Ratan Shetty

Experience

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  3. Andromeda Pvt Ltd Pune.

  Jul 2005 - Oct 2006

  Quality Analyst and Process Trainer

  Evaluating recorded calls with 100% feedbackCoaching and counseling the repeat offenders Product, process and soft skills training for new joiners

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  Sparsh Bpo Services Limited (An Intelenet Co.)

  Aug 2006 - Oct 2007

  Quality Analyst

  Recorded call evaluation with 100% feedbackCoaching and counseling the repeat offenders Calibration with operation and client on a weekly basisQuality Induction for new agentsPareto, Compliance Log, Cat bifurcation, Weekly Comparison for the Training Need Analysis.

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  Tech Mahindra

  Oct 2007 - Dec 2012

  Sr quality analyst

  o Evaluating transactions processed with hundred percent feedbackso Coaching and counseling the repeat offenders o FMEA, Measurement System Analysis, creating Process Flow Charts and maintaining ISO Docso Initiating the Root Cause Analysis, Corrective Actions and initiating process improvementso Report includes Pareto, Fishbone analysis, FMEA, Monthly Report, Business improvement plan, Corrective Action Plan, Quality SOP, Compliance Log, Training need analysis

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  Cognizant

  Dec 2012 - Jan 2023

  o Request Management – Ensuring SLA’s adherence, Managing request life cycle, Reporting, o Monitor the progress of Problem tickets related to respective service lines, and queue management, First Time Fix and VIP End user supporto Ensuring process functions are aligned to ITIL standards and expectationso Part of Process Transition, Project Governance and Risk analysiso Review the efficiency and effectiveness of the problem management processes and drive improvementso Allocate resource and ensure sufficient resources are allocated for the support efforto Ensure availability and proper usage of the ITSM tools for Problem Management process including Known Error Database (KEDB)o Validate and accept problems for analysis. Perform trend analysis and review for proactive identification of problemso Participate in resolution and root cause analysis callso Validate the KE/ Solution database for its usability and accuracyo Review solution provided by Problem Resolvers and Validate RCA documented by Problem Resolvero Maintain and report incident to problem conversion ratio.o Measure Key Performance Indicators (KPIs) and prepare reportso Provide Status update on Major Problems tickets status in MIPRM callo Preventing the replication of problems across multiple systems Show less Position: - Operations Manager o Reported to the Associate Director and led a team of 30+ resources for SFDC account on OJT operations, Transaction Quality and Support Operationso Maintain constant communication with management and team to ensure proper operations of the organization o Productivity, CSAT, SLA Management, Escalation Management, Training and Mentoringo Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiativeso Designing Training plan for onboarding OJT to productiono Identifying potential problems and points of friction and working to find solutions in order to maximize efficiencyo Lead, motivate, and support a team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolutiono Executing WBR, MBR and QBR meetingso One on Ones, skip level meetings, daily/weekly huddles with the team to ensure smooth operation Show less o Responsible for creating an end-to-end Quality Management System for SFDC projecto Responsible for Compliance/Risk management operations, including managing, identifying, evaluating, reporting and overseeing the compliance related opportunities externally and internally to the organizationo Lead and coordinate organization wide Process Improvement Activitieso Developing and executing Quality Assurance and Quality improvement initiatives (Audit system, CAPA system, Lean Sigma, PDCA, Value stream mapping) for all products, processes and serviceso Driving best in class framework. Planning, Process Re-engineering, Process Mappingo Manage and maintain the Company’s internal quality audit program and assess improvement initiatives resulting from all Quality Audits – internal and externalo Executing Hygiene reports, process automation and driving Idea/Innovation campaigno Escalation management and initiated LOWCSAT improvement planso Responsible for Salesforce reporting, Knowledge management and client handlingo Creating FMEA, RCA, T&M study, Training need analysis, Cause and Effect analysis, Pareto Show less

  • ITSM Manager

    Jan 2022 - Jan 2023

  • Team Manager

    Jan 2019 - Jan 2022

  • Quality Assurance Team Lead

    Jan 2015 - Jan 2019

  • Process and Quality

    Dec 2012 - Nov 2015
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  HP

  Feb 2023 - now

  Sr. Team Manager - Operations

  - Managing Customer service operations for EMEA region- Leading a team of 60 resources including Pioneers Manager, Team leads, SME and frontline engineers. - Driving productivity metrics, SLA management, Customer obsession scorecard, FTF, SNPS, SBD, Remote Resolve, AHT, Waste metrics management- Process Automation, Process Reengineering and Innovation- Leading cognitive learning programs within CCCB- Stakeholder management - Execution of WBR, MBR and stakeholder connects