RANJAN MOHANTY

An astute professional with more than 17 years of experience and is currently associated with Lenovo India Pvt. Ltd. As AP Vendor Manager – Services Sales. Insightful experience in Service desk Management, Project Management, Service Delivery, Call Center Operations, Channel Management, Field Services and Services sales A proactive leader and a planner with expertise in Project Delivery, Service and sales operations also Service Delivery. An Out-of-the-Box Thinker with a proven track record of establishing networks, streamlining workflow and creating a team work environment to enhance productivity innovatively for reputed business houses. Possess expertise in working on various environments with the distinction of streamlining operations. A dynamic leader with proven abilities in building and managing teams, including performance management, mentoring, training & development of team members

• Successfully handled the transitioning of the project
• Reduced open incident from 1600 to 350 within a quarter
• Appreciation from customer and IBM management
• Extension of scope of work to enhance business
• Achieved SLA on vendor management
• Based on the performance management able to renew the project contract
• Leading the process towards ISO-ITSM 20000-2011 and 27001-2013 certification
• Led the circle to meet the CSAT target (>88%) for the first time in 1 year of operation
• Instrumental in reducing the bottom performer bucket from 8% to 3%
• Vital role in the reduction of absenteeism from 25% to 15%
• Actively involved in quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
• Introduced Performance Incentives for CSR which resulted in Higher Employee satisfaction
• Led the team to increase the remote fix calls from 20% to 35% of the overall volume
• Participate in revenue growth generation plan, finding loop holes and initiating process changes to ensure revenue growth
• Reduction in attrition from 7% to 5% monthly
• Awarded as the best Manager for exceeding expectation and stepping extra mile in handling contact center operations. The program was conducted by the IBM TSS (Technical Support Services) team

• Project Management
• Currently handling two projects which includes IT Infra Management and Break fix support
• Managing the project with ITIL structure based
• Implementing the concept of Incident management, Problem Management, Change Management, asset management, vendor management and event management to carry out day to day operations
• Responsible of monitoring the scope and implement improvement action if any
• Interacting with client and reviewing the performance based on SOW
• Interacting with the operation lead on performance management of the team members
• Addressing issues with respect to behavioral and performance of the team members
• Data representation to the client based on the timeline committed
• Managing resources to ensure smooth staffing on carrying out the operations
• Understanding any development plans based on the survey feedback of client and deriving action plan with timeline to mitigate the same
• Service Delivery Management
• Service Level Management
• Managing Service Level Agreements (SLAs)
• Managing Operational Level Agreements (OLAs)
• Capacity Management
• Availability Management
• Ensuring Technical deliverables of concurrent projects.
• Organizing with country parts delivery team
• Driving efforts for outsourcing activities & setting up environment.
• Maintaining MIS for all phases and reporting project progress to the client.
• Meeting deadlines without compromising quality norms.
• Call Centre Management
• Managed the contact center day to day operations which has a team size of 93 headcount
• Ensuring the smooth operations and meeting the Service Levels.
• Ensure the smooth operations in Incident management.
• Implementation of the organization service strategy effectively.
• Responsible for arranging training & development of contact centre to meet the business objectives
• Strategic Planning
• Strategically planning & implementing for management of operations and achievement of organizational / growth objectives.
• Managing and leading team members; allocating resources among team members and guiding team members during the project, till final delivery.
• Holding review meetings to monitor progress of the operations as per schedule, and ensuring its timely completion and delivery to the client.
• Service Operations
• Setting up and handling the overall service operations.
• Streamlining the service systems and developing new process for enhancing efficiency.
• Conducting training programs to enhance operational efficiencies of workforce, focusing on technical & customer care aspect. Conducting courses on product improvement.
• Maintaining a proper inventory of spare for smooth execution of service operations.
• Coordinating with the principals for providing product performance reports.
• Customer Support
• Serving as Single Point of Contact / Interface for supporting Client.
• Define escalation / response / resolution time for reported problems on criticality basis
• Resolving support/operational issues in liaison with others.
• Achieving customer satisfaction by ensuring service quality norms and building the brand image by exceeding customer expectations

• Technical
• IBM PCD Technical Training
• ThinkPad
• Think Centre & Net vista
• Idea Pad
• IdeCentre
• Lenovo Server and Workstation Training
• Macao
• Lenovo PCD Application Training
• Image Ultra Builder
• System Migration Assistant
• Access Connections
• Active Protection
• Rescue and Recovery
• One Key Recovery
• Client Security Solutions
• Secure Data Disposal
• Soft-Skills
• Problem Solving Skills
• Customer Relation Skills and Leadership through Quality
• Team Management Skills