Ritesh Kumar Agarwal Email & Phone Number

Bengaluru, Ka, In

• Build out Customer Success Plans that align technical concepts and features to business needs.• Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews.• Collect and analyze feedback from customers, stakeholders, and other teams to shape requirements, features and end products.• Develop strong, long-term and loyal client relationships at the operational level.• Promote best practices and maintain consistency in the quality of team-customer interactions.• Working closely with project sponsor, cross-functional teams, and assigned TL/Managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives.• Knows and understands the market and Marketing best practices. Ensures superior value delivered to customers/markets.• Identity areas to optimize workflow and processes to streamline efficiency.• Prioritize and track progress for tasks associated with Ops development to ensure key project milestones are met.• Prioritize the implementation of new features and set specific timeline.• Led cross-functional teams in achieving customer success through strategic OKR management.• Ensuring data accuracy and resolving data mismatches to enhance client success.• Improving the effectiveness and efficiency of Customer Success and Professional Services teams.

• Planning and overseeing daily operations to ensure customer satisfaction through routineactivities.• Guide the Tech and Support Team as per the requirements of the Client/END User withrunning problem.• Manage CRM systems and develop metrics to measure customer service success.• Reporting, reviewing, and analyzing data for team growth.• Guide Ops team for deployment of the CRM Application changes, workflow configuration &creating consoles and operational Docs support.• Gather insights from across the team and conduct external research and usability studies tounderstand how customers are interacting with the product and develop enhancementsbased on the results/analysis.• Enhance CRM features continuously to increase engagement and conversions.• Understand business requirements for the organization and provide necessary solution forbusiness needs & growth.• Reduced the TAT for customer support tickets (over 350 tickets) from 48 hours to 22 hours.• Supporting team in solving customer's queries, bridging any gaps between internal teams,and learners and mentors, etc.• Ensure all team members go through an end-to-end on boarding and training process toensure learner satisfaction.• Recognize opportunities and potential risks within the team and among customers.• Innovate new approaches to team collaboration and customer interactions.• Address escalations from team members effectively.

Hyderabad, Telangana, India

● Built a team from scratch to manage the entire operation (18 to 60 nos.)● Revamped operational guidelines for marketing webinars, which led to a drastic change in – registrations increased by 95.50%, attendees increased by 87%, and the enrollments increased by 94%.● Reduced the TAT for customer support tickets (over 500 tickets) from 40 hours to 18 hours.● Understand business requirements for the organization and provide necessary solution for business needs & growth.● Improving the operational systems and processes in support of organizations mission, support better management reporting, information flow and management, business process, and organizational planning with strategic goals and liaise.● Drive Organization initiatives across teams that contribute to long-term operational excellence. Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.● Set strategic goals and liaise with director to make decisions for operational activities.● Manage relationships/agreements with external partners/vendors.● Evaluate overall performance by gathering, analyzing and interpreting data and metrics.● Oversee customer support processes and organize them to enhance customer satisfaction.● Review financial information and adjust operational budgets to promote profitability.

Hyderabad

● Deliver presentations and provide recommendations to the senior leadership.● Ensuring that all tasks are completed in a correct, cost-effective, and timely manner in alignment with specifications and quality requirements of our clients.● Managing training programs of staff to ensure that everyone is performing adequately in their role● Analyzing health report for better understanding of current status of the various departments.● Interacting with stakeholders throughout the organization on Data Management Initiatives.● A major refinement of operational guidelines for marketing webinars resulted in a dramatic increase in registrations, attendees, and enrollments.● Initiated a weekly detractor monitoring mechanism to increase accountability, improve resolution times, and ensure a smooth closure with clients.● Collaboration with delivery, academics, marketing, sales, and content teams on process planning, system design, and bringing in initiatives to ensure best-in-class learning experiences.● Manage a team, be in charge of training sessions for new team members, and coach the team on process compliance.

Hyderabad Area, India

Client name: -Global Foundries (Malta, U.S. & Dresden, Germany)Responsibilities:-• Testing ERP SAP PM, MM ECC with UI5 Fiori application functionality.• Executing Automation Script for SAP web based UI5 Fiori Application.• Executing scripts on Protractor Tool for Angular and AngularJS applications.• Providing support and updating the Automation Script.• Experience in testing Odata services for SAP UI5.• Prepare Master data for SAP PM, MM testing.• Experience in testing the exchange of information b/w process through SAP IDOC.• Testing ERP Functionality with other application i.e. Oracle, Si-view, People-soft in Quality server.• Release Activity: Planning and Effort estimations, Requirement Analysis, Test Planning, Test case design and execution, Bug tracking and Test summary report.• Bug tracking and updating the client with solutions.• Performing Functional, Regression Testing, Exploratory Testing & Smoke Testing.• Worked on Integration Testing and Defect Management.• Test Integration of SAP PM, MM Functionality with MES (Manufacturing Execution Systems).

Mumbai Area, India

Client name: - WASL (Based In Dubai).Responsibilities:-• Worked as Onsite Co-oridantor in Dubai at client site for ERP testing PM, MM module.• Documentation as per project requirement such as FS, Test Cases, Test scenarios, UAT, AS-IS, TO-BE (Business Blueprint Document).• Integration Testing of ERP (SAP module) with other application.• Issue tracking and updating the client with solutions.• Coordinating with basis and explaining concept of report requirement for them to develop.• Managing and development of reports as per client requirement.• As team member, resolve tickets allotted to me by the coordinator.• Co-ordinate with technical team member and provide solutions to resolve issues / tickets.• Solving problems in the streamline process during day-to-day transactions.• Interacting with end users (if required) through Net meetings/phones/mails for resolving the issues based on severity levels.

Hyderabad Area, India

Support project--Client name: - JOMEL (Based in Saudi Arabia)Environment: - SAP ECC 6.0.Modules: - SAP PM & WCMRole Description: - SAP PM & WCM Functional Consultant.• Fixing the different Issues in the PM and WCM Module.• Issue tracking and updating the client with solutions.• Coordinating with basis and explaining concept of report requirement for them to develop.• Managing and development of reports as per client requirement.• As team member, resolve tickets allotted to me by the coordinator.• Co-ordinate with technical team member and provide functional specs to resolve issues / tickets.• Solving problems in the streamline process during day-to-day transactions• Interacting with end users (if required) through Net meetings/phones/mails for resolving the issues based on severity levels.

Bokaro Area, India

Implementation Project:-Client Name: ESLEnvironment: SAP ECC 6.0Modules : SAP Plant maintenanceRole Description: Functional ConsultantRESPONSIBILITIES: (Functional Activities)• Preparation of AS-IS, To-be, documents.• Settings of Technical Objects.• Configuration activities (SPRO): Task Lists- Equipment, Functional Location, General. Planned Maintenance- Strategies, Packages, Maintenance Items, Plans, Scheduling Orders and Notifications.  Handled Integration areas with Materials Management module. • Defining Types of Technical Objects.• Defining Plant Sections, Planner Groups, ABC Indicators, Authorization Groups• Set View Profiles for Technical Objects.• Create Structure Indicator for Reference Locations/ Functional Locations.• Settings for Master Data (Functional Location, Equipment, Maintenance Plan, Task List).• Defining Category of Functional Location, Equipment Categories.• Settings Measuring Points, Counters and Measurement Documents.• Defining BOM Usages.• Maintain Maintenance Work Centre, Maintenance Planning Plant.• Settings Maintenance and Service Notifications Define Notification Types.• Settings Maintenance and Service Orders Configure Order Types.• The areas of implementation was taken up for following Activities:-• Managing Technical objects.• Maintenance Process Management.• Integration with MM, PS and QM.• Solving daily tickets related to PM.• Responsible for training and support to the End Users.

Bachelor Of Technology - Btech, Electronics And Communications Engineering, 1St

Activities and Societies: Cricket, Badminton, Community Building, etc.

Intermediate, Pcm (Physics, Chemistry, Mathematics) Graduate, 1St

Emphasize the skills gained through your Intermediate PCM program, such as problem-solving, analytical thinking, mathematical modeling.

High School, All, 1St