Dhruv Kumar , Csm®,Itil V4 Email & Phone Number

Melbourne, Victoria, Australia

• Responsible for improving Customer Experience for top tier State Street Clients through regular services review.• First point of escalation for customers/clients relating to technical issues.• Building, leading, and running a regional/distributed team that cares deeply about the success of its customers.• Training offshore resources that follow 24*7 model to help our clients with their issues through regular knowledge transfer sessions.• Co-ordinate with Support leaders to trouble-shoot/qualify cases before raising to Engineering.• Develop relationships across the entire organization for the best customer experience possible.• Internal and external stakeholder management• Responsible for Key Performance Index for all the issues faced by the clients and minimizing the occurrence of issues.• Co-ordinate and support our offshore and onshore teams to ensure client deliverables are met• Serve as a technical advisor and facilitator to the clients.

• Lead the delivery and development of ‘Funding and Forecasting Tool’ And ‘Cash Subscription Tool’ application. • Engaging Stakeholders for the application and managing their expectation by communicating on a regular basis. • Proactively manage risks in delivery and dependency with external teams by creating a common governance meeting forum• Review Quality Assurance documents and Test Strategies formed by Quality Assurance team. • Experience in working in a waterfall as well as Agile method.• Responsible for tracking the overall project across cross functional teams in order to deliver requirements within agreed upon timelines

Greater Boston Area

• Lead Role:Lead for offshore team with 3 developers• Business Analyst Role: Responsible for gathering technical requirements from the business, creating Functional Specification and Technical Specification Documents and then coding those requirements• Software development in agile and waterfall model

Greater Pittsburgh Area

• Worked for a client in packaged and food processing industry to identify the best solution to analyze tail spend• The project involved data analytic to enrich the data captured and help them save $13.5 million• The data is enriched by using Advanced analytic on Big data and modifying algorithms at the client side

Noida Area, India

Bangalore, India

• Managed Operational business for all the clients located in Middle East and South Africa Region to maximize customer delight by carefully designing and implementing different customized loyalty programs which resulted in a ROI of 5 million Dirhams within 4 months of my joining • Loyalty programs were designed based on the rigorous data analysis and segmenting them into groups like value seekers, high loyal and lapsed customers and then they are all targeted in a different way.• Increased Capillary’s turnover by $1 million by creation of new avenues of engagements with the existing clients in 6 months using CRM model (Customer Relationship Model).• Led and Supervised a team of 15 people including Assistant operations manager and operations executive• Worked with product Managers and advised them to help improve the Capillary’s CRM tool

Pune Area, India

• Successfully completed 5 months of intensive world famous training at Infosys center with a GPA of 4.6/5• Worked with LEXIS NEXUS ,US top online publishing legal firm under a strict SLA of 2 hours to solve critical issues 24*7• Enabled enhancement scripts to reduce the testing time on reoccurring issues by 10%• Successfully Headed a knowledge transfer team for 15 people during the transition phase of the project to Phillipenean firm by laying out detailed character to resolves all possible occurring issues

Noida Area, India

Designed an Application Programmer Interface (API) for 3/5 Megapixel Cameras .The Purpose of theAPI was to act as an interface between Application Team (Host) and the device firmware. The hostwould be able to program the parameters he requires, use the API to directly switch between theavailable states and based on the inputs provided, API would write/modify the device firmware

Analyzed various types of defects during the manufacturing of CFLIdentify the defects on each and every machinery during the manufacturing of CFL like Bend crack,Powder Blow Off, Fusion crack ,coil cut etcCalculated the wastage/input ratio at every machine. It varied from .2 % to 22 % depending upon themachine.Analyzed the reason and suggested measures to reduce the wastage like automate the system forcontrolling temperature as it was observed that 35% of wastage was due to improper monitoring oftemperature control and suggested some other measures as wellACADEMIC PROJECTS; Frequency Domain Link Adaptation in OFDMA based cellular packet data Goa, IndiaDuring the course of this semester project at BITS-PILANI, we investigated link adaptation techniquesto improve the performance over transmission channel

Master’S Degree, Management Information Systems, General

Activities and Societies: EnactusProject Leader at Crowd Funding Project

Bachelor Of Engineering (Be) & Msc(Hons), Electronics And Instrumentation And Economics(Hons)

B.E. (Hons; M.Sc, Electronics & Instrumentation; Economics

All India

Education record