Guruprasad M (Pmp®/ Pspo™/ Asm) Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

· Maintained regular communication with customers through weekly calls and monthly presentations to understand their needs and concerns.· Proactively managed customer issues, tasks, and projects, ensuring timely delivery of solutions and keeping customers informed of progress.· Collaborated with cross-functional teams to identify and resolve issues and improve customer experience and satisfaction.· As the first point of contact for customer escalations, I was responsible for handling product and process level issues that had been escalated by customers. Using my excellent communication and conflict resolution skills, I was able to deescalate tense situations and provide prompt, effective resolutions to any issues that were raised.· Served as a trusted partner and single point of contact for customer needs, supporting multiple products.· Analyzed customer feedback to identify pain points and worked closely with product teams to develop business requirements that addressedcustomer needs.· Identified opportunities to improve product offerings based on customer usage and feedback and collaborated with cross-functional teams toensure timely delivery.· Developed and documented best practices and techniques to guide cross-functional teams and ensure consistent, high-quality performance.· Participated in customer requirement definition, prioritization, and scheduling of customer work requirements for development.· Managed change requests and advised teams on approach to ensure timely and efficient delivery.· Developed and documented standard operating procedures for new processes and established effective communication channels to ensureclear and timely information exchange.· Maintained effective communication and built relationships with senior stakeholders to ensure alignment with customer needs andexpectations· Provided training to customers on new product enhancements and documented feedback to help improve the product and customerexperience

Bengaluru, Karnataka, India

Developed and launched two healthcare SAAS products for patient homecare, COVID remote care monitoring, and hospital ward care patient monitoring, ensuring on-time delivery and high quality.· Conducted market research, defined product strategy, and created product roadmap, working closely with CEO and CPO to align goals and achieve product-market fit.· Analyzed market and competitive conditions to establish a product vision that delivered unique value based on customer demands.· Led the product development process by designing and creating product requirements documents, wireframes, and site maps, andcollaborating with development teams to ensure smooth execution.· Applied root cause analysis (RCA) techniques such as cause and effect diagram, FMEA, and 5 whys to analyze product failures and implementsolutions.· Coordinated with UI/UX, front-end, and back-end development teams to ensure timely delivery of the product and high-quality results.· Conducted product testing and provided feedback to the development team to improve product features and user experience based oncustomer feedback or VOC.

Bangaon Area, India

As an expert in business development, enterprise services and sales, I have had the opportunity to plan, develop, accomplish, and showcase major initiatives that drove industry change with recurring revenue. I led teams that supported individuals, managers, executives, the organization as a whole–and most importantly the customers, whose service experiences were immeasurably improved through implementation of these forward-thinking ideas. I am looking for an organization in which I can apply these skills and collaborate with like-minded individuals to continue this trend of success.

Bengaluru Area, India

Managed a team of 18 Customer Success Managers responsible for key customer-facing processes, including order processing, customer support, logistics, and finance for HP products.· Monitored and resolved issues related to key accounts and provided on-call support for incident management and issue resolution.· Collaborated across global functions to ensure timely resolutions and acted as the voice of the customer to improve processes and products.· Handled stakeholder communications and escalation management to ensure customer satisfaction.· Implemented process automation using Kaizen methodologies and created reports to monitor team performance and provide insights tostakeholders.· Mentored the team on best practices, process updates, and provided feedback to improve efficiency and productivity.

Managed 4 Asia Pacific & Australian accounts and facilitated $5 million in development per year by coordinating with project managers and monitoring milestone delivery timelines.· Conducted weekly calls and monthly presentations to monitor customer satisfaction and manage tasks and projects meticulously to ensure accurate solutions and timely delivery.· Prepared reports, spreadsheets, and presentations to share with cross-functional teams in over 100 meetings and collaborated with internal and external stakeholders to ensure successful project execution.· Coordinated with project managers and monitored milestone delivery timelines to meet the Service Level Agreement (SLA).· Utilized conflict resolution skills to resolve disputes between employees, clients, and vendors within minutes of being aware of the issue.· Onboarded new customers and provided knowledge transfer to internal team members for a smooth transition

Understand the end-user’s issue and provide providing issue resolution for all technical and non-technical issues. • Upsell Dell Products, OS, Warranty, and software.• Provided remote support to all Level 1/Level 2 Technical and Process issues.• Case audits and Survey analysis to drive improvements.• Handled first level and second level escalation. • Review and update Knowledge base articles.

Greater Chennai Area

• Understand the end-user’s issue and provide providing issue resolution for all technical and non-technical issues. • Upsell Dell Products, OS, Warranty, and software.• Provided remote support to all Level 1/Level 2 Technical and Process issues.• Case audits and Survey analysis to drive improvements.• Handled first level and second level escalation. • Review and update Knowledge base articles.

Chennai Area, India

Planning and implementation of maintenance projects.• Provided support for Six Sigma project implementations. Project focuses listed below.• Process optimization: Improved the efficiency and effectiveness of body sides manufacturing processes by implementing new technologiesand equipment.• Quality improvement: Implemented new quality control measures, conducting root cause analysis of defects, or retraining employees onquality standards.• Cost reduction: Identified and implemented cost saving projects in terms of spares procurement, energy consumption, and waste reduction• New product development: Supported the launch project of Ford Fusion and Ford Fiesta cars• Supply chain optimization: Created metrics for vendors and ensured timely delivery. Spares and parts inventory control. Reorganized internal material movement for effective logistics flow.• Created and presented quarterly, half yearly and yearly presentations on the projects delivered

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Diploma In Machine Tools Maintenance And Repairs, Industrial Mechanics And Maintenance Technology

Activities and Societies: Designed a Coil winding machine using PLC.

Sslc, Sslc

Activities and Societies: Rotary club, Debate team, Inter-school Athletics