Pradeep Kumar Ponpulavil

Experience

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  Zeus Corporate Services

  Jul 2002 - Nov 2005

  Accounts Assistant

  • Handling payrolls for around 350 employees.• Billing & Invoicing clients.• Maintenance of other accounts of the company.

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  IBM Global Process Services

  Feb 2006 - Dec 2006

  Customer Support Executive

  KEY DELIVERABLES• Inbound and Outbound support for Bank Lloyds TSB, Collections Department• Provide service over phones to Bank Customers and assisting them to come out of their Bank Debts and to assist them to move their accounts out of collections.• Assisting customers in their Financial Matters, providing easy payment plans and guiding them to the right debt agencies to control their finances.• Assisting clients in clearing their debts, collecting outstanding amount on credit cards, calculating their income and expenditures and to place them on payment plans, as per UK regulations. Show less

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  JP Morgan Chase

  Jan 2007 - Mar 2010

  Service Desk Lead

  JP Morgan Chase is one of the oldest financial institutions in the United States with a history dating back over 200 years. It is a leading global financial services firm serving millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients. They are leaders in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity.KEY DELIVERABLES• Supervise the team and manage their day to day activities by monitoring their schedule and adherence.• Provide technical assistance to the team and help them manage and measure the performance (quality, productivity and efficiency)• Conduct trainings and refreshers to keep the team updated about the process and technological changes across the firm.• Provide real time response to technical and other queries.• Groom tenured team members by having them gain the visibility and identify their strengths and weaknesses and to show them their opportunities to move up the ladder.• Work with different resolvers across different Line of Businesses and continuously update the knowledge base to make it more efficient and robust and to ensure that it is easily accessible and available for the team and to the business.• Have One to Ones and provide feedbacks on a timely manner and coach them as and when required.• Publish daily, weekly and monthly reports to the team and measure their performance.• Prepare trend reports and prepare an action plan for the bottom quartiles.• Actively participate in Disaster Recovery testing and priority conferences.• Analysing call volumes. Show less

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  Infinite Computer Solutions

  Sept 2010 - Apr 2011

  Team Lead

  Infinite offers consulting and information technology services to companies in the BFSI, Telecom, Media & Content, Energy & Utilities, and Healthcare fields. Its services include IT Infrastructure Management Services, Application Management Services, Mobility & Messaging, and Product Engineering.KEY DELIVERABLES• Operations & Service Delivery• People Management• Daily, Weekly and Monthly Dashboards• Quality Assurance• Periodic performance reviews with team members• Documented 1:1 discussions• Publish daily, weekly and monthly reports to the team and measure their performance.• Preparing trend reports, learning and action plan for the bottom quartiles.• Help team in up selling the subscription. Show less

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  AT&T

  May 2011 - Sept 2013

  Lead - Hosting & Application Services

  AT&T Inc. is an American multinational telecommunications corporation headquartered in Dallas, Texas, United States. The company is known for its revolutionary smartphones to next-generation TV services and sophisticated solutions for multi-national businesses.KEY DELIVERABLES• Operations & Service Delivery for Integrated Service Desk (eCRM, Business Apps & Managed Hosting)• People Management• Preparing daily workloads for staff & coordinating the daily allocation of work• Driving productivity and Customer Satisfaction at a process level• Quality Assurance• Process Development / Re-engineering with focus on method and Quality of Delivery• Weekly and Monthly Dashboards• Publish weekly and monthly reports to the team and measure their performance.• Periodic performance reviews with team members• Performance Review: Mid-Year and Annual• Documented 1:1 discussions• Learning and Development plan for the team• Mentoring and Coaching• Knowledge Management• MIS & Reporting to Senior Management• Recruitment of associatesI played a very vital role during the initial transition phase of the project (eCRM) piloting and defining the new process, procedures and also in identifying the needs for any additional training for the engineers successfully. Show less

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  Aconex (Acquired by Oracle)

  Jan 2014 - Sept 2018

  Service Desk Team Leader

  Aconex Limited (ASX: ACX) is a listed public Australian company providing mobile and web-based collaboration technologies for project information and process management (also sometimes described as project management or project extranet systems), on a software as a service (SaaS) basis, to clients in the construction, infrastructure, power, mining, and oil and gas sectors. With more than 50,000 user organizations globally, Aconex provides the most widely used cloud-based, multi-company project collaboration solutions for construction and engineeringRESPONSIBILITIES:• Manage Service Desk Operations based out of Bangalore• Build and maintain relationships with key clients• Pro-actively provide input into customer service strategy, procedures and direction• Work closely with the Client Services and Sales team to promote teamwork and collaboration• Acquire understanding of industry processes in order to provide best practice advice to clients• Acquire comprehensive knowledge of the Aconex system• Decision making - Identifying issues and opportunities, taking action consistent with available data and anticipating likely outcomes• Conflict management• Performance management• Process reengineering Show less

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  Oracle

  Sept 2018 - now

  Manager, Customer Support

  As part of Oracle acquisition of Aconex, I've joined the Construction & Engineering Global Industries Unit (CEGIU) and manage the Support team based out of India.RESPONSIBILITIES:• Oversee support operations based in India and provide extended assistance to global support teams• Build and maintain relationships with key clients• Pro-actively provide input into customer service strategy, procedures and direction• Work closely with the Client Services, Account Management, Provisioning, Sales, and Development/Cloud Ops team to promote teamwork and collaboration• Acquire understanding of industry processes in order to promote and provide best practice advice to clients• Acquire comprehensive knowledge of the Oracle Aconex platform• Decision making - Identifying issues and opportunities, taking action consistent with available data and anticipating likely outcomes• Conflict management• Performance management• Process reengineering Show less