R Ranjan Dash Email and Phone Number

• Leading team of Quality managers to drive Quality charter across logos delivering Cloud infrastructure support for Americas region. • Being the voice of the customer within the organization and facilitate actions to enhance client satisfaction. Where required, interact with the customer to understand their pain points and address concerns.• Driving continuous improvements projects impacting $ savings for Wipro and Customer• Enable accounts with levers to optimize and come out of the loss-making zone• Drive end to end annual Customer Satisfaction survey for aligned service line.• Responsible for sustaining ISO 9K, ISO 20K & 27K certification for the supported accounts. • Part of hyper care team to drive get to green initiatives for red accounts

. Leading Quality team to deploy Quality Management procedures & practices across Service Desk operations for international clients through India Delivery Centers.. Responsible to Institutionalize quality culture & improve Service Desk Competency globally.. Prime owner to approve/ provide Service Desk solution & Quality FTE sizing.. Focus on governance to enable teams to achieve high-quality customer experience.. Working with Delivery heads & Global Quality head to drive cost optimization & various automation projects

Key Highlights: As Associate Director - July 2017 - September 2019• Spearheaded a team of 4 Quality Managers and 1 Sr. Analyst to drive ITSM, MIS Reporting & Service improvements • Headed the overall development and integration of platforms for Digital Operations and Governance• Drove process re-engineering operations to reduce cost & cycle time with improved efficiency• Directed Integrated Quality Management System (iQMS) built on ISO 20k & ISO 27K for Microland• Ensured effective process standardization & usage of machine learning practice across account delivery• Coordinated with CXOs/CDO to enhance service delivery and drive organizational changes• Represented Microland’s process capabilities at various forums & to prospective customers• Contributed as RCA provider for critical misses/ escalations for CMD’s officeAs Sr. Manager - Oct 2015 - Jun 2017 •Developed and executed functional roadmaps & sustenance models of QMS process & practices•Directed process & ITSM Tool related GAP assessments for Microland clients & accounts•Played a major role in defining & implementing many maturity models and processes for the company• Delivered role based training for Account Heads/ Delivery Heads/ Service Managers • Participated in customer specific and external audits & assessments against ITSM & ISMSAs Quality Manager/Consultant/Lead: May 2011 – Sep 2015• Spearheaded a 15 members team towards delivery of MIS reports and transnational audits for multiple accounts• Successfully managed multiple end-to-end service offshoring activities from due diligence to go live• Headed the transition of several critical services & handed over the same to Delivery Teams• Drove numerous automation projects in accounts by rendering business logic to Automation Team• Worked as a part of cross-functional Solution Architecture Team for many RFPs

• Responsible for end to end MIS reporting of all the KPI/ Metrics associated with the accounts• Presented performance score cards / metric sheets with detailed analysis to customer counterparts• Involved in training and enhancing Excel Skills of the group as a stretch activity• Actively participated in various calls with the Incident teams to get an update for any breach tickets• Contributed towards automating many MIS reports using XL macros

• Conducted Transactional audits & provided continuous feedback for 45+ TSEs• Maintained high-level of process compliance across the teams• Analyzed customer feedbacks to identify gaps and opportunity to improve process & Engineers• Key members to drive Site Level Calibrations with Global Quality Teams

• Provided Technical Support to Consumer segment for Dell home systems with high CSAT & low AHT• Provided no boundary support for wireless and wired networks for all Dell XPS users• Solving Software related issues with Operating System and other applications provided by Dell.

• Troubleshooting USB DSL modems, Routers and to help UK based customers.• Configuring the Outlook Express to send and receive email using the Tiscali servers.• Assisting the customers to set up dial up connection by phone.• Troubleshooting issues related to IE settings and windows.• Supporting customer who have problems with the ISP in Window OS (Win 98, WinME and Win XP).