Rajive Thulasidasan
Bangalore
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills to work well with others in both supervisory and support staff roles. Inspiring Client Services Manager with excellent skills. Highly effective at juggling multiple projects at once. Known for detail-oriented work, and creative problem-solving.
Overview
23
23
years of professional experience
Work History
Head Business Operationns
Eventive Communications LLP
Bangalore
10.2024 - Current
- Client Management
- Scaling up business from existing clients
- P&L
Head of Client Services and New Business
Pixie Experience
Bangalore
03.2024 - 10.2024
- Client Retention
- New Client Onboarding
- P&L
- Operations
- Vendor Management
Senior Manager Client Servicing and Operations
Pace Marketing Solutions Pvt
Bangalore
09.2012 - 03.2024
- Developed and created programs, and monitored effectiveness against individual participant needs.
- Led projects and analyzed data to identify opportunities for improvement.
- Monitor and measure client satisfaction.
- Inspire repeat-business from clients.
- Participate in marketing campaigns.
- Mastermind creative ways to deliver an exceptional client experience.
- Complete responsibility for P&L.
- A reliable point of contact for each customer is required to establish a strong business relationship.
- Client retention.
- Ideation.
- Vendor management.
- Event production, stage management.
Program Manager
Kestone Integrated Marketing
Bangalore
09.2011 - 09.2012
- CRM, Customer Service.
- Manage a team of zonal/Regional managers/executives across India.
- Set up a team of 120+ customer service representatives and team leaders in house.
- E media and social media marketing.
- Cost control.
- Design and tailor the implementation plan and schedule to meet the deadline.
- Manage the product launch and conference.
- Hire and train on field technical engineers and customer support executives.
- Vendor management.
- Manage and improve systems and processes of the lead generation program and introduce and implement best practices.
- Project costing, planning and improvement.
- Conceptualizing and Executing Business Events for Brand Building exercise.
- Responsible for Promotion of Client based events.
- Brand Building and strategy through ground level brand communication.
- Business meetings / interaction with clients.
- Creating Program and Event Options, Defining event take away, Budgeting preparation and tracking.
- Operational and Resource allocation Event project planning and execution, Negotiations, Event monitoring and reporting, Onsite management.
Assistant Operations Manager
24 Centric IT services Pvt
Bangalore
09.2010 - 09.2011
- Associate Engagement.
- Responsible for a unit of 60 members daily operational activities.
- Proactively listen and support client's requirements.
- Design and tailor the implementation plan and schedule to meet the deadline.
- Act as an expert to resolve client's concerns in a timely and professional manner.
- Provide resolution expectations and timeframes based on the SLA.
- Effectively educate/train customers through online and onsite training.
- Co ordinate with client technical team and project managers prior to installation.
- Migration from in house to cloud environment.
- Upgrading the database from the older version to the latest version of SQL.
- Research on what is the various software's used by customers.
- Co ordinate with the development team on escalated issues and potential bugs.
- Provide resolution to customers on escalated issues.
- TL/ Tech Mentors / CEC / QA Performance Reviews.
Assistant Operations Manager
Tutor Vista Global Pvt Ltd, Pearson India Education
Bangalore
08.2008 - 09.2011
- Company Overview: BPO, Business Development, Customer service, Product and Software
- Support, Handled a team of 70+ tutors virtually.
- Automated the entire manual process.
- Support of internal applications and tutor end.
- Training tutors and students on the technology.
- Managing stack ranking based on performance.
- Giving feed backs on the sessions (classes) conducted on a real time basis.
- Creating reports on the day to day activities.
- Handled payroll for the entire tutor base.
- Organized events and seminars for the CEO to meet the tutors across India.
- Proactive scheduling and staffing with coordination from (WFM).
- Rescheduling sessions to maintain student/customer satisfaction.
- Blocking and unblocking tutors from sessions based on the requirements and needs.
- Increased the response rate among the agents by making extensive use of freely available software's like webex and skype for the front line agents.
- BPO, Business Development, Customer service, Product and Software
Technical Support Expert
Dell International
Bangalore
01.2007 - 08.2008
- Assisting overseas customers with technical or non-technical issues pertaining to Dell printers, laptops, wireless and other hard wares.
- Started with printer support and moved to notebook support.
- Was recognized as the best performer and most knowledgeable associate and later was moved to wireless support.
- Qualified in handling any technical and non technical issues relating to dell printers, laptops, Wireless networking issues.
- Specialized in configuring network for systems through wired and wireless.
- Training new team members on the tweaks and tricks on configuring a system.
- Training new hires on new products.
- Experimenting on the existing issues and finding out innovative ways to solve them.
- Been one among the toppers in achieving 9,s which a DELL parameter of customer satisfaction.
- Been a veteran in customer service and technical support and was awarded as 'The Black Stallion' for the entire entity.
- Trouble shooting Dell home storage systems.
- Cross skilled to support Dell hardware and software.
E- Relationship officer
Dell
Bangalore
10.2002 - 02.2004
- Assisting overseas customers with technical or non-technical issues pertaining to their Credit card swipe machines and receipt printers.
- Interacting with various levels of customers and also maintaining confidentiality of customer and cardholder data.
- Responsible for quality and was a top player in maintaining quality to the maximum.
- Maintaining company policies and quality standards to the maximum level.
- Maintaining customer card confidentiality and other information.
- In charge of on floor training and driving the new recruits to follow the quality standards and exhibiting the same.
- Received recognitions and appreciations from the management and customers based on performance and service rendered.
- Topper in quality standards till the last business day.
Education
Bachelor of Commerce -
EILLM University
Sikkim07.2011
High school -
K R Puram Government College
Bangalore, India05.1998
High school -
St.Aloysius Boys High School
Bangalore, India05.1995
Skills
- Business Development
- Operations management
- Logistics operations management
- Technical Operations Management
- Business operations management
- Client Relationships
- Project oversight
- Client needs assessments
- Written and verbal communication
- Attention to Detail
- Cultural Awareness
- Flexible and Adaptable
Awards
- Awarded The Best Manager and Employee for the quarter for the Inter Departmental Involvement during crisis.
- Awarded best performer and was promoted as Assistant Manager Operations.
- Awarded The Best Cross Skilled Manager in Tutor vista.
- Awarded the Certificate of Excellence in recognition of Exceptional performance and commitment towards higher standards of Customer Experience.
- Only associate to win Gold Stars consequently for 1 year.
- Awarded Black Stallion Award based on the client, QA and the Area Manager audit 24/7 Customer.
- Awarded the Best E-relationship Officer in 24/7 Customer for the Best Customer service.
Personal Information
Date of Birth: 04/24/80
Skills
Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent
Timeline
Head Business Operationns
Eventive Communications LLP
10.2024 - Current
Head of Client Services and New Business
Pixie Experience
03.2024 - 10.2024
Senior Manager Client Servicing and Operations
Pace Marketing Solutions Pvt
09.2012 - 03.2024
Program Manager
Kestone Integrated Marketing
09.2011 - 09.2012
Assistant Operations Manager
24 Centric IT services Pvt
09.2010 - 09.2011
Assistant Operations Manager
Tutor Vista Global Pvt Ltd, Pearson India Education
08.2008 - 09.2011
Technical Support Expert
Dell International
01.2007 - 08.2008
E- Relationship officer
Dell
10.2002 - 02.2004
Bachelor of Commerce -
EILLM University
High school -
K R Puram Government College
High school -
St.Aloysius Boys High School
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