Jagdish Narayanan Email & Phone Number

New Delhi, Dl, In

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.• Setting and tracking project milestones; manages and accounts for unforeseen delays, then realigns schedules and expectations as needed.• Establishing and implementing project communication plans, providing status updates to affected staff and stakeholders.• Collecting, analyzing, and summarizing information and trends as needed to prepare project status reports.• SPOC for the onboarding of new customers, the training of end users, and the adoption and value creation following go live.• Assessing customer engagement levels and providing product and service improvement feedback to the other teams.• Credited for the timely and cost-effective delivery of projects to Clients.• Coordinating with Marketing / Sales / Product / Finance teams.Tools Used - Microsoft Azure DevOps / HubSpot / Bitrix24 / Asana / Microsoft Suite / Microsoft Teams / Skype / Basecamp.Technologies Team Worked on - Flutter / Xamarin / Angular / React / Python / JavaScript / PHP / Laravel / .NET.

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• Drove a 45% increase in the utilisation of bench resources• Identified pain points in product experience and coordinate their resolution with the engineering, data, and product teams• Managed multiple accounts and participated in regular health check calls• Created a client engagement calendar to plan and reach out to clients based on events or holidays• SPOC for the customer regarding delivery, quality, pricing, support, billings, collections, and service management• Supported sales and marketing operations and competitor analysis, thereby contributing to the expansion of the business• Assisted with short- and long-term strategies that align with corporate and business objectives and goals• Coordinated with the development team to guarantee on-time deliveryTools Used – Orange Scrum (Project Management) / Microsoft Azure DevOps / HubSpot / Microsoft Suite / Microsoft Teams / Skype.Technologies Team Worked on - Flutter / SharePoint / Xamarin / Angular / React / Python / JavaScript / PHP / Laravel / .NET.

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 like Putty / Microsoft Azure DevOps / HubSpot / Microsoft Suite / Microsoft Teams / Skype / Data Card Management System (DCMS).Technologies Team Worked on – TMS / CMS / Command Prompt / Xamarin / Angular / React / JavaScript / .NET.

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 / Microsoft Suite / Data Card Management System (DCMS).Technologies Team Worked on – TMS / CMS / Internal Wipro Tools / Command Prompt / Angular / JavaScript / .NET.

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 (RMS).

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