Rahul Mohanakumar

Experience

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  Information Kerala Mission

  Aug 2005 - May 2007

  Technical Assistant - System Support Engineer

  Platforms and Tools: Windows server 2000, Windows 2000, SQL Server 2000, IIS, RAAS, Dial up VPN, HP ML 350 configuration, MS office, MS outlook.Roles & Responsibilities:System Administrator & Facility Manager

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  Sutherland

  May 2007 - Sept 2010

  Subject Matter Expert - McAfee Antivirus - Technical support - North America

  Job profile includes handling a team of over 30 Help Desk Engineers. Providing second level support to Help Desk Enginners,Taking escalated calls and maintaining client Metrics ,Reviewing the Quality Metrics and Targets to be met by the Agents.Remote call monitoring ,Coaching the help desk Engineers and giving regular feedbacks.Contacting the customers for Second Level support on outbound calls for Escalated issues.Ensure quality Reporting and work with Group Managers and Team Managers to drive Team scores and to maintain high standards of customer satisfaction and observe all service delivery matrices.Technical assistance to a group of Technical Executives, which is categorized into a Role Called ASG (Agent Support Group)Analyzing trends in Latest Issues and involvement in a core research group. Show less

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  Infinite Computer Solutions

  Sept 2010 - Dec 2015

  Assistant Manager Technical Services

  Plan and prepare Team roster and ensure the required skill sets and numbers are available.Achieve daily shift wise productivity targets (Tenured & Non Tenured) and logged in hours.Achieve targets on Service Levels, Customer Satisfaction, ASA, and Abandons for the process.Conduct daily team/shift huddles and share all client updates & statistics with the team.Check absenteeism and speak to the agents on unapproved leave.Co ordinates with Quality and Training to improve Teams operational performance.Provide feedback on problem resolution techniques and Tech knowledge to Tech leads/Team.Ensures effective staff motivation.Prepares and conduct performance reviews and appraisals on time.Effective coaching and mentoring sessions to assist in improving the bottom performers.Creates and suggests policies and procedures to improve existing processes to AMO & Ops Mgr.Participate in the interview process to identify suitable candidates for the project. Show less

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  FlipClass

  Jan 2016 - Jun 2016

  Operations Manager

  *Manage the day to day team activities.*Monitor, manage and improve the efficiency of the team.*Co-ordinate between departments like Marketing, Finance and Support teams for leads, payments and customer support related queries.*Liaison with top management. Assist in the development of strategic plans for Sales. Implement and manage these plans.*Create Weekly/Monthly Progress Report.*Maintaining the revenue track on daily basis and also do a continuous follow up on the payment with the clients *Achieve KPIs and SLAs through continuous monitoring and corrective action Show less

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  IndiaOptions Softwares Pvt Ltd

  Jul 2016 - Mar 2017

  Center Manager
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  Expertzlab Technologies Pvt Ltd

  Mar 2017 - Nov 2018

  Center Head

  Manage operations: Staffing, Lead Generation, Social Media Marketing, Placement, Admission, Counselling, Revenue and Accounts.Manage and run the center as a profit making center manager.Responsible for forecasting business, team planning and budgeting for the respective center. Based on the season and based on the business volume expected the same should be done. Plan and achieve the monthly target both in terms of, billing and collection by framing the strategies. Should bring up the Co-ordination between the team members for the smooth operation of the center and business development. Analyzing the team members performance and guiding/motivating them towards the Target. Should be responsible for the Centers hospitality and decorumEnsure that no false commitment is made either from the marketing team, placement team or the technical team or any other team at the respective center. Should confirm that, no extra hours have been allotted to the students without consent to their prior written request and your approval. Assist the placement team (Consultancy Manager/ Placement Coordinator) for all the placement related activities which also includes the Saturday activity class, Job fair, Campus Drive etc as and when needed. Effectively resolve all the student related issues (if any) that arises be it the student is a current student or has already completed his/her course with Evolet Ensure that there are no re-funds because of the false commitment or the fault of any of the team member, then the refund amount should be borne by the centre manager and his team. Ensure to verify all the enquiry forms / Registers / Files of the team members on daily basis. Attrition rate in the respective center belongs to the Center Manager. Responsible for all the reports pertaining to the center for Self. Show less

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  Luminar Technolab

  Dec 2018 - now

  Founder & MD
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  Luminar Technohub

  Jun 2023 - now

  Founder