Raghul S
Bengaluru
Summary
Pursuing a dynamic and innovative role that fosters continuous learning while leveraging my academically acquired skills to contribute significantly to the advancement of both the organization and my career.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Manager, QA and Training Lead
Enphase Energy
2021.03 - Current
- Leadership and Team Management: Managed and provided strategic direction to a team of 30+ Quality Analysts and Trainers. Fostered a collaborative and high-performance environment by setting clear goals, providing mentorship, and aligning team efforts with organizational objectives.
- Training and Development: Successfully designed and conducted over 44 comprehensive training programs tailored to critical operational needs, particularly focusing on the Battery Queue. These programs significantly enhanced team productivity, ensured technical proficiency, and maintained a 100% success rate in transitioning trainees into production roles.
- Quality Assurance Initiatives: Established a dedicated QA team from the ground up, designing and implementing robust QA metrics that became the foundation for organizational audits. Played a pivotal role in scaling the team from its inception to 450+ engineers within three years, ensuring consistent quality and compliance across operations.
- Global Operations Oversight: Transitioned into the role of Team Manager to oversee critical operations across EMEA and North America. Led the only team responsible for addressing and resolving all European issues, ensuring seamless collaboration and timely problem resolution.
- Process Optimization and Technical Expertise: Spearheaded initiatives to cross-train the entire team, ensuring adaptability to evolving technologies in the electrical and renewable energy domains. As a certified Enphase Ensemble (Battery) expert, provided technical guidance to the team, enhancing their proficiency in resolving complex issues related to microinverters and battery systems.
- Language and Cultural Proficiency: Facilitated language training for team members, enabling Dutch and French proficiency to support seamless operations in the EMEA region.
- Collaboration and Standardization: Played a key role in global meetings with leaders from North America, Europe, and Asia to standardize processes, share best practices, and align regional operations with organizational goals.
- Key Achievements:
- Designed rubric-based QA metrics that improved audit accuracy and consistency, reducing errors and enhancing operational transparency.
- Reduced QA audit cycle times by 20% through targeted process optimizations.
- Enabled the team to address complex technical challenges efficiently, resulting in improved customer satisfaction and reduced turnaround times.
- Recognized for leadership excellence, fostering a cohesive team culture that consistently exceeded performance expectations.
Senior Supervisor – Safety Response Team
ANI Technologies Pvt Ltd (OlaCabs)
2015.01 - 2021.03
- Acted as the first point of escalation for all operational issues, ensuring timely resolutions and proactive management of Group Mailboxes.
- Allocated tasks effectively, ensuring timely and accurate delivery of daily, weekly, and monthly reports.
- Mentored team members by identifying training needs, conducting sessions, and evaluating performance.
- Trained new hires and developed audit-ready documentation to maintain operational standards.
- Managed critical incidents, including safety-sensitive cases such as accidents, kidnappings, and media-sensitive issues, with professionalism and confidentiality.
- Coordinated with authorities and managed communication strategies during high-pressure situations to ensure swift resolutions.
- Streamlined workflows and implemented process improvements, enhancing team efficiency and productivity.
- Approved timesheets and leave applications, ensuring seamless administrative operations.
- Key Achievements:
- Successfully managed high-stakes cases with utmost sensitivity, ensuring the well-being of stakeholders and the team.
- Demonstrated exceptional crisis management skills in handling challenging and media-sensitive incidents.
- Proficiently utilized Zendesk and JIRA for workflow management and issue tracking.
SQL Server Consultant
Sutherland Global Service
2013.01 - 2015.08
- Provided SQL Server support, troubleshooting, and performance optimization for enterprise clients.
- Handled database administration tasks, including query optimization, backup management, and security implementation.
- Delivered solutions for data integrity, migration, and reporting requirements, ensuring minimal downtime.
- Collaborated with cross-functional teams to resolve escalated issues and improve process efficiency.
Technical Support Specialist
Iv Support Technologies
2010.02 - 2013.01
- Provided technical support for hardware and software issues, ensuring prompt resolution and customer satisfaction.
- Diagnosed system malfunctions using diagnostic tools, facilitating efficient troubleshooting processes.
- Assisted in training new team members on support protocols and best practices, enhancing team performance.
- Developed user guides and FAQs to streamline common inquiries, improving self-service options for customers.
Education
B.Tech/B.E. -
Pondicherry University
01.2013
HSC - undefined
Seventh Day Adventist Hr Sec School
01.2008
SSLC - undefined
Dewan Mohammed Matric Hr Sec school
01.2006
Skills
- Team Management Expert
- Auditing Skills Expert
- Training Activities Expert
- Quality Management Expert
- Batteries Expert
- Leadership Expert
- Team Working Expert
- Stakeholder Management Expert
- Mentoring Expert
- Business Process Improvement Expert
- JIRA Expert
- Zendesk Expert
- Coordination Skills Expert
- Innovation Expert
- Photovoltaics Expert
- Renewable Energy Expert
- Teaching Expert
Certification
Sig sigma Green Belt 2 (Persuing)
LANGUAGES
Kannada
Telugu
English
Tamil
Timeline
Team Manager, QA and Training Lead
Enphase Energy
2021.03 - Current
Senior Supervisor – Safety Response Team
ANI Technologies Pvt Ltd (OlaCabs)
2015.01 - 2021.03
SQL Server Consultant
Sutherland Global Service
2013.01 - 2015.08
Technical Support Specialist
Iv Support Technologies
2010.02 - 2013.01
HSC - undefined
Seventh Day Adventist Hr Sec School
SSLC - undefined
Dewan Mohammed Matric Hr Sec school
B.Tech/B.E. -
Pondicherry University