Shivakumar Jayaraman Email & Phone Number

Mumbai Area, India

• I am currently part of a global digital team that manages multiple brands for an American pharmaceutical corporation. I’ve managed multiple vendors, clients, and stakeholders spread across the globe during each project.
• Transformed sales reports to a client BI tool ensuring cost savings and removing vendor dependencies
• Selected to act as client contact during stakeholder transition
• Provide consulting services and solutions for projects and/or issues
• Achieved annual cost savings of $75,000 through implementation and ideation
• Successfully managed website deployments for launch brands

Mumbai, Maharashtra, India

Global Project Management, multiple roles and worked with multiple clients.

Mumbai Area, India

• Relationship Management: Monitor and evaluate customer feedback. Understand VOC to help improve Customer Experience metrics for the process. Act as point of escalation for the team to resolve customer conflicts
• Account Management and upselling: Take ownership of escalated calls and ensure resolution of all issues through regular follow ups with the customer. Resolve billing queries with re-calculation of invoices and upsell.
• Performance Management: Performance monitoring through reports and identifying key areas for improvement, setting goals and achieving them through performance reviews
• Planning: Active Participation in studying call trends, support the Operations planning team with rostering, planning weekly shrinkages to achieve SLA’s

Mumbai Area, India

• People Management: Build & maintain a motivated team of customer service advisors; minimize Attrition and Shrinkage
• Financial Impact: Ensure daily delivery targets are met though schedule adherence for the process
• Operations: Meet productivity & login hours target
• Client: Continuous improvement in client metrics – CSAT and Customer Response

Mumbai Area, India

• People Management: Build a team and maintain a motivated team of customer care specialists
• Financial Impact: Minimise Attrition and Shrinkage
• Operations: Metrics specified by the client from time to time to be in ‘Green Light’
• Quality: Continuous improvement in client metrics; adhere to defined processes° Lead 3 teams with a span of 50 employees and two subject matter experts.
• Chosen to lead the first team of part-time employees recruited by IBM Daksh in January 2007. The success of the pilot batch resulted in the recruitment of a second batch of part-time employees
• Selected to work with the recruitment team for a period of 4 months

Master Of Business Administration (M.B.A.), Human Resources Management/Personnel Administration

Activities and Societies: • Member of the team that secured 1st Place in ‘Marketing U’, an inter-college event organised by Symbiosis.

Bachelor’S Degree, Computer Science

Activities and Societies: Event Organizing Presentations Inter-college Competitions

High School, Ssc

Activities and Societies: Quiz competition, Debate, Drama/Theater, event organising Was the Head Boy during the academic year 1996-97

Master Of Business Administration - Mba