Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Timeline
Generic

MITHUN RAGHAVARAJU

Bangalore

Summary

Resourceful professional in management operations known for high productivity and efficient task completion. Possess specialized skills in strategic planning, team leadership, and operational improvement. Excel in communication, problem-solving, and adaptability, ensuring seamless execution of business strategies and enhancement of team performance.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Assistant Manager Operations

Infosys BPM LTD
Bangalore
01.2021 - Current
  • Led a team of project coordinators in the successful implementation and optimization of Google Workspace (formerly G Suite) across multiple departments.
  • Resolved customer complaints promptly by providing appropriate solutions.
  • Developed and implemented operational policies and procedures to improve efficiency and customer service.
  • Monitored production processes and quality standards to ensure compliance with company policy.
  • Implemented new policies and procedures to enhance operational efficiencies.
  • Assisted in the development of training materials for new employees.
  • Developed strategies for process improvement, cost reduction and increased customer satisfaction.
  • Provided guidance and training to team members in order to improve their skillset.
  • Identified areas of risk within operations and developed plans for mitigation or elimination of these risks.
  • Assisted senior management in developing long-term strategic plans for the organization's growth.
  • Monitored new employees, evaluated training programs and reported progress to supervisors.
  • Motivated employee performance and satisfaction through fair evaluation, process review and mentoring.

Assistant Manager

Concentrix services India PVT LTD
Bangalore
04.2013 - 10.2019
  • Understand organization’s products, services, procedures and guidelines and communicate same to all team members
  • Monitor calls to ensure that due procedures and quality standards are strictly adhered to
  • Conduct regular review of all agent’s performance and organize training sessions for under performers
  • Assure that the team members have the necessary education and training to effectively participate on the team
  • Managed customer service inquiries and complaints in a timely manner.
  • Performed root-cause analysis and preventive measures for repeated escalations.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Resolved conflicts between team members in an effective manner.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Ensuring delivery of KPIs like SLA, CSAT, AHT, Abandon%, Attrition%, Quality.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Established processes for monitoring customer satisfaction levels.
  • Motivating and driving Team for achieving Process Level Targets
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center.

Senior Interface Analyst (HL7 & EHR Implementations)

Apollo Health Street PVT LTD
Hyderabad
12.2010 - 05.2012
  • Over 1 year and 6 months of experience as Interface Analyst working with large clinical laboratory companies like Labcorp, Quest and Other standard labs
  • Knowledge of HL7 messaging, design and implementation, FTP communications and associated tools
  • Expertise in implementation of Interfaces on different platforms like AIX (Unix) & Windows server
  • Expertise on US health care, HIPAA
  • Worked on US health care applications like Allscripts EHR, Allscripts Myway and Allscripts PM
  • Upgraded applications as well as databases on the client server using SQL database language like DDL, DML, DCL, TCL and troubleshot issues relating to application upgrades, interface setup.
  • Client communication included scheduling upgrades, providing updates during upgrades, troubleshooting issues, clarifying doubts posted by clients and post upgrade follow-up
  • Worked directly with external customers and IT vendors on the installation of interfaces
  • Responsible for configuring, implementing, and testing Hospital Information System interfaces, including Patient Demographics, Orders, Results, Billing, Inventory
  • Managing multiple projects concurrently, monitoring the status of projects containing multiple resources and escalating issues when appropriate
  • Participating in “go-live' deployment of integrated application systems and troubleshooting and optimizing any functional issues that may arise
  • Providing post-implementation support for client hospitals.

Senior Technical Support

Dell International Services
Hyderabad
09.2009 - 09.2010
  • Provided technical support to customers, troubleshooting hardware and software issues related to Dell products and services
  • Demonstrated expertise in diagnosing and resolving complex technical problems, ensuring minimal downtime and high customer satisfaction
  • Collaborated with product development teams to communicate customer feedback and identify opportunities for product improvement
  • Assisted in the development of support documentation, knowledge base articles, and training materials for internal and external use
  • Maintained knowledge base of known issues, troubleshooting steps, and resolutions for customer inquiries.
  • Tracked progress of open cases using ticketing systems such as CRM.
  • Installed applications, operating systems, security patches according to company standards.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Served as a mentor to junior support team members, providing guidance and assistance to facilitate their professional growth.

Technical Support Associate

Sutherland global Services
Chennai
04.2008 - 05.2009
  • Provide technical support to customers via phone, email, and chat, diagnosing and resolving hardware and software issues related to Dell products and services
  • Troubleshoot connectivity issues, software configurations, and peripheral device problems to ensure optimal performance and functionality
  • Utilize ticketing systems to log, track, and prioritize support requests, ensuring timely resolution and high customer satisfaction
  • Collaborate with cross-functional teams, including product development and engineering, to escalate and resolve complex technical issues
  • Updated knowledge base with new information as needed.
  • Maintain accurate records of customer interactions and resolutions in the support database, contributing to knowledge base articles and FAQs
  • Tracked customer inquiries using CRM software.
  • Continuously update technical knowledge and skills through training sessions and self-study to stay current with industry trends and advancements.

Education

BSC in Biotechnology -

Govt College for Men S.V.University
Kadapa, Andhra Pradesh
04.2007

Medical Lab technology -

St. Joseph’s Junior College
Kadapa, Andhra Pradesh
03.2001

Secondary school certificate -

St. Josephs High school
Kadapa, Andhra Pradesh
03.1999

Skills

  • Operations Management
  • Project Management
  • Business Development
  • Process Improvement
  • Workforce Planning
  • Performance Tracking
  • Customer Engagement
  • Service Delivery Management
  • Staff Training and Development
  • Compliance Monitoring
  • Training and mentoring
  • Customer Service
  • Customer Relationship Management (CRM)
  • System Administration

Certification

  • Six sigma yellow belt certified
  • Project Management
  • Diploma in Computer hardware
  • Diploma in Personal Computer Applications
  • Diploma in Medical Transcription

Personal Information

  • Date of Birth: 05/31/83
  • Nationality: Indian

Languages

  • English
  • Hindi
  • Tamil
  • Telugu

Timeline

Assistant Manager Operations

Infosys BPM LTD
01.2021 - Current

Assistant Manager

Concentrix services India PVT LTD
04.2013 - 10.2019

Senior Interface Analyst (HL7 & EHR Implementations)

Apollo Health Street PVT LTD
12.2010 - 05.2012

Senior Technical Support

Dell International Services
09.2009 - 09.2010

Technical Support Associate

Sutherland global Services
04.2008 - 05.2009

BSC in Biotechnology -

Govt College for Men S.V.University

Medical Lab technology -

St. Joseph’s Junior College

Secondary school certificate -

St. Josephs High school

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