Summary
Overview
Work History
Education
Skills
Certification
Languages
Declaration
Timeline
Generic

Ranjit Ranganathan

Bengaluru

Summary

Technology Solution Architect with a focus on stakeholder collaboration and agile methodologies. Proven ability to optimize processes and enhance customer service through strong multitasking and time management skills. Recognized for delivering exceptional results and maintaining high service standards. Innovative in information technology architecture, consistently achieving and exceeding project goals through effective teamwork and problem-solving.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technology Solution Architect (Deputy Manager)

Axis Bank LTD
Bengaluru
01.2021 - Current
  • Assessed business needs to recommend IT solutions aligned with current processes and future goals.
  • Designed and implemented scalable solutions for various banking products, enhancing productivity.
  • Developed migration activities for banking products within AVC (Axis Virtual Center).
  • Collaborated with stakeholders to define project scope, objectives, solution designs, and implementation plans.
  • Supported development team in troubleshooting application issues related to system design.
  • Monitored system performance metrics, taking corrective action to maintain high availability.
  • Ensured compliance with security policies by monitoring access controls and auditing standards.
  • Created training materials for end users on newly deployed technology solutions.

Senior Dialer Executive

TELEPERFORMANCE Global Services Private Limited
BENGALURU
02.2020 - 12.2021
  • Adjusted calling parameters, including speed, frequency, and duration, to align with campaign goals.
  • Provided team guidance for effective utilization of dialer platform.
  • Conducted ongoing research into industry trends in dialers and telemarketing technologies.
  • Created comprehensive reports on call volumes, response rates, and relevant data.
  • Responded swiftly to customer inquiries regarding Dialer services experiences.
  • Monitored and analyzed dialer performance metrics to maximize contact rates.
  • Developed tailored reports from collected data for management review.
  • Resolved technical issues with dialer software promptly as they occurred.

Business Support Officer/Junior MIS Executive

CAMS PVT LTD
Mumbai
01.2017 - 01.2020
  • Oversaw comprehensive customer service operations for HDFC AMC Ltd, enhancing service delivery.
  • Produced monthly financial summaries for HDFC AMC, ICICI AMC, and BIRLA AMC for management analysis.
  • Managed outbound service calls, ensuring complete resolutions of client inquiries.
  • Maintained filing systems, databases, and spreadsheets to track project progress and inventory levels.
  • Collaborated with cross-functional teams on process improvement initiatives to enhance operational efficiency.
  • Created customized reports based on user requirements using SQL queries and Excel spreadsheets.
  • Generated daily productivity reports and updated management on performance metrics.
  • Developed weekly dashboards to monitor BIRLA outbound activities effectively.

Customer Care Representative

VIJAY SALES PVT LTD
Mumbai
06.2017 - 11.2017
  • Executed comprehensive end-to-end customer service operations for all VIJAY SALES products.
  • Managed call handling and email support processes, ensuring prompt assistance at every stage.
  • Addressed customer complaints and recorded updates in system for tracking and resolution.
  • Sorted installation and delivery queries to boost operational efficiency.
  • Processed feedback, managing replacement cases as necessary for continuous improvement.
  • Resolved customer support emails, guaranteeing timely and effective responses.
  • Coordinated with departments for complaint resolution and followed up with service centers.
  • Maintained daily MIS reports on complaints, forwarding them to management for review.

Customer Service Officer, Operations Department

TATA AIA LIFE INSURANCE LTD
Mumbai
01.2016 - 01.2017
  • Managed comprehensive customer service for TALIC policy holders at HNI Desk.
  • Handled entire call and email support processes efficiently.
  • Formatted escalation queries to ensure clarity and thorough documentation.
  • Resolved insurance-related queries accurately and promptly.
  • Addressed feedback inquiries regarding group term policies and social networking issues.
  • Collaborated with departments to verify policy information and resolve on-site queries.
  • Maintained daily MIS reports on policy details, forwarding them to management for review.

Phone Banking Officer

ICICI Bank Ltd
Mumbai
02.2013 - 07.2015
  • Managed comprehensive customer service operations for ICICI Direct.
  • Executed effective call management and customer service processes.
  • Formatted queries for timely escalation and resolution.
  • Sorted share market-related inquiries for optimal efficiency.
  • Addressed customer feedback on ICICI Direct website and social media channels.
  • Resolved issues related to ICICI Bank Demat accounts swiftly.
  • Provided information on corporate actions undertaken by companies.
  • Advised customers on mutual fund schemes and facilitated investment execution via ICICI Direct.

Customer Response Executive

Effort BPO Services Pvt Ltd
Mumbai
05.2012 - 09.2012
  • Managed end-to-end customer service operations for SEBI Helpline, enhancing overall efficiency.
  • Resolved SEBI and corporate action issues while ensuring prompt customer support.
  • Processed and formatted customer queries for escalation to appropriate departments.
  • Handled feedback inquiries regarding SEBI services and performance metrics.
  • Provided accurate contact details for RTA of listed companies to facilitate inquiries.
  • Maintained daily MIS reports on customer feedback and presented findings to management.
  • Conducted quality analysis of calls, delivering constructive feedback to team members.
  • Oversaw team management functions to improve service delivery and performance standards.

Education

B.Com - Accounting

Model College of Commerce
Mumbai
03-2011

Higher Secondary Certificate - Accounting

Model College of Commerce
Mumbai
02-2008

High School Diploma -

St Marys English High School
Mumbai
03-2006

Skills

  • Project management and process improvement
  • Customer engagement and stakeholder collaboration
  • Team leadership and agile methodology
  • Database management and business process analysis
  • Production planning and scrum framework

Certification

  • NISM 5A mutual fund distributors certification
  • IRDA IC 38 SP Certification

Languages

  • English
  • Hindi
  • Marathi
  • Tamil
  • Malayalam
  • Kannada

Declaration

I hereby declare that the above particulars are true to the best of my knowledge and belief, and I bear the responsibility for the correctness of the above-mentioned particulars.

Place :- Bangalore

Timeline

Technology Solution Architect (Deputy Manager)

Axis Bank LTD
01.2021 - Current

Senior Dialer Executive

TELEPERFORMANCE Global Services Private Limited
02.2020 - 12.2021

Customer Care Representative

VIJAY SALES PVT LTD
06.2017 - 11.2017

Business Support Officer/Junior MIS Executive

CAMS PVT LTD
01.2017 - 01.2020

Customer Service Officer, Operations Department

TATA AIA LIFE INSURANCE LTD
01.2016 - 01.2017

Phone Banking Officer

ICICI Bank Ltd
02.2013 - 07.2015

Customer Response Executive

Effort BPO Services Pvt Ltd
05.2012 - 09.2012

B.Com - Accounting

Model College of Commerce

Higher Secondary Certificate - Accounting

Model College of Commerce

High School Diploma -

St Marys English High School

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Ranjit Ranganathan