Ambareesh S Nair
Business Operations Manager, Customer Experience (CX) India At Cisco
Bengaluru
Summary
Experienced Program Manager with a demonstrated history of 16+ years working in the computer networking industry. Skilled in Business Process, Process Improvement, Service Delivery, Vendor Management, Operations Management, and Requirements Analysis.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Business Operations Manager, Customer Experience
Cisco Systems, Inc.
Bengaluru
11.2022 - Current
- Ensure CX GO is where people can do their best work
- Execute India Strategy to accelerate Profitable Growth for CX
- Accelerate CX transformation and speed up cross function business decision through standardization and automation of disparate processes, allowing CX employees to spend less cycles to deliver and capture insights.
- Program Managed CX GO Analytics
Black Belt Global Operations and PMO Lead
Cisco Systems India Pvt Limited
Bengaluru
12.2016 - 11.2022
- Member of Black Belt core leadership, with team of niche resources focused on Strategy, Communications, platform development & reporting
- Responsible for strategizing and running overall Black Belt Adoption
- TAM analysis of 200 top revenue generating partners using Tableau & Salesforce dashboards
- Region/Architecture focused Championships through Cross organization Campaigns and reward programs which increased adoption by 52%
- Finalizing the Content Refresh & Program Launch Cycles bringing predictability
- Recent Achievements
- The Hero's Journey Campaign – social media-based campaign to improve the uptake of Black Belt Academy stages which resulted 128% increase in Participant movement from Stage 1 to Stage 2 & 76% increase in Participant movement from Stage 2 to Stage 3
- Conceptualized and drove creation of Black Belt Communications strategy which achieved Top 3 rank throughout financial year
- Drove creation of partner facing reports for Black Belt providing Self-service option to 2000 plus Partners
- Integral Part of think tank working on Black Belt User experience upgrades
- Leading team providing process automatons and improvements through RPA with 7 initial projects identified and 3 completed within quarter, -APJ Partner Organization:
- Driving data Intelligence, development and innovation of standard Programs and Platforms
- Program Manage partner enablement initiative covering over 2000 Partners and 10000+ learners across the regions (Adoption, Marketing, Budget, Enhancements & Automations)
- Managing SE rewards programs on multiple Platforms (program adoption, budget & ROI)
- Manage Sales Incentive Programs for ISV, IHV and influencer partners (program adoption, budget & ROI) influencing USD 19 million worth of revenue
Program Manager
Cisco Systems India Pvt Limited
Bengaluru
10.2015 - 12.2016
- Designed and developed programs and projects for dissemination to personnel
- Participated in pilot tests and revised programs based on feedback and results
- Managed and supervised administrative and daily program operations, complying with policies and regulations
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences
- Identified program obstacles and communicated possible impacts to team
- Leveraged project management processes and tools to define and execute projects
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives
- Achievement- Gold-Rush program run for improving adoption of Opportunity Hunting program in India which showed 60% increase in adoption
Assistant Manager -Partner Program Support
Infosys BPM
Hangzhou
06.2006 - 08.2015
- Site Leader with 2 teams of Partner program support specialists (120+ HC) covering 13 countries & 8 languages in APJC
- Develop and implement customer service policies and procedures
- Review and assess customer service contracts
- Plan, prioritize and delegate work tasks to ensure proper functioning of department
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Compiled financial data to comply with budget.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Recognized staff for contributions to company success to foster engagement and increase productivity.
Education
MBA - Operations
Symbiosis Center For Distance Learning
Pune 01.2021 - Current
Bachelor of Arts - Economics
Mahatma Gandhi University
Kottayam 01.2003 - 01.2006
Skills
Strategyundefined
Timeline
Business Operations Manager, Customer Experience
Cisco Systems, Inc.
11.2022 - Current
MBA - Operations
Symbiosis Center For Distance Learning
01.2021 - Current
Black Belt Global Operations and PMO Lead
Cisco Systems India Pvt Limited
12.2016 - 11.2022
Program Manager
Cisco Systems India Pvt Limited
10.2015 - 12.2016
Assistant Manager -Partner Program Support
Infosys BPM
06.2006 - 08.2015
Bachelor of Arts - Economics
Mahatma Gandhi University
01.2003 - 01.2006
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