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 with each client. My projects have ranged from BI tool-based sales reporting to deploying digital transformation programs across multiple websites, presentations, digital banners, real-time email messages, email campaigns, and setting up registration data sources, among others.• 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• Helped increase speed-to-market for certain tactics by over 20%• Generated new revenue streams for the company from the client by providing solutions• Subject Matter Expert (SME) for highly complex dynamic email projects• Train newly hired project personnel, as part of their induction program

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 data/voice packs to improve revenue for the organisation. Recommend new plans to customers to help optimise bills and prevent future bill shocks with an objective of future contract conversion of the customer.• 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• Selected to conduct Organizational Development Training programs for employees

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