Raghavendra S
Senior Manager II | CX PM COE [PMO]
Bengaluru
Summary
Result-oriented, dynamic professional with 20+ years of progressive experience in conceptualizing & managing a wide range of roles in Program/Project Management, L&D, Technical/Incident Support Operations
Overview
29
29
years of professional experience
2026
2026
years of post-secondary education
7
7
Certifications
Work History
Senior Manager II | CX PM COE [PMO]
Flipkart Internet Private Ltd
10.2014 - Current
- Responsible to facilitate / deliver projects for FK CX following the structured approach end to end
- Transition newly inducted Partner sites through RFP initiation ~ closure, Readiness aspect of IT & Infra, Hiring, Training & Graduation (successfully transitioned ~10 Partner locations)
- Set up governance for the completed projects post transition & audit the same from time to time for any deviations
- Ensure the success metrics agreed are delivered through project implementation
- Some of Mega projects handled || FK Big Billion Days (since 2018) Plus Setting up Control Tower during the Sale Event, Skilled Based Routing (Avaya Telephony), Call Me Back Routing (Strowger Technology), Mobile Tech Visit (Smartchk, Blanco), Implementation & Operationalization of Consultant CRM (Smart Assist, Kapture], Auto-IN (L2 IMS), AIDER (Customized DT), L2 Consolidation (Captive Center) – RFP/Partner Identification/IT/Infra/Hiring/Training/Graduation, Revenue Leakage Charter, New Program Launches || VIP+, Shopsy, Lockin (FK+), Emerald (2GUD), FK Health+, Group Buying, 2-Wheeler, Affiliate Program, Grocery, FK Minutes, Intro of Vernacular Languages, Test of Design
Assistant Manager | Training & Transition
Infinite Computer Solutions Ltd
01.2011 - 11.2013
- Company Overview: Infinite Computer Solutions, a software development company ventured into the ITES segment in the year 2010
- The contact centre mainly concentrates on RIMS (Remote Infrastructure Management Service) supporting customers residing in US / Canada / UK / Australia on Microsoft OS, Printer, Internet, Security and other Applications
- Lead & drive the training team to align the performance of production floor towards operational metrics agreed
- Simultaneously enhance & equip FLAs with the right kind of support through constant intervention through refresher/coaching sessions from the training team
- Also conduct T3 & assess newly onboarded trainers
- Prepare RFI and RFP as per the organizational needs to participate in the business opportunities
- Be a part of the discussions to close on the new programs
- Define the process and structure to run the new on-boarded programs
- Handle the Incident Management process and involve in designing the Help Desk, Incident Management process with ITIL v3 framework
- Infinite Computer Solutions, a software development company ventured into the ITES segment in the year 2010
- The contact centre mainly concentrates on RIMS (Remote Infrastructure Management Service) supporting customers residing in US / Canada / UK / Australia on Microsoft OS, Printer, Internet, Security and other Applications
Lead | Subject Matter Expert
E4E Business Solutions (P) Ltd
03.2010 - 01.2011
- Company Overview: E4E is a contact centre catering the needs of both domestic as well as international customers
- The contact centre mainly concentrates on RIMS (Remote Infrastructure Management Service) supporting customers residing in US / Canada / UK / Australia on Microsoft OS Issues and other Applications
- Lead all the SMEs & Trainers to ensure the smooth functioning of Training Delivery
- Also was responsible for the training of new hires and performance of BQ Teams aligned
- Ensure the targeted SLAs are met as per the client requirement
- Participate in WBR, MBR & QBR to understand the business stand
- E4E is a contact centre catering the needs of both domestic as well as international customers
- The contact centre mainly concentrates on RIMS (Remote Infrastructure Management Service) supporting customers residing in US / Canada / UK / Australia on Microsoft OS Issues and other Applications
Team Manager | Technical & Customer Service
Mainstay Teleservices (P) Ltd
05.2005 - 02.2010
- Company Overview: Mainstay is a contact centre which has diverse UK / US processes
- The support imparted was both to technical as well as customer service
- Driving the Operations Teams (both Voice & Non-Voice) as per the client requirement to meet the targets set; was responsible for the target delivery of two support lines
- To interact with clients in regard to issues related to process through support RAG / conference calls
- Also compiled & prepared reports / presentations as required by the management
- Mainstay is a contact centre which has diverse UK / US processes
- The support imparted was both to technical as well as customer service
Freelance Consultant
12.2003 - 04.2005
- To offer consultancy for Training Centers with regards to business promotion, introducing new / industry-oriented courses, staff training
- Conduct corporate training on Visual Basic, Java & MS-Office suites
- In due course of time, had got associated with SQL Star Ltd & IIHT to impart corporate training for their clients
Manager
Sugyan Technologies (Associate Company of Computer Line)
01.1996 - 12.2003
- Product: Wired School (School Management Software)
- Responsible to handle issues relate to techno-commercials involved in marketing/implementing the product
Center Head
Computer Line
01.1996 - 12.2003
- Responsible for complete functioning of the cost center which involved planning & budgeting the financial requirements for the center
- I was also responsible to promote business at corporate levels
- Train the staff & students to improve their soft skills
Education
Master’s in business administration -
Karnataka State Open University
Skills
Project Management
Transitions Management
Performance Management
Process Design
Certification
PRINCE 2 Certified, 01/01/19
Personal Information Details
06/20, Kannada, English, Hindi, Tamil, Coin collection, Handwriting Analysis, Cricket, Table Tennis, Chess, Carom, Badminton
Residential
+91 080 23134054
Major Accomplishments
- Certified PRINCE2 | Project management certification
- Certified ITIL | Expert (MALC)
- Leading FK CX PMO team since 2018
- Led the training function at Infinite Computer Solutions Limited
- Nominated as Master Trainer for E4E contact center for their technical help desk
- Spearheaded the pilot processes successfully in making it established as per client requirement at E4E (iYogi) & Infinite (iTaaS) | Helpdesk
- Headed the migration of new support lines from UK to India (Legend, Web Hosting and NGB – ADSL 2+) at Mainstay Teleservices Pvt Limited
Timeline
Senior Manager II | CX PM COE [PMO]
Flipkart Internet Private Ltd
10.2014 - Current
Assistant Manager | Training & Transition
Infinite Computer Solutions Ltd
01.2011 - 11.2013
Lead | Subject Matter Expert
E4E Business Solutions (P) Ltd
03.2010 - 01.2011
Team Manager | Technical & Customer Service
Mainstay Teleservices (P) Ltd
05.2005 - 02.2010
Freelance Consultant
12.2003 - 04.2005
Manager
Sugyan Technologies (Associate Company of Computer Line)
01.1996 - 12.2003
Center Head
Computer Line
01.1996 - 12.2003
Master’s in business administration -
Karnataka State Open University