Reading, Public Speaking, Community Service, Driving, Football
Gagan Ramachandra
Business Strategy Lead
Bangalore
Summary
Forward-thinking leader skilled at managing teams efficiently to meet goals.
Experienced in management, customer centricity, quality assurance, sentiment conversion and managing high-value clients. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Lead Strategy, Sales & After-Sales
Mahavir Motors, Mercedes-Benz
Hyderabad
10.2022 - Current
- Identified root causes of recurring issues through rigorous problem-solving techniques, developing long-term solutions to prevent recurrence.
- Managed kaizen events focused on specific areas of improvement, delivering targeted results quickly and effectively.
- Managed development and implementation of standard work documents, ensuring consistency in operations while maximizing efficiency.
- Developed and executed strategic plans for process improvement, driving operational excellence across organization.
- Led cross-functional teams in continuous improvement projects, resulting in enhanced productivity and reduced costs.
- Trained staff on Lean methodologies, empowering employees to identify and address inefficiencies proactively.
- Increased customer satisfaction by improving product quality through robust process controls and proactive defect prevention measures.
- Drove new high-capacity service center project in Hyderabad to successfully procure permission from OEM. (Facility opening in August 2024)
Director of Operations
Ram Maart Supermarket
Bangalore
07.2020 - 07.2022
- Established the identity of the business with the government and worked to obtain all necessary certifications and licenses including GST, PAN, FSSAI, Department of metrology and more.
- Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
- Assessed final products to check quality and consistency with creative vision.
- Analyzed business needs while soliciting customer feedback for process improvements.
- Single-handedly inventoried 1.6 million rupees of products spanning over 2,500 unique SKUs .
- Did market research and ran promotional projects, both online and offline, that included a website, ads on Google and Facebook, product listing on Amazon, pamphlet design and distribution.
- Having established a supermarket from the ground up, generated annual revenues of 1cr+ with a monthly revenue averaging over 900,000 INR
Quality Program Manager
Google Inc
Hyderabad
08.2018 - 06.2019
- Defined roadmap for Google's internal Quality Management System deployment (automation, machine learning experiments) Identify opportunities for process improvement to drive efficiencies in quality management ecosystem .
- Closed loop across Training, Knowledge Management and Quality ecosystem by monitoring gaps and fixes via scalable tools.
- Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
- Updated guidelines and sampling methodology used globally. Rated “exceeded expectations” by my primary stakeholder. New guidelines implemented into process-flow within 5 months of the pilot.
Customer Escalations Manager
Google Inc
Hyderabad
03.2016 - 06.2019
- Handled complex customer escalations of high-value accounts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Completed over 70 high-profile escalations and achieved a 98.7% sentiment conversion rate with 100% customer satisfaction on converted sentiments .
Associate Account Strategist
Google Inc
Hyderabad
07.2014 - 06.2019
- Implemented innovative ways to improve Google's customer relationships, tailor and share performance-enhancing suggestions and promote other Google products.
- Provided strategic advice and helped Google's advertisers get the best out of their advertising investment by working closely in a consultative role with customers.
- Handled 1800+ high-spend clients who reported 100% customer satisfaction across 3 quarters in a row .
Workflow and Real-time Operations
Google Inc.,
Hyderabad
01.2017 - 09.2018
- Eliminated downtime and maximized revenue through cross-functional collaborations.
- Scheduling and planning for Google's customer service agents across 5 teams in 2 sites supporting 4 key markets: North America, EMEA, India and Asia-Pacific .
- Managed key KPIs such as SLA, turn around time and abandonment rate.
Quality Analyst
Google Inc
Hyderabad
04.2015 - 07.2016
- Created and maintained consistent feedback channel to ensure constant improvement in the level of customer service.
- Analyzed quality trends to develop scalable business plans for long term improvement.
- Crafted training materials and trained 21 incoming team members along with conducting onboarding sessions for 6 batches of new hires.
Education
Diploma - General Management
Jain University
Bangalore, India 04.2011 - 2014.05
Bachelor of commerce - Marketing specialization
Jain University
Bangalore, India 07.2011 - 2014.05
Skills
People management
Accomplishments
- Awarded training champion by Google India. Trainer feedback rating of 4.9 out of 5.
- Site level customer satisfaction awards 3 quarters in a row for 100% customer satisfaction levels.
- Managed and motivated a team resulting in 2nd highest site-level metrics for 2 out of 4 quarters.
- Collaborated with team of 4 in the development of a new service centre proposal for the OEM: Mercedes-Benz India Pvt. Ltd.
Interests
Timeline
Lead Strategy, Sales & After-Sales
Mahavir Motors, Mercedes-Benz
10.2022 - Current
Director of Operations
Ram Maart Supermarket
07.2020 - 07.2022
Quality Program Manager
Google Inc
08.2018 - 06.2019
Workflow and Real-time Operations
Google Inc.,
01.2017 - 09.2018
Customer Escalations Manager
Google Inc
03.2016 - 06.2019
Quality Analyst
Google Inc
04.2015 - 07.2016
Associate Account Strategist
Google Inc
07.2014 - 06.2019
Bachelor of commerce - Marketing specialization
Jain University
07.2011 - 2014.05
Diploma - General Management
Jain University
04.2011 - 2014.05
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