Ramachandran Balasubramanian Email & Phone Number

Toronto, Ontario, Canada

Serving SaaS for Automobile industry to perform Digital Vehicle Inspection (DVI) across different platform like android, iOS Windows. Creating Support tickets for tech support calls in Zoho desk with frequent relay of bugs to Developers. Maintaining follow ups with the customer and create corresponding escalation through Jira for Developers perusal. Software integration with the shop management system software through JSON, BAT, and DAT files. KPI adherence includes AHT to 8.47 min with daily call count up to 40. Scheduling Integration installation and group meetings with customers. Onboarding new employees and maintaining repository for Knowledge base articles describing the process• Reduced the ticket count from 75 to 5 in a span of 5 months with an AHT 9 min with high customer satisfaction rate. The current ticket count is 0 to 5 per day• Designed support rating process and enhanced the percentage from 5% to 93% for the team• Achieved customer satisfaction from 56% to 98% in a span of 8 months• Serving as a liaison between tech and customer success team in the onboarding process for new customers with demos.

Toronto, Canada Area

Coach and develop 200 Customer/tech Support Associates and 5 Subject Matter Experts (SME’s) to improve customer experience and satisfaction, call management, call quality, and behavioral growth for telecommunication client, SHAW. Manage KPI adherence in real time for individuals as well as team. Partner with varying departments to ensure customer service requirements are being met, and best practices implemented. Facilitate performance management and disciplinary coaching conversations. Report incidents and follow through on tickets for necessary actions. • Reduced team average handle time from 16-minutes to 13-minutes while ensuring positive customer experience, satisfaction, and resolution.• Handled multiple escalations with a retention rate of 97%• Maintained payroll and attendance for the associates with real-time relay to HR team.• Provided Tier 2 troubleshooting using the Digital ecosystem “Netcracker” to solve issues with cable and modem control system

Toronto, Canada Area

Being a front line Tech support executive , i solved the technical issue with DSL, Cable and Internet equipment and connections for SHAW customers, with a desire of achieving high customer satisfaction with due technical excellence.

Faridabad Area, India

• Acquired management experience in addition to a Doctorate degree in the field of research by actively promoting qualitative and quantitative research methodologies• 5+ years of experience in providing consulting to public and private institutions for better grooming of the new generation and prepare them to excel in innovation and technology• Experienced in sharing work environment and insights to the different level of stakeholders and the ground players to determine line of business, research objectives, project milestones and timelines, research and strategic implementations• So far maintained 68 academic-corporate projects with high probability of time adherence and target acquisitions• Handled 19 SME’s from multi-disciplinary domains for the execution of projects across different scientific research domains• Analysis and Adaptation of research findings to the development of new research studies• Conducted administrative and technical research that contributes to professional publications, presentations and posters• Been a member of interview panel for many universities and involved in the selection process based on the research experience with futuristic analysis of target contributions• Proven experience in projecting project’s plans, data collection to substantiate findings by summarizing finds with research methodologies

Chennai, India

• Provided consulting services to service sector industries on ISO 9001-2008• Prepared quality manuals and system procedures manuals for ISO audits and process standardization• Familiar with NBA and ABET certification procedures for Universities and Education Institutions• Created a questionnaire “Teacher Performance Appraisal” for teacher’s evaluation for both School and University level

Doctor Of Philosophy - Phd, Bio Inorganic Chemistry

pH induced Valence inversion in Diiron Complexes

Certification, Worker Health And Safety

Certification Bridging Program, Engineering

Activities and Societies: Engineering codes and standards, Project Management principles, OHSA

Master'S Degree, Electrochemistry, A

I worked in a lab called ICMUB - Molecular Chemistry lab for my Master Thesis " Electrochemical Nose to detect Odorants" The idea.

Master Of Science, Bio Inorganic And Organic Chemistry, A+

Theoretical and Practical approach in Bio chemistry like Protein Analysis,Extraction etc. using techniques like Chromatography, Mass.

Master'S Degree, Molecular Nano And Biophotonics For Telecommunication And Biotechnologies, A

Theoretical Application of Physics in Biology and Chemistry

Bachelor Of Technology (B.Tech), Bio Medical Engineering, 8.5 Cgpa

Activities and Societies: Served as President of MEDEA - MEDical Engineers Association (2005-07)Data Acquisition using Bionic Health Card.

High School, Science, Distinction