Raja Hemdev

Experience

• 

  Xerox

  Sept 2006 - Sept 2013

  Responsible for end-to-end project management aligned to Xerox Transition and Transformation Management Process (TTMP) methodology. Actively managed the project life cycle from Initiation to steady state to Handover.Implemented defined activities as stated in the solution design to meet specific business objectives and which lead to service enhancements, cost reductions, and/or quality, productivity and technology improvements for the customer.

  • Transition Manager

    Jul 2011 - Sept 2013

  • Regional Technical Specialist

    Sept 2006 - Jul 2011
• 

  Yellow Jacket Systems LLP

  Jul 2014 - Nov 2017

  Partner
• 

  Xerox

  Nov 2017 - now

  Senior Operations Manager

  ● Managing service delivery for various key accounts at National Level. ● Leading the Helpdesk Team which addresses an average of 300 calls/ day ● Ensuring Service Delivery in line with the agreed scope and managing the SLAs and Customer delights ● Exercising strict adherence to contract governance through process compliance & regular business reviews with customer ● Monitoring timely and accurate monthly billing and supporting the Collection team to ensure timely collections● Maintaining high focus on Quality, supporting audits and ensuring compliance requirements without any deviations● Assisting the Sales team in identifying the additional opportunities of business with the existing or new client ● Steering the Vendor Management to ensure contract delivery ● Ensuring that resources, capabilities, capacity to meet existing and new business demand● Conducting surveys to get the customer feedback on the services provided & analyzing gaps to enhance service quality Show less