Ravi Shankar N
Bengaluru
Summary
Accomplished Manager with over 18 years of experience in Customer Support, Client Relations, and Operations. Proven track record in enhancing Customer Retention and optimizing Service Delivery through effective Project Management and Administrative Leadership. Consistently dedicated to excellence, contributing to organizational success through dynamic and results-driven leadership.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Manager - Operations & Client Relationship
Thillais Analytical Solutions Pvt Ltd
Bengaluru
06.2023 - Current
- Directed full span of project activities, ensuring synchronization of plans and resources with strategic aims.
- Coordinated cross-functional team efforts to ensure smooth project planning and execution.
- Managed client relations by addressing concerns and expediting escalations for quick solutions.
- Collaborated effectively with various internal departments to customize solutions for clients.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Senior Manager - Operations
Ecoprosus India Pvt Ltd
Bengaluru
10.2022 - 05.2023
- Led workforce management, forecasted volume and optimized capacity planning.
- Maintained operational efficiency via proactive collaboration with managers, staff, and vendors.
- Secured agreements with subcontractors and service providers.
- Effectively resolved customer issues.
- Implemented customer service excellence standards to enhance client satisfaction and loyalty.
- Delivered clear task instructions to the team for efficient execution.
Manager - Operations & Service Delivery
Astrikos Consulting Pvt Ltd
Bengaluru
11.2017 - 09.2022
- Led over 40 professionals in Operations and Maintenance for Belagavi Smart City Project with exceptional coordination.
- Oversaw entire project lifecycle, from implementation to smooth operation, meeting all customer service benchmarks.
- Led customer service initiatives.
- Maintained high standards of quality assurance to exceed client requirements.
- Addressed crucial customer situations while maintaining effective communication and escalating issues appropriately.
- Ensured a consistent and responsive single point of contact for clients.
- Generated detailed reports and implemented process changes to improve service efficiency.
- Fostered a collaborative work environment by resolving conflicts and mediating disputes.
Manager - Associate Care
Indianmoney.com
Bengaluru
04.2017 - 09.2017
- Handled and resolved customer complaints rapidly, ensuring brand integrity.
- Managed daily operational tasks, ensuring high efficiency and quality.
- Coordinated events that promoted a positive workplace environment.
- Managed a team of 15 employees while maintaining productivity and exceptional customer service.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
Deputy Manager - Customer Service
Justdial Ltd
Bengaluru
07.2009 - 02.2017
- Managed customer service operations by overseeing call flow, effectively addressing escalations, and ensuring seamless coordination among team members for prompt issue resolution
- Conducted call quality calibrations and led training sessions to elevate team performance and service standards
- Delivered exceptional customer support via telephone, ensuring all client needs were met with diligence and professionalism
- Maintained stringent control over risk and compliance matters, while fostering strong customer relationships and driving team excellence
- Developed and executed process enhancements to boost operational efficiency and team productivity
- Facilitated consistent communication with clients and senior management to guarantee smooth daily operations and adherence to service level agreements (SLAs)
- Presented comprehensive performance reports in weekly and monthly meetings, highlighting team achievements and strategic process improvements
Officer - Customer Relations
Daya MK Developers Pvt Ltd
Bengaluru
01.2005 - 06.2009
- Delivered exceptional customer service, ensuring customer satisfaction and swift resolution of issues
- Fostered interdepartmental coordination to expedite query and complaint resolution, while managing a segmented customer database
- Oversaw service delivery to guarantee seamless operational flow
- Initiated process improvements to enhance service quality and efficiency
- Conducted post-sales activities, including payment collection and customer updates
- Served as the primary liaison for clients from booking through to registration
- Managed escalations effectively, ensuring timely and satisfactory outcomes
- Successfully facilitated the booking-to-registration process for over 300 flats, contributing significantly to the transition of projects to the Apartment Owners Association
Education
B.Com -
Periyar University
Skills
- Project management
- Customer relationship management
- Operational Management
- Customer Service Expertise
Certification
- VSkills Certificate in Project Management
- VSkills Certified Smart Cities Professional
Projects
Implementation, Operations, and Maintenance of ICCC Project, Implementation, Operations, and Maintenance phase of Belagavi Smart City Ltd ICCC Project
Languages
- English
- Kannada
- Hindi
- Tamil
- Telugu
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2
Timeline
Manager - Operations & Client Relationship
Thillais Analytical Solutions Pvt Ltd
06.2023 - Current
Senior Manager - Operations
Ecoprosus India Pvt Ltd
10.2022 - 05.2023
Manager - Operations & Service Delivery
Astrikos Consulting Pvt Ltd
11.2017 - 09.2022
Manager - Associate Care
Indianmoney.com
04.2017 - 09.2017
Deputy Manager - Customer Service
Justdial Ltd
07.2009 - 02.2017
Officer - Customer Relations
Daya MK Developers Pvt Ltd
01.2005 - 06.2009
B.Com -
Periyar University
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