Raghuveer Pai

Experience

• 

  B2K Corp

  Mar 2004 - Dec 2005

  Resource Analyst

  • Administered the activities of a 25 member team; trained the new support agents on all products, technical, tool and process• Offered one-on-one feedback to the agents related to quality and CSAT on daily and weekly basis• Took part in the technical calibration meeting every week along with the clients and updated the agents with new issues and process updates• Scrutinized CSAT data in different ways like product analysis and agent wise analysis to find out the area of defect and examine survey results for improvement • Delegated goals and objectives for each team member and the time span for their improvements• Organised training programs like New Hire Training, Technical Refresher Training, etc.• Kept a track of the necessary data with respect to the MSN process like downtime tracking report and quality audits, etc. Show less

• 

  Accenture

  Mar 2006 - Sept 2021

  Cloud Transformation & Architect Associate Manager

  • Managing the Salesforce operations team in achieving the goals and expectations of the clients.• Responsibility for delivery of all projects in terms of meeting the defined SLA's, Vendor Management and Operations Management• Responsible for business development efforts, including Statements of Work (SOW), proposal development, client presentations, etc• Lead development and implementation of Salesforce effectiveness systems, manage execution and provide system support and upgrades• Provide best-in-class services for planning, implementing and supporting incentive compensation and sales operations management processes and tools.• Responsible for Contribution Margin, revenue growth, revenue recognition and leakage control, billing and utilization in line with organizational goals.• Work with Sales Leadership on devising sales strategies aimed at improving sales productivity focused on sales reporting, forecasting, quota management Show less

• 

  Tech Mahindra

  Oct 2021 - now

  Cloud Delivery Manager