Ravi Kiran

Experience

• 

  Brigade Solutions, Inc

  Dec 2007 - May 2009

  Technical Support Specialist

  Technical Support (chat) Executive related to All in one printers, solving customer queries and status report outSupported team’s referrals as an SME on various dispute queries and proceduresCarried out trainer responsibilities for new joiners

• 

  Intelenet Global Services Private Ltd.

  Jul 2010 - Feb 2018

  Employee Engagement: Ensuring team is motivated and the performance is inline with the business goals. Professional Advancement: Prepare personal development plans for staff and assigning/delegating tasks to foster growth.Data driven decision making: Instrumental in delivering floor support, quality checking, sending weekly and monthly reports and performance trend analysisEfficiency Improvement: Introduced 10% efficiency improvement plan which helped in identification of bottom performers and their training needs to improve efficiency through PAP (Performance Action Plan)Operational Metrics: Monitor and ensure all PLA’s and SLA’S have been met by the team on a daily basis through queue monitoring and relocation of resources.Stakeholder Management: Interact/communicate with different teams to help run the process smoothly and resolve any issues related to operations management. Single point of contact for Monthly & Weekly business reports and analysis.Change Management: Coordinating change requests suggested by the business area with other internal teamsNeed analysis: Identify coaching needs and customize improvement plans based on individual requirement.Customer Satisfaction: Handle complaints raised by customers in a timely manner to maximize customer satisfaction.New Hire Engagement: Planned, prepared and successfully implemented procedural flow charts for new trainees. Training need identification for team members to improve service levels. Show less Responsible for the complete transition of projects from Client site:Project Google Brain: Involved in coaching and mentoring of data collections provide editorial, creative, and technical Support. Provided project reports, supported recruitment efforts for the team & conducted knowledge transfer sessions for new joiners in the teamProject Skysmart: Played a key role in liaising the prestigious process of “Google” by maintaining the error rate < 1% against the threshold of < 2%. Responsible for timely follow up with customer’s outstanding amount timely and preparing accurate ageing report of customers and suppliers.Overseeing the operational functions involving designing & implementing systems, administration policies & procedures to facilitate internal control towards the accomplishment of organizational goals.Project Mapping/Ground Truth: Tested projects with the Google interface tool. Moderated maps at different levels in Geographic Information System (GIS). Cross functional collaboration to document presentations for internal and external audits as part of quality activity Show less Capacity Planning & Forecasting: Prepared a capacity plan for the team on a daily basis to allocate work based on the resources availablePerformance monitoring on a weekly & monthly basis, provide regular feedback and reward good/ improved performers.Supported several initiatives which helped both in process and staff development like ‘Chat Quality’, ‘First touch resolution’ and ‘Reduction in complaints’Process Standardization: Standardized the training manual to ensure the new entrants received all the necessary basic training before getting into the process training. Show less

  • Senior Team Lead

    Jun 2015 - Feb 2018

  • Team Lead

    Jun 2013 - Jun 2015

  • Senior Analyst

    Jul 2010 - May 2013
• 

  Genpact

  Feb 2018 - now

  Developing comprehensive project plans encompassing scope, timelines, resources, and deliverables.Efficiently allocating resources, ensuring appropriate skill sets are available for project tasks.Identifying potential risks and devising mitigation strategies to ensure project success.Regularly communicating with stakeholders to provide updates, address concerns, and manage expectations.Implementing quality assurance processes to ensure project deliverables meet or exceed expectations.Delegating tasks among team members, providing clear instructions and support as needed.Identifying and resolving project issues promptly to minimize impact on project goals.Managing changes to project scope, schedule, and resources while ensuring alignment with objectives.Maintaining accurate project documentation, including plans, reports, and correspondence, to ensure transparency and accountability. Show less Operational Metrics: Proven ability in leading team and stakeholders towards exceeding quality, productivity and 100% service levels Community Operations: Managed 40+ associates to ensure end user trust and platform safetyProcess Standardization: Created a Business Process Management System (BPMS) framework to ensure stable and surprise free operations by identifying potential risks, mitigation plans, future improvement opportunitiesEmployee Retention: 7% attrition with 50% team promoted within 1.8 years tenureOps Modernization Tools: Effective utilization of operational health tools to manage daily issues and provide status update to the leadership team.Stakeholder Engagement: Accountable for managing business escalations and spearheading monthly business review interactions with stakeholders Risk Identification & response: Identifying & managing potential risks/issues, timely communication to all stakeholders with a resolution plan and risk owners identifiedTraining & Upskilling: Leading site level Genome adoption for 1200+ members and driving learner engagements Resource Management: Ensure optimum resource availability within various cross functional teams so that projects are delivered successfully and within agreed timelines New Hire Management: Interviewed, hired and equipped staff to comply with company policies and procedures Show less

  • Project Manager

    May 2022 - now

  • Operations Manager

    Dec 2020 - now

  • Assistant Manager

    Feb 2018 - Nov 2020