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Work Background
Eterno Infotech Pvt. Ltd. (Dailyhunt)Deputy Director - Strategy, Growth Hack and Operations
Apr. 2021Bengaluru, Karnataka, IndiaWorking in this organization currently as a Deputy Director, I have been planning and implementing workable strategies for maximizing user engagement. Further, • My major role relied on recruiting suitable employees, on-boarding agencies with fair prices, and organizing successful training programs for them.
• Here, I took on the onus of maintaining profitable and trust-based relationships with clients and executing initiatives to improve customer experience.
• As an excellent problem solver, I anticipate potential issues, take measures to resolve them, and explore areas of value addition for ensuring customer satisfaction. • Initiating knowledge management activities to meet/ exceed organizational objectives was one of my accomplishments. • Also, preparing program goals and objectives and evaluating the progress/ effectiveness of all staff have been my additional responsibilities.
• To maintain service excellence, I delve into assisting team members to achieve project deliverables within the required time frame and offering deliverables as per requirement.
VerSe InnovationAssociate Director - Content Strategy, Growth Hack & User Engagement
May. 2015 - Mar. 2021Bengaluru, Karnataka, IndiaActively involved in executing workable strategies to maximize revenue and focusing on process enhancements across value-chain activities like operations, marketing, and strategies. Additionally, • Mapping user requirements according to clients’ needs, scheduling business meetings for exploring growth opportunities, and managing sales and service operations were been my much-satisfied job.
• As a strategic leader, I directed large-scale user programs and administered various initiatives that included process management, process improvement, re-engineering, user satisfaction measurement and improvement, and capability building.
• Also, I have collaborated with the company’s larger learning plan and initiated knowledge management activities for enhancing team performance as well as achieving business objectives. • I worked towards maintaining excellence in service operations, supporting organizational performance, and ensuring proactive thought leadership to achieve product, business, and account objectives. • In addition, I coordinated with cross-functional and international team members to frame and participate in strategy development that enhanced productivity and achieved better overall business results.
• Resolving escalations and owner-related issues made possible by Interaction with organizational personnel.
• I took part in project planning, scheduling, offering customized business solutions, and monitoring all account activities. • Creating processes from scratch and driving innovative strategies to leverage the growth in business volumes/ achieve profitable targets were been my responsibilities. • To ensure team development, I determined suitable training methodologies, evaluated the effectiveness of course programs, and improved team performance based on KPIs by creating a strong review mechanism.
SOA IT Solutions Pvt. Ltd. (SOAIS)Support (Project) Manager
Apr. 2014 - Apr. 2015Bengaluru Area, IndiaThe following were my important tasks as a support manager:
• Managed day-to-day project delivery operations by ensuring compliance to SLA parameters in resolution / rectification of issues
• Collaborated with project leaders to ensure that the project budget met financial and company goals, with a focus on proactively ensuring adherence to the change control process.
• Reviewed Salesforce cases / tickets & team responses to ensure the support processes were being followed as agreed upon
• Published weekly status reports & monthly statistics of project progress to stakeholders
Pilani Soft Labs Pvt. Ltd. (redBus.in)Manager (Technical Support & Inventory Operations)
Sep. 2011 - Mar. 2014Bengaluru Area, IndiaAssessing system performance, recommending improvements, and ensuring data according to legal guidelines have been my major roles. Also, I:
• Managed product support teams providing adequate support to the teams using the products (viz. Call Center, Operations, Finance, etc.)
• Closely coordinated with Engineering/Product teams & partnering software companies
Axentis Software, BangaloreProduct Support Engineer
Mar. 2010 - Sep. 2011Bengaluru Area, IndiaBy skilfully handling tech requests filed by end-users, I have attained excellence in customer service operations.
• Troubleshooting, resolving errors and log details for customers, and updating the reports were my primary duties.
• Acting quickly to analyze available data, finding the root cause of issues, and developing strategic solutions to resolve issues were my accomplishments.
Infosense Technologies, BangaloreSoftware Engineer
Jul. 2007 - Mar. 2010Bengaluru Area, IndiaAs a software engineer, I excelled in executing full software development lifecycle. Also,
• I have developed flowcharts, layouts, and documentation to identify requirements and solutions.
• Used technical and creative skills in troubleshooting processes and solved new and ongoing problems in software engineering.
Silicon Softwares, BhubaneswarSr. Programming Engineer
Aug. 2005 - Jul. 2007Bhubaneshwar Area, IndiaHere, I worked with upper management to define software requirements and took the lead on operational and technical projects.
• Developing high-quality software design and architecture, automating tasks through appropriate tools and scripting, and reviewing/ debugging code were my responsibilities.
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