibility :

• Handling queries for existing customers

• Handled seamless transition of Secure-Scribe web based application per HIPAA guidelines for all E-Dictate clients.

• Trained 1500+ clients in all regions of USA on secure web application

• Responsible to provide first time resolution for queries raised by different departments in the organization and by Clients related

to service and reports.

• Played a role of a negotiator between vendors based in US and E-dictate top management

• Generating leads on need basis for cold calling to get new clients and up selling of VAS to existing clients.

• Competitor Analysis to understand and serve better in market.

• Tracking all activities of Customer Support Department and review performance of the team.

• Developing and rolling training plan for trainees to increase first line resolution and meet set targets.

• Follow up on delinquent accounts per FDCPA rules and regulations

• Handling continues improvement projects for the organization to get better C-SAT and revenue

• Managed harvesting, auditing and cleansing of salesforce data for organization.

IBM Daksh Pvt. Ltd.

Title : Transition Lead Quality

Duration : 6th Dec 2006 to 30th Nov 08 (1 Year and 11 Months)

Responsibility :

• Lead all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying

processes.

• Handled Client Meetings, as a master calibrator analyzed End-user surveys for all LOB's of Orange home UK

• Prepared MRM, WRM review reports and handled meetings for the same.

• Good Auditing skills, handled a team size of 40 agents of wireless & talk technical support LOB

• Responsible for Bottom quartile trainings, shift briefings for process.

• Handled and trained advisors for Apple Mac technical calls.

• Trained Advisors and SME for semi-technical process & soft skills, Engaged in recreation of training analysis.

• Regularly interacting with the advisors & superiors for a better understanding of expectations as well as opportunities to make

sure as teams are meeting operational efficiency.

• Develop & motivate advisors with personal development planning & performance counseling.

• One – on – One & coaching sessions with advisors in order to improve performance & quality.

• Review Quality parameters and make changes whenever necessary in consultation with Operations

• Defining the quality parameters to the agents and QA’s and defining the scope of improvisation

• Coaching, mentoring and training the team on process and soft skills

• Develop and implement quality training and improvement programs aligned with the requirements of Client.

Achievements:

• First Quality Ideal on the production floor.

• Promoted to QA Lead from CCS with in a span of 1 year

• Recognized by client as one of the best QA’s across all the sites

• Worked as master calibrator for the process as I was nominated by clients for the role.

• Handled transition of Quality metrics for Orange home UK process (Pune)

Education

Bachelor of Business Administration from Periyar University, Salem.

HSC from Bhartiya Shiksha Parishad

Certifications

ITIL Foundation Certified

BQT Certified from IBM Daksh

Professional Skills

Project Management

Client Management

People Management

Team Management

Personal Information

Date of Birth : 16th December 1980

Marital Status : Married

Languages Proficiency : English, Hindi, Marathi, Tamil & Telugu.

Place : Pune

(DAMODHAR NAIDU)

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