Profile Summary

Six Sigma Black Belt Certified with over 21 years of rich experience and 6 years of entrepreneurial experience in developing & executing operational strategies to accomplish revenue goals in BPO industry across geographies.

Decisive, strategic and performance-driven professional with experience of delivering transformational change in Shared Service /BPO Operations; established multi-site operations from grounds-up, built capabilities and set-up governance structure, service delivery strategy, operation readiness and enhanced internal controls in the organization.

Experienced in Vendor Management / Procurement for IT Services and Products; Have Managed all stages from RFP to Service Delivery.

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

Hands-on experience in formulating service budgets, forecasts & operational plans and implementing cost-saving measures while maintaining the profitability; design & implementation of DR / BCP

Proven success in setting up service management processes involving evaluation & improvement of the service centres on a continuing basis; increasing productivity of service and service sales force

Successfully increased Cambridge Bizserve, the BPO business of Cambridge Technology Enterprise Limited from 30 FTEs to 350 FTEs

Achieved savings of USD 200,000 on an outsourcing spend of USD 4.7Mn in 2010 and savings of USD 260,000 on an outsourcing spend of USD 5.9 Mn in 2011 at Tyco Fire Protection Products, Bangalore

Consistent top performer with skills in building high performing teams that excel in delivering business value with high morale & low attrition; recruiting, leading, training and monitoring the team members for maintaining excellence in the service operations

A result-oriented individual with strong analytical, communication, interpersonal and organizational skills with proven capability to create a culture of learning

Employment Details

Key Result Areas

Headed the largest team size of 1200 people; monitored the performance of team members to ensure efficiency in

operations and meeting of individual & group targets.

Developed & implemented strategies to strengthen service, contact centre operations for customers and ensured

adherence to the committed SLA

Formulated service policies and procedures to ensure best in class service support to the customers

Conducted detailed analysis of customer complaints and provided Root Cause Analysis (RCA) and Glide Paths for analysing the drop downs in the function/project

Developed & executed effective plans, including P&L structures designed to assure achievement of profit objectives

Planned budgets ensuring optimum utilization of materials and maximum cost savings

Evaluated efficiency of business procedures according to organizational objectives and applied improvements

Set-up in-house quality standards for various operational areas, ensuring a high-quality customer experience while

adhering to the SLAs for their services

Highlights:

At RealPage India Private Limited, Hyderabad

oHeaded Service Delivery across different product lines

oEstablished from the scratch Shared Service Team across different groups consisting of 320

At Cambridge Technology Enterprise Ltd., Chennai/Hyderabad

oAchieved $1.5 million-dollar revenue in year ending 2016

oSet up 2 new branches from scratch in Chennai & Philippines in 2016 and 2017

At Azur Infotech, Hyderabad as Vice President

oActed as In-charge of IT Procurement, IT Help Desk & Travel Desk; completed set-up of new branch in Hyderabad in a short time frame.

At Tyco Fire Protection Products, Bangalore

oManaged relationship between Business Process Owners & Delivery Managers across different geographies

oManaged Vendors and Procurement process.

oLed, managed and motivated a team of 90 IT Engineers and 9 Mechanical Engineers

oDeveloped Shared Service Support model for SAP support for 2 divisions of Tyco

oCompleted various implementation projects in applications / ERP like BI, MS, JDE and SAP

oSet up the Value Engineering Team of 12 personal through BOT(Build-Operate-Transition) model in collaboration with Outsourcing Services Vendors

Previous Experience

Entrepreneurial Experience

Education

B.Sc. in Computer Science from University of Madras.

Certification :

Six Sigma Black Belt Course Completion

Lean Management

Personal Details

Date of Birth: 19th December 1970

Languages Known: English, Tamil and Hindi

Address: Flat no. 501, Urban Haven, Golden Habitat, Gachibowli, Hyderabad, PIN 500081.

Radha Raghupathy

BPO Operations Vendor Management Shared Service Management

Result-oriented professional with expertise in running successful method-oriented operations &taking initiatives for business excellence through process improvement, targeting assignments with a reputed organisation.

E – Mail : adhkia@r.postjobfree.com; Mobile : +9-709*******

E

Mar’18 to Feb’19 with RealPage India Private Limited, Hyderabad Director – BPM

May’15 to Jan’ 18 with Cambridge Technology Enterprise Ltd., Chennai/Hyderabad as Director – BPO

Apr’14 to Apr’15 with Azur Infotech, Hyderabad as Vice President – Vendor Management

Jan’10 to Feb’14 with Tyco Fire Protection Products, Bangalore as Director – Global Service Delivery

Jun’07 to Jan’10 with HD Supply Inc., Chennai/Bangalore as Senior Manager – Multi Sourcing

Jan’07 to Jun’07 with Home Depot, Chennai/Manila as BPO Manager

May’05 to Jan’07 with Optimus Outsourcing Company Ltd., Chennai as Manager – Operations

Aug’98 to May’99 with AskMe Information Services, Chennai as Branch Manager

May’95 to Dec’97 with RPG Paging Services Limited, Chennai as Teledesk In-charge

Dec’93 to Mar’95 with Integrated Finance Services Limited, Chennai as Customer Service Executive

Feb’92 to Dec’93 with Citibank - Unicard Marketing Pvt. Ltd., Chennai

Growth Path

Joined as Telesales executive and promoted to Team Lead - Tele Sales selling Credit Cards

Jul’99 to Apr’05 with Aran Associates Pvt. Ltd., Chennai/Coimbatore as Managing Director.

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