Abhishek Ramabhadran

Experience

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  Tata Consultancy Services

  Oct 2007 - May 2014

  • Assistant Manager - Transitions

    Jan 2014 - May 2014

  • Team Leader - Customer Care / Subject Matter Expert

    Jan 2011 - Dec 2013

  • Senior Customer Service Associate

    Apr 2009 - Dec 2010

  • Customer Service Associate

    Oct 2007 - Mar 2009
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  Merit Data & Technology India

  Aug 2014 - Dec 2015

  Service Delivery Manager - Market Research and Analysis

  Key Result Areas:• Spearheading execution of different projects with a team of 80 members including 5 Team Leaders• Handling transitioning of a project which includes activities of pre-sales until delivery to the client.• Handling day to day operations and providing solutions to individual/ process related issues• Identifying, recommending and implementing processes to increase productivity and quality of the team • Creating growth path/ succession planning for the process, defining and reviewing KRAs of the Leads while conducting performance appraisals and making recommendations to the Management• Identifying opportunities for change/development in projects and implementing effectively.• Handling analysis of process/projects and effective implementation of changes required.• Organizing an effective positive counseling process to avoid attrition, absenteeism and maintain the team morale along with various fun activities across the teams every month to reduce stress levels• Developing an effective staffing plan to execute a project with Billable equal to actual by calculating the buffer employees inside projects and removing them by providing solutions to the critical issues in the projects • Coaching and mentoring Associates & Team Leads Highlights:• Instrumental in handling for handling process escalations and providing effective solutions while taking client calls, reviewing and regulating SOPs, working on the ISO process and updating CAPA on critical issues• Resolved transition issues with clients to ensure a smooth process while liaising with them to gather an understanding of their expectations and achieve the same post-transition period • Pivotal role as a Business Analyst in gathering requirements from the client and providing the same to the software team for testing and implementation Show less

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  Znack

  Oct 2017 - Apr 2019

  Manager - Customer Support & Operations

  Operations:• Handling day to day operations of the entire product across all locations.• Handling onboarding and deployment of outlets/brands within the stipulated timeframe.• Streamlining the existing process by analyzing the gaps and creating methods to close the gaps.Finance:• Maintaining records for all transactions from operations end on a daily basis (Inwards and Outwards).• Handling payments towards stores/vendors based on sales and purchases.• Conducting internal audits to check if all payments and receipts are as per BAU.Process Re-engineering:• Create a basic structure to process in order to track and execute functions effectively.• Analysing production process flow and identifying Areas of Improvement.• Implementing measures to increase productivity/efficiency within the organization. Show less

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  Pathfinder Global FZCO

  May 2019 - Jun 2020

  Project Manager

  • Key account manager for top shopping malls in India.• Set up of systems, processes & policies for the mall.• Optimizing shopping center revenue & to increase operational efficiencies. Overall revenue management of the mall.• Setting up systems for space & lease management.• Planning & executing loyalty programs for the mall.• Getting customer insights to enhance the customer experience.• Execution of asset & facility management solution at the mall & designing of SOP’s. Handling a team of 40 executives.• Expanding client base across all regions and generating new business Show less

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  Accenture

  May 2021 - now

  Mobilization, Transition Specialist

  \u2022 Creating detailed transition plan in accordance with program objectives\u2022 Managing overall transition program in line with the defined transition methodology\u2022 Recruiting, Hiring, Developing and Managing support resources to deliver program strategies.\u2022 Establishing effective relationship and engaging with key stakeholders to ensure aligned, consistent delivery\u2022 Driving and leading governance cadences\u2022 Monitoring and governing overall progress against the defined plan\u2022 Co-ordinate initial review of business systems, administration, resources, procedures and methods to improve operational and cost effectiveness before handing over the project.\u2022 Risk Management in the execution of all testing, training and change management activities\u2022 To have ownership of transition solution, working extensively with different teams and managing changes in a controlled manner from design to operations.\u2022 Managing delivery expectation and timely response in all engagements\u2022 Managing contractual deliverables\u2022 Reporting transition progress at defined intervals to senior executives and stakeholders\u2022 Managing and motivating the team for expected level of performance and delivering quality\u2022 Managing transition checkpoints as per schedule including effective handover to operations team\u2022 Logging, tracking and following up open issues to resolution including confirming task owner and establishing target dates.\u2022 Documenting and sharing project learnings for continuous improvement\u2022 Acting as the Go-To person for service transition expertise. Show less