Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Interests
Timeline
Generic
Pradeep V

Pradeep V

Director, IT and Customer Experience
BANGALORE,KARNATAKA

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success and generate revenue. Domain expertise in Technology Practices, Sales, Customer Experience and Program Management

Overview

22
22
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Director, IT

Flipkart Internet Pvt Ltd
01.2014 - Current
  • Worked closely with organisational leadership and IT-Cx leadership council to guide operational strategy for M&As, Cx teams and Ekart (supply chain)
  • Heading IT practices for ANS Commerce (India's Shopify) and Flipkart Healthplus (Flipkart group's e-pharmacy arm) managing security, infrastructure, service delivery and corporate apps; during this tenure, we saw a YoY growth of 13% and 10%, respectively for ANS and FKH
  • Formed strategic partnerships with Flipkart Customer Experience teams in customer support with true omni-channel digital experience
  • Responsible for CABN (Cart Abandonment) Queue generating revenues exceeding 700 Crores in 2023 (within 1.5 years of inception with an operating margin of 24%) Managing a strong 1K sales reps spanning 5 categories of Flipkart
  • Also responsible for Unified communications practice across all group companies of Flipkart; played pivotal role in transformation of meeting rooms (500+) and building hybrid friendly collaboration products.
  • Negotiated price and service with customers and vendors to decrease expenses and adopted new technologies such as open source platforms, LLMs and trained ML models on speech & text; managing a portfolio of SaaS, on-premise and open source products spanning 100+ Crores INR

Project/Senior Program Management Advisor

Dell Technologies Ltd
09.2001 - 12.2013
  • Proven ability to develop and implement creative IVR & Telecom solutions across 4 continents
  • Reported regularly to managers on project budget, progress, and technical problems. Helped save costs of up to USD 2 Million per year in dispatch accuracy for XPS laptops and desktops
  • Monitored project progress, identified risks and took corrective action as needed. Audacious goal to merge add-on sales with technical support yielded YoY growth of software services by 40% consistently
  • Analyzed project performance data to identify areas of improvement. Implemented new tech stacks such as speech analytics & work force optimisation products helping save 10% opex in US consumer business
  • Maintained open communication by presenting regular updates on project status to customers. Road shows of new product releases organised across India offices.
  • Demonstrated strong organizational and time management skills while managing multiple projects. Inception of Out of Warranty Sales queue saw 210% YoY revenue jump with a close rate of 35%
  • Recruited and oversaw personnel to achieve performance and quality targets. Hired more than 2K tech support associates in my people manager stint spanning 10 years
  • Passionate about learning and committed to continual improvement. Exceptional Performance across Sales Queues, Crown Jewel product support: Dell XPS, Creating new avenues such as Dell Software Support SKUs and generating revenue

Education

MBA - Information Technology

Bharathiar University
Coimbatore
06.2012 - 06.2014

Diploma - Bangalore University - Computer Science

Acharya Patashala Polytechnic
Bengaluru, India
06.1996 - 01.1999

Skills

Project /Program Management

undefined

Accomplishments

GMV impact of 700 Crores via CABN queue and added 5 new categories in a year since inception; introduced auto-dialer solution with speech recognition and top-class CRM technology for sales with live assist PoC (WIP)


Created Remote worker solutions to 20K+ employees across Flipkart; won the CEO biz excellence annual award 2020


Transformed Customer Support services of flipkart by introducing new cutting edge products; Cx of the Year 2023 Award from Brainalytics; managed 10K customer support associates via BPO services; 550 FTEs in captive setup, spanning 25 call centres across India


Consistent and highly performing engineering resources; Created open source based telephony stacks for the first time in Flipkart; Kool and the Gang Award 2021


Enabled Standard IT services to our M&A companies: ANS and Flipkart healthplus; Result: improved NIST score of information security to 2.2 and 3.2, respectively; managing financial Dbs, procurement and HRMS/payroll solutions across 1500 employees


Area Manager at Dell for US Consumer Laptops, Wireless & Desktops; Managed over 4K users spanning 4 captive centres across India


Dell Consumer Out of Warranty Sales - Increased revenue to 210% YoY with strong profit margins (45%) across the board


Software

Telephony softwares

Awx/Ansible

Cloud Computing

Python, Nodejs, Java

Interests

Reading Books

Astronomy/Astrophysics

Fingerstyle Guitar Style

Timeline

Director, IT

Flipkart Internet Pvt Ltd
01.2014 - Current

MBA - Information Technology

Bharathiar University
06.2012 - 06.2014

Project/Senior Program Management Advisor

Dell Technologies Ltd
09.2001 - 12.2013

Diploma - Bangalore University - Computer Science

Acharya Patashala Polytechnic
06.1996 - 01.1999

Similar Profiles

CREATE PROFILE
Pradeep VDirector, IT and Customer Experience