Shubham Raman Email & Phone Number

Bengaluru, Karnataka, India

As Deputy Manager at Sagility, I led cross-functional initiatives focused on driving operational efficiency, customer success, and organizational growth. Leveraging Lean and Six Sigma methodologies, I implemented process improvements, streamlined workflows, and introduced automation to enhance both operational performance and customer experiences. I played a key role in managing transitions to new delivery centers, aligning service delivery with business objectives, and fostering strong client relationships.My contributions extended to improving customer success strategies by implementing customer-centric processes, enhancing service quality, and driving proactive engagement with clients. By collaborating with internal teams and external stakeholders, I ensured seamless service delivery, optimized KPIs, and supported strategic goals. Through a focus on continuous improvement and team empowerment, I delivered impactful results that enhanced customer satisfaction and business outcomes.

I managed day-to-day operations, ensured project milestones were met, and consistently achieved high CSAT scores. My efforts were recognized with the Operations Excellence Award for meeting and exceeding SLAs. I have a proven track record of driving process improvements, mentoring teams, and fostering a culture of continuous improvement.As Assistant Manager for CX, my responsibilities included hiring and scaling the in-house support team and operations to manage growth and improve customer experience. I built team structures, hired Associates, streamlined processes, identified opportunities for improving agent efficiency and effectiveness, and developed reward & recognition plans, leading to high output and improved retention rates in a demanding operational environment.Key Achievements and Responsibilities:Optimized operations and implemented process changes to deliver metrics and quality across various support channels globally.Enhanced customer satisfaction levels while leading, coaching, and mentoring Team Leads to help them meet their KRAs.Analyzed metrics, reports, and data trends to develop strategies to meet targets.Collaborated with the Automation team to drive RPA and suggest product developments, enhancing user experience and improving support touch points.Managed all performance management activities within the team, including supervision, goal setting, ongoing performance communication, employee engagement, development, reviews, and constructive feedback.Determined customer service requirements through regular client connect, research, and benchmarking best practices while maintaining stakeholder interests.Built, set up, and defined SLAs for the priority escalations team, managing escalations routed to senior management.Achieved a 0% attrition rate in 2022 across all teams.Implemented measures to enhance the overall customer experience by reducing response and resolution times.

Pune, Maharashtra, India

Successfully led and implemented a marketing and promotion project for a client and their product, exhibiting exceptional skills in branding and marketing strategy.Conducted extensive market research and analysis to create a comprehensive database of subject-related information, providing valuable insights into target audiences and their preferences.Developed and executed highly effective branding plans across multiple channels and marketing mix, resulting in increased visibility and brand recognition.Demonstrated outstanding creativity by developing compelling local marketing and promotional materials for both digital and traditional platforms, resulting in increased customer engagement and sales.

Noida Area, India

During my summer internship at Dixon Technologies in Noida, I gained valuable experience in testing and manufacturing consumer electronics. Through this opportunity, I was able to gain a deeper understanding of the operational management involved in production and supply chain. This experience allowed me to develop a strong foundation in the field, and I am eager to apply my skills and knowledge to my future endeavors.

Pgdm, Health/Health Care Administration/Management

Bachelor Of Technology, Electronics & Communication

High School, Science