Customer Service

Resume

Hariprasad Sivapuram Contact: 998-***-****

E- mail: *********.****@*****.***

Career Objective:

To put forth the best of my abilities towards the organization, where my Creative, technical and analytical skills can not only be utilized, but also be refined and sharpened through practical applications. Scaling new heights of success with hard work & dedication and leaving a mark of excellence on each step, targeting assignments in Operations Management/Project Management/ Risk Management with an organization of repute.

Profile Summary:

A competent professional with rich experience in running successful process operations & experience of developing procedures, service standards for business excellence

Experience in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations

Skilled in mapping business requirements and coordinating in developing and implementing processes in line with the preset guidelines; spearheading process transition initiatives

Merit of acting as an escalation gate to resolve critical issues of the team members

Managed project operations with key focus on defining Service Level Agreements (SLA’s), Standard Operating Procedures (SOPs)

Coordinated with seniors for providing inputs for process control & ensuring end-to-end complaint resolution; initiating and sustaining efforts for bettering Customer Satisfaction through regular relationship calls, identifying & conducting consultation sessions for customers

Awarded with “WAH”,” Spotlight”, “Unicorn”, “OPEL” & “Long Standing Award” in Production & Quality Team for best performer

Received awards and vouchers in Operations & Quality Team for highest performance, quality, error tracking and team support

Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores

Professional Experience:

Sutherland Healthcare Services, Hyderabad as Project Coordinator Professional Implementation, May’19-July’20

Consulted with business community to identify client needs and develop business solutions to improve customer service. Managed end-to-end delivery of IT services (product lifecycle management, end user support, coach and mentor delivery team, and incident/risk management). Liaison to end users and stakeholders for business issues to ensure quality of services and support. Successfully delivered $1M client technology refresh project, on-time/on-budget by leading cross-functional team utilizing project management best practices. Analysed metrics for service requests and incidents to identify problem trends and adjusted training/support of technical staff accordingly, meeting 100% of service level agreement (SLA) compliance. Performed system testing on bundled software release builds, wireless network connectivity, and printer/plotter upgrades for implementation and quality assurance. Improved the development of support staff with cross-training, which increased productivity by 17% and reduced staffing budget by 9%

Key Result Areas:

Managing the complete projects received from sales team, communicating with client and project management team regarding the services and products offered

Identifying opportunities to up-sell services and communicating customer needs to the appropriate team

Explaining about each product which are a part of the contract

Assigning a trainer and schedule training sessions to client by managing the quality of work and training's given to the client by the assigned project trainers and team

Administering and allocating the work given to the trainer according to the schedule

Allocating a resource if the client requires more support and training by scheduling meetings and sessions

Working on the generating revenue for the year by working on the projects; updating the required documents and preparing reports on the projects assigned and timely submitting the same to the management

Coordinating between the client, trainer and project team to work on the project within the promised time frame

Taking leadership on all the projects assigned to have a better transition to support.

Assessing client needs and developed plans to adequately address current and future objectives

Recommending new products to clients and maintained solutions-oriented problem-solving for long-term client relationships

Addressing and resolving customer complaints or issues to ensure satisfaction of service provided

Fostering customer trust by addressing concerns and needs using targeted problem-solving

Previous Experience:

Cognizant Technology Solutions, Bangalore as a Process Specialist Dec’12-Sep’18

Job Description: Financial reporting and report presentation, data compilation and analysis with financial software and programs for the Banking project and Healthcare project.

Key Result Areas:

Managing all aspects of business operations of a Banking Project and Healthcare project.

Participating in the recruitment and staff selection process.

Planning and coordinating project work with the team.

Preparing budgets and inventories.

Overseeing the supervision of employees and helping in Secure Interface Testing for the tools which are used by the team.

Ensuring that staff are always smart and professional in their appearance when working.

Ensuring that each team member operates in compliance with all legal requirements of the company.

Keeping abreast of emerging technology changes and innovations.

Conducting annual performance reviews of all staff.

Maintaining a clean, professional and safe working environment.

Keeping an eye on the operational budget.

Infinite Computer Solutions as a Sr CSR, Bangalore Apr’11-Dec’12

Key Result Areas:

I was one of the Top performers on the entire process. I have been recognized for my excellent Technical

knowledge and customer handling skills. The job profile includes trouble shooting the issues like, virus issues,

antivirus installation, any drivers issues of printers, software installation problems, and etc, For my exceptional

performance, I have been rewarded with many certificates.

Entrepreneurial Experience

Helping hand to my father in own business (Grocery shop) Aug’07-Apr’11

Educational Qualification:

B.Tech. (I.C.E.) from SAFA Engg. College, JNT University in 2007

IT Skills:

Operating Systems: Win 98, 2000 & XP

MS Office (Word, Excel & PowerPoint)

Hardware & Networking

Installation and Maintenance of Desktop & Laptop

Key Skills:

Operations Management

Process Management

Quality Management

Project Development and Lifecycle Management

SOP / SLA Management

Training Need Analysis

Forecasting Volumes & Managing bandwidth

Stakeholder Management

Customer Relationship Management

Team Management

Personal Profile:

Date of Birth: 24th April 1984

Languages Known: English and Hindi

Permanent Address: H. No.: 3-14, Near Osmania College Road, Kurnool – 518001, Andhra Pradesh

Present Address: #LIG-17(4-9-17), First Floor, Huda Colony, Attapur, Hyderabad, Telangana-500064

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