Chetan Rao V
Category Operations Analyst
Bengaluru,KA
Summary
Dedicated and results-oriented professional with a strong background in Category Operations and Customer Service, seeking a challenging position in the Information Technology sector. Adept at managing product lifecycles, ensuring operational excellence, and delivering high-quality customer engagement. Passionate about driving efficiency, improving user satisfaction, and contributing to business growth through process optimization and cross-functional collaboration.
Overview
15
15
years of professional experience
8
8
Certifications
5
5
Languages
Work History
Category Operations
Hewlett-Packard
06.2021 - Current
- Manage end-to-end BTO SKU creation and setup across EMEA and LATAM regions to ensure timely and accurate product launches.
- Ensure real-time availability of product configurations, costs, and system readiness for customer-facing platforms.
- Maintain Initial List Price (ILP) accuracy across full Bill of Materials (BOM) and cost visibility in iCost systems.
- Coordinate New Product Introductions (NPI), content readiness for Partner Portals, and publishing timelines for HP.com.
- Liaise with customer-facing teams to ensure product content and offerings meet customer expectations and timelines.
- Support Global Account pricing, APJ Configuration Matrix, and web release/removal scheduling using PLC MS4 tools.
Team lead
Hewlett-Packard
03.2017 - 05.2021
- Led technical support and customer service teams across multiple regions, ensuring service excellence and SLA compliance.
- Acted as primary escalation point for customer issues, resolving critical cases and driving customer satisfaction.
- Oversaw daily operations, coaching front-line engineers to deliver high-quality service and technical support.
- Built strong customer relationships and ensured alignment between customer needs and operational capabilities.
- Implemented process improvements based on service metrics and customer feedback to enhance overall experience.
- Collaborated with internal stakeholders to streamline communication, reduce service delays, and drive resolution efficiency.
- Delivered performance insights through data analysis and initiated improvement plans to boost operational outcomes.
Social Media Support
Hewlett-Packard
02.2015 - 02.2017
- Providing technical support to relevant posts on HP Forums, Facebook, Twitter, and YouTube.
- Responding and resolving easy to complex technical issues.
- Responding to low-star product reviews, set up product exchanges. (Product Reviews: Amazon, Best Buy, HP Store).
- Ability to effectively communicate and use sound judgment to create positive relationships and brand loyalty in social media channels.
DSO Engineer (Desktop Support Organization)
Hewlett-Packard
03.2013 - 03.2015
- Supporting PS DSO products - Thin Clients, Retail Point of Sales, Workstations and Sprout.
- Providing Best in class service and resolution to all customer and reseller queries / technical issues making every caller a promoter for HP.
- Demonstrating Customer First culture by ensuring end to end ownership of every case/call received.
- Excel on every goal and metric defined by the organization.
Technical support engineer
Hewlett-Packard
04.2010 - 02.2013
- Deliver expert technical support for notebook (laptop) customers via phone and chat, ensuring prompt and effective resolution of hardware and software issues.
- Consistently achieve and exceed performance metrics set by management, including customer satisfaction, first call resolution (FCR), call quality, and productivity targets.
- Utilize remote access tools to diagnose, troubleshoot, and resolve technical problems, providing seamless support experiences for customers.
- Prioritize First Call Resolution, aiming to resolve customer concerns efficiently within the initial interaction.
- Generate additional revenue opportunities by identifying customer needs and promoting suitable HP products, solutions, and services over the phone.
- Foster positive customer relationships through clear communication, active listening, and a customer-first mindset.
Education
MBA -
Sikkim Manipal University
BCom - undefined
Mysore University
Skills
Product & SKU Management
Customer Relationship Management (CRM)
Technical Support Operations
Cross-Functional Collaboration
Escalation Management
SLA & KPI Monitoring
NPI & Product Lifecycle
IT Systems (SAP, iCost, PLC MS4)
Certification
CompTIA A+ Certified
Personal Information
- Passionate football enthusiast with a love for team dynamics and strategy
- Enjoy listening to a wide range of music genres for relaxation and inspiration
- Movie buff with a keen interest in storytelling and cinematography
Timeline
Category Operations
Hewlett-Packard
06.2021 - Current
Team lead
Hewlett-Packard
03.2017 - 05.2021
Social Media Support
Hewlett-Packard
02.2015 - 02.2017
DSO Engineer (Desktop Support Organization)
Hewlett-Packard
03.2013 - 03.2015
Technical support engineer
Hewlett-Packard
04.2010 - 02.2013
BCom - undefined
Mysore University
MBA -
Sikkim Manipal University