Ramesh Varadharajan Email & Phone Number

Pune, Mh, In

San Francisco, California, Us

Leading the Operations, Delivery and Strategy for Offshoring, Outsourcing 1) Vendor Management with end-to-end operations for a mid-size team (150FTEs) 2)Subject Matter Expertise (SME) in BPO Relationships(contractual obligations, implementation, workflow transition, performance management, and strategic initiatives) 3)Financial Acumen and Budgeting Skills-working with invoices, and enhancing corporate profitability (P&L) manage costs and optimize resources 4)Performance Governance and Change Management -performance governance, change control, contact centre management, BCP,operational resilience 5)Knowledge of Industry Standards and Best Practices: Familiarity with industry standards such as COPC, ISO, and Six Sigma 6)Consulting and Customer Handling Experience problem-solving, client relations, and delivering exceptional service quality 7)Transition Management , on boarding new BPO partners, Escallation managemente

Durham, North Carolina, Us

Head of Global Support for the new SaaS product Digital Trial Management (DTMS). Develop the Technology stack, Manage the Budget, Design and implement the support model, Hire , develop support team , Work with Development team on product build, Testing; engage on Implementation, contribute to product release and upgrades, Ensure regulatory compliance, Client experience and growth, Participated in Sales and RFP process

Chicago, Il, Us

Site collaboration leader,Global Client Support and Service Delivery teams –a) Global service center- Contact center responsible for the tier-1 & 2 support calls (Voice, web & Chat); b)Client portal & Finance - Supporting Customer portal , eServices, Finance C) Global Technology Enablement &Analysis -Developing new applications; Reporting &Data analysis ,MIS, Board reporting; Supporting SFDC CRM, SharePoint, ACD(Interactive Intelligence-I3) & Knowledge systems, IT Projects d) eService- With the goal to improve client experience and deflect cases to portal, Automation, Identifying proactive support opportunities, Improve knowledge management. e)Learning and Development-Delivering Communication, soft skills, product trainings and building eLearning.f) 24/7 After hours Support operations and Critical case management G) Incident and Problem Management

Chicago, Il, Us

Setup and Managed the Global Support Technology Enablement function. Implemented and migrated CRM tools- Clarify, Oracle CRMOnDemand, Salesforce.com, ServiceNow. Leveraged the Knowledge Centric Support model for eSerice initiatives. Setup the Quality Management team . Implemented ACD and QA tools- Cisco, Genesys (Integrated Intelligence). Developed in house Assessment tool and Conference management application. Managed the Reporting& Analysis teams. Transitioned the Learning and Development team and delivered various communication,Technical and e learning content

Redmond, Washington, Us

Leading the management & development of a L3 team of Support/Escalation Engineers to deliver the highest level of customer satisfaction to Microsoft customers in EMEA region. Interacting with the customers on a regular basis to enhance customer experience. Managed the System Center (SMS, SCCM, SCOM, MOM, and SCE) & Networking Product Support team-. Traveled to UK, Germany for customer and Stakeholder meetings.Developing teams providing support for Premier & Professional Microsoft Customers. Hire, Retain, Develop, conduct appraisals and operate with in the budgets.

San Jose, California, Us

Managing the Global IT helpdesk team in Pune & ensuring high quality IT support is provided to employees. Undertaking new IT initiatives. Delivering management metrics of Helpdesk performance and ensure optimization of team in achieving performance targets. As a part of the Global team, responsible for adherence to global and local policies. Executing effective staffing and scheduling for a 24/7 uninterrupted operation.

Pittsford (Rochester), Ny, Us

Managed the support projects of clients like Sohoware, Sony and HP . Was part of the initial startup team in India. Worked on client transitions, Presentation for new prospective clients. Monitoring overall workflow, Queue Management during shift for optimum utilization of resources. Preparing periodic call metrics data reports for higher management, Management of any emergency work situations on the floor. Handling a gamut of tasks entailing: Counter checking of shift schedules, Supervising Project level improvement in productivities & quality of performance, Maintenance of highest levels of professional skills of agents/ team leads & Program compliance on COPC.

Demonstrated abilities in setting up branch operations in Madurai & Coimbatore.Successfully set up support Helpdesk & coordinated functioning of resellers ,dealers in Chennai, Coimbatore, Erode and Salem & Tirupur. Devised effective strategies to achieve top line and bottom line profitability of the organization. Identified potential markets; developed potential clients in the targeted markets/industries. Managed 45 pre sales & Support executives.

Involved in Sales of Wipro, Digital Computer Systems, & Hp peripherals. Company ranked as No. 1 in India for HP plotter Sales & achieved good results in Wipro System sales. Got selected for attending the Wipro Marketing Programs.

Doctor Of Philosophy - Phd, Non-Profit/Public/Organizational Management

Mba - Master Of Business Administration, Health Care Management

Data Anlysis For Health Care Management, Data Analytics

3 Tp Seniors Leaders Program, Business Administration And Management, General

Leading Responsibly: Strategic Csr For Corporate Advantage, Corporate Social Responsiblity

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Diploma In Electrical And Electronics Engineering., Electrical And Electronics Engineering.