Ranjith Kumar

Experience

• 

  Sitel Group

  Jul 2007 - Mar 2010

  Technical Support Executive

   Provided Online support to customers for Network Configuration, Installation, Fault analysis, troubleshooting of different wireless and non-wireless Lexmark products and related queries. Handles call escalations.

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  HP

  May 2010 - Jun 2016

   Responsible for end to end escalation management across all lines of business for Singapore business segments. Maintain constant efforts by engaging with the customer till the final resolution, to drive on significant improve in Service Net Promoter Scores. Responsible for taking reactive and proactive measures if there is any spike issues on a specific models and work with SG service center, product specialist, 2LS and marketing team and help with recommendations for customers to ensure issue is rectified and to maximize business results. Gather, analyze, prepare, summarize and help with recommendations for customers on current IT requirements Co-ordination with the respective teams on the entire requirement and sending final proposals to customers and follow up until closure. To analyze and do root cause analysis of critical escalations which have reached Leadership(CEO/MD/Other Leadership People) and review the same with Partner and Country Team for quick closure up to client’s satisfaction. Coordinating with sourcing team, Ensuring demand is fulfilled as planned and timely. Assessing client requirements and providing them with appropriate solution on a timely manner. Keep the key internal leaders and other stakeholders apprised of the escalations status. Manage teams of cross-functional technical and non-technical resources to produce robust solutions for escalated customers/clients/retails store partners and other business partners. Ensure that escalated cases are properly prioritized within the support teams, service vendors, and have all the required resources and focus applied in order to make rapid progress towards resolution. Ensure compliance to corporate regulations and internal controls/ audits. Show less • Providing Software and Hardware Support for business customers on HP laser jet printing solutions. • Handles end to end incident tickets for Nokia global account.• Coordinating with site contact to understand current issues and customer requirements.• Working with HP onsite partners in the UK to arrange for an onsite service when required.• Working with the supply chain in order to source the parts from various locations in case of parts unavailability. • Handling escalations by working closely with the customer relations team and field operations team. Show less

  • Escalation Manager/Customer Relationship Manager

    May 2015 - Jun 2016

  • Incident Management/Senior Technical support consultant

    May 2010 - Apr 2015
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  IBM

  Jul 2016 - Apr 2020

  Service Delivery Specialist
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  HCLTech

  Apr 2020 - now

  • SIAM Consultant

    Nov 2022 - now

  • SIAM Associate Consultant

    Apr 2020 - Nov 2022