Ramesh Kumar

Experience

• 

  HCL Technologies

  Sept 2008 - Mar 2009

  Software Consultant

   Used to have call with the clients regarding Process. Maintained 99.99% Quality overall the project. Make sure to deliver the exact solution as per client requirement. Made Sure None of the SLA missed out.

• 

  TRX Technologies India Pvt Ltd

  Jun 2009 - Mar 2014

  Process Expert

  > Maintain SLA & SLO for the work assigned.> Prioritize and assign task to the agents, so that all contracts are within SLA.> Active participant in Weekly refresher training with the clients.> Communicate and share process updates with the team.> Key POC for BML process.> Quality check for the contracts loaded by the agents.> Interpret the information provided in the contract for rates, inventory, taxes, policies etc.> Notify clients/IT when client tool is down.> Assist new agents in learning the process.> Cross trained to work in different processes of EHCL.> Communicate with the clients for any process related issues.> Performing additional requests received from clients.> Preparing daily/monthly reports requested by Managers. Show less

• 

  SAP Concur

  Apr 2014 - Nov 2021

  Operations ManagementManaging customer service operations inclusive of conceptualizing & implementing short/ long term plans; managing teams with focus on excelling business targets & service delivery metricsAssessing customer feedback, evaluating areas of improvements & providing feedbackPreparing dashboards & other statements with a view to apprise management of Process operations and assist in critical decision-making processQuality AssuranceSteering accomplishments of set quality standards & conducting regular quality auditsClient ServicingIdentifying improvement areas & implementing measures to maximize customer satisfaction levelsTaking escalations for resolving critical issues and ensuring Business ContinuityEnsuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levelsProcess ManagementMapping client’s requirements; assisting in developing, implementing and transitioning, customizing Processes in line with the guidelines specified by the clientPreparing Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level AgreementsMonitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction levelTeam ManagementInteracting with Support functions for staffing & scheduling requirements, performance reporting etcManaging & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targetsDetermining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increased productivitySpecialties: Operations ManagementQuality AssuranceClient ServicingProcess ManagementTeam ManagementMicrosoft Office - Excel, PowerPoint Show less

  • Senior Manager

    Apr 2021 - Nov 2021

  • Operations Manager

    Oct 2017 - Mar 2021

  • Team Lead

    Apr 2014 - Sept 2017
• 

  SAP

  Dec 2021 - now

  Support Manager