Abraham Robert Email & Phone Number

Bengaluru, Karnataka, India

I am tasked with assembling a team of core subject matter experts to oversee critical functions within ChargePoint's electric vehicle charging network. This team will include specialists in network performance analysis, technical compliance with CARB regulations, outage resolution, root cause analysis, and automation workflow requirements.Their primary focus will be on ensuring the smooth operation of ChargePoint's charging stations, activations, installations, and ELS services. This… Show more I am tasked with assembling a team of core subject matter experts to oversee critical functions within ChargePoint's electric vehicle charging network. This team will include specialists in network performance analysis, technical compliance with CARB regulations, outage resolution, root cause analysis, and automation workflow requirements.Their primary focus will be on ensuring the smooth operation of ChargePoint's charging stations, activations, installations, and ELS services. This entails overseeing both the Central Network Operations Center (NOC) and regional operations for preventive and corrective maintenance, as well as handling internal, external, and customer problem escalations while ensuring strict process adherence.Externally, the team will interface with Original Equipment Manufacturers (OEMs) and vendors for technical issue resolution, while internally, they will serve as the prime interface with Assure-Pro, Assure, and Standard Engineering Operations for planning and coordination purposes.One of their key responsibilities will be driving resolutions for customer complaints within service level agreements (SLAs) and ensuring effective operational performance and management. Additionally, they will spearhead efforts to drive automation for Mean Time to Repair (MTTR) reduction and resource optimization.This team will also provide overarching technical oversight for managing cross-functional teams, observing and analyzing Key Performance Indicators (KPIs), and implementing necessary changes for optimum network performance. They will ensure that the operated network meets agreed assurance KPIs and SLAs, manage outages and emergencies, and handle team expansion, people management, resource planning, recruitment, and appraisals, all while prioritizing the delivery of customer service excellence. Show less

Bengaluru, Karnataka, India

As the manager overseeing India Operations for a Healthcare Service Desk, I lead a team of 104 Agents, Team Leaders, Quality Leads, and Training Leads. My responsibilities encompass various facets of operations, including identifying and implementing cost-cutting measures, negotiating contracts in recruitment and vendor management, and maintaining client relations through SLA adherence and metric management.Furthermore, I am deeply involved in training and knowledge maintenance for… Show more As the manager overseeing India Operations for a Healthcare Service Desk, I lead a team of 104 Agents, Team Leaders, Quality Leads, and Training Leads. My responsibilities encompass various facets of operations, including identifying and implementing cost-cutting measures, negotiating contracts in recruitment and vendor management, and maintaining client relations through SLA adherence and metric management.Furthermore, I am deeply involved in training and knowledge maintenance for current healthcare projects, fostering client partnerships as the primary offshore point of contact to ensure alignment with business goals. I provide comprehensive oversight of day-to-day operations, including system maintenance, while also driving strategic direction and cultivating the company's culture, values, and corporate policies.In terms of HR management, I oversee the hiring process, identify risks and opportunities, and ensure compliance with corporate laws and regulations. Additionally, I formulate long-term strategic plans based on industry trends and opportunities, negotiate contracts with vendors and business partners, and develop human resource policies to promote employee satisfaction and productivity.Central to my role is managing employee relations to uphold high levels of performance and morale within the organization. Show less

Bengaluru, Karnataka, India

As the leader overseeing the delivery and profitability of a $150 million technical service operations program, I am responsible for defining program objectives, creating strategic roadmaps, and aligning initiatives with business goals. Leading ITIL service lines with a team of up to 120 members, I drive operational excellence and ensure alignment with organizational strategy.I have championed a culture of innovation and continuous improvement, evaluating methodologies and tools to… Show more As the leader overseeing the delivery and profitability of a $150 million technical service operations program, I am responsible for defining program objectives, creating strategic roadmaps, and aligning initiatives with business goals. Leading ITIL service lines with a team of up to 120 members, I drive operational excellence and ensure alignment with organizational strategy.I have championed a culture of innovation and continuous improvement, evaluating methodologies and tools to standardize and harmonize processes across multiple engagements, resulting in annual cost savings of approximately $1 million. Additionally, I played a pivotal role in integrating the acquired company, Aruba Networks, with HPE, facilitating seamless resource migration during entity transfers.In my capacity, I develop and implement quality frameworks and service governance aligned with CMMI, ISO standards, and client regulatory requirements. As a trusted advisor to clients, I forge strong professional relationships with senior-level management and stakeholders, ensuring the successful delivery of services.Actively engaged with staffing companies, managing all vendors and contingent workforce (CWF) employees.Spearheaded relationships with 12 staffing companies, collaborating closely with recruiters to source talent for networking (wired and wireless) projects.Led efforts to restructure salaries based on market studies, enhancing employee retention and reducing hire-to-train time.Furthermore, in my previous role as a Trainer, I conducted over 400 sessions, educating 2,000 employees on ITIL and Salesforce processes over a span of two years, demonstrating my commitment to knowledge dissemination and professional development. Show less

Bengaluru, Karnataka, India

- Spearheaded the development and implementation of Internet and Intranet applications across diverse platforms.- Achieved substantial reduction in equipment downtime and minimized major repair instances.- Successfully conducted Salesforce (SFDC) Platform training for over 300 batches.

Bengaluru, Karnataka, India

- Collaborated with Customer Relations within the organization to address and resolve dissatisfaction among end-users and small-medium businesses.- Functioned as a Process Trainer for the business, achieving a success rate of 96% across over 200 training batches.

Bangalore Urban, Karnataka, India

- Enforced consistent process adherence across multiple centers in Bangalore, Dalian, US, Canada, & Philippines.- Acted as the sole Point of Contact for all cost-centers to meet organization-wide SLAs efficiently.

Bengaluru, Karnataka, India

- Exemplary mentor and educator for new hires in Customer Service.- Oversaw Level 1 support for addressing customer technical queries and phone calls.

Bangalore

- Assisting clients with their day-to-day operational activities.- Investigating, verifying, and assessing hardware defects reported by end-users within specified deadlines.- Collaborating with Service Management to comprehend customer satisfaction metrics, identifying bug fixes, defect resolutions, enhancements, and incorporating them into backlog items.

Bangalore

- Analyzing hardware and software options for potential solutions.- Diagnosing and rectifying faults.- Addressing and resolving network issues.

B.Com, Commerce

Education record