Jagdish Narayanan Email & Phone Number

New Delhi, Delhi, India

• Overseeing the complete Offshore Software Development Center –Recruitment, Vendor Management, Operations Support.
• Primary liaison between the company, local accounts, and the bridge for CS strategy between accounts in India and US.
• Managing IT Projects to ensure adherence to budget, schedule and scope of project(s).
• Ensure resource availability, allocation and develop a detailed project plan to track process.
• Done Project Management in handling multiple clients along with development teams to ensure on-time delivery with Agile methodology. Working with Software development / Quality / Business Analyst / Testers / UI/UX Teams.
• Develop, maintain and revise proposals for assigned projects including project objectives, technologies, systems, information specifications, timelines, funding and staffing.

Vadodara, Gujarat, India

• Developed business through day-to-day key account management and new business generation for IT Services & Solutioning
• Streamlined portfolio management for High-Value Enterprise and Mid-Market clients
• Identified various revenue-generating opportunities and developed plans to increase consumer preference
• Team members were led, mentored, and monitored to ensure efficiency in meeting individual and group objectives
• Delivered a 40% increase in the quarterly projected revenue
• Reduced client churn and increased revenue by closing projects with long-overdue revenue / few billed resources

Delhi, India

• Handled an operational team of around 150-200 members for key & valuable clients.
• Addressed client needs, developed action plans, and consulted on value-added products, services, and capabilities.
• Trained team members and leaders to create a people-centered organisation with a constructive work ethic.
• Awarded Best Functional Trainer for programs in Leadership skills and Team development.
• Awarded Best Team Manager for consistently keeping the performance of Delhi teams at the top of all other Indian states.Tools Used – Client Management System (CMS) / Ticket Management System (TMS) / Airtel Backed Tools.

Gurgaon, India

• Handled the IT infra services of clients for Desktops / Laptops / Servers / Firewall and Data Centers as a part of the ITSM.
• Interacted with the client’s C-level executives to provide comprehensive and prompt support/solutions.
• Coordinated with internal teams such as SAP, Linux, GSMC, Security, Solaris, and Server Support to resolve IT-related issues.
• Garnered a CSAT – 98% and achieved 100% SLA with an average of 650 tickets in a month consistently for 3 years.Tools Used – Client Management System (CMS) / Ticket Management System (TMS) / Server Management System /.

Gurugram, Haryana, India

• Worked as Strategic Business Development (Team Manager) to grow business revenue.
• 40% increase in overall business revenue every half yearly.
• Strategizing & improving internal business processes.
• Work along with other leadership members to improve Operational activities & providing top customer / client support.
• Retention of clients - Retained almost 80% of clients also got new business for company.Tools used - Microsoft Office Suite / Skype / Call Center tools like Dialpad / Webex / Zendesk / Customer Relationship Management.

Gurugram, Haryana, India

• Client Management, Business Development, Operations Management.
• Handled more than 60 US, UK and Australian projects with around 300 employees in team.
• Providing training to operational team in increasing efficiency of work thereby increasing business opportunities.

Gurugram, Haryana, India

• Senior Executive in US Process.
• Provided training to new agents about Process and guidelines.
• Handled new teams to make responsible & productive for the process.
• Awarded Best Executive / Team Player for 2 continuous years.

Master Of Business Administration (Mba), Operations Management And Supervision, First

Bachelor Of Commerce - Bcom, Business/Commerce, General