Summary
Overview
Work History
Education
Skills
Certification
Languages Known
Area of Excellence
Timeline
Generic

V. Muniramaiah

Hyderabad

Summary

Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Projects Manager

IVIS International Private Limited
07.2023 - Current
  • Managed projects from procurement to commission.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Planned, designed, and scheduled phases for large projects.
  • Identified plans and resources required to meet project goals and objectives.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Negotiated and managed third-party contracts related to project deliverables.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Analyzed project performance data to identify areas of improvement.
  • Provided detailed project status updates to stakeholders and executive management.

Asst. Manager- Customer Service

M/s. Fujifilm India Private Limited
08.2019 - 04.2023
  • Developing Service Application for allocating complaint calls, monitoring engineers’ attendance & tracking engineer allocated calls, completing the calls on time, collecting customer feedback, supplying spares to engineer to rectify the Printers, for clearing field travel claims to engineers
  • Managing Fujifilm Printers installed at 3000+ locations and ensure uptime of 99%
  • Steering team of engineers & technicians working from different locations; hiring, training, mentoring & developing Level 1 / Level 2 technicians
  • Supervising day-to-day operations, escalations, ticketing & communications with all customers & addressing clients queries
  • Identifying root cause & following up with cross-teams for recommended solutions; ensuring that systemic issues have appropriate resolution paths
  • Formulating key reports for management including but not limited to: service level agreements, ticket resolution & customer issues; updating & maintaining documentation associated with processes & procedures
  • Communicating, motivating, and organizing projects among a broad spectrum of personnel throughout network, frequently under deadline pressure; interacting effectively with executives, engineers, vendors & peers
  • Administering Technical Call Centre; liaising with Software Team for customizing CRM; monitoring pending call status & maintained TAT
  • Investigating enquiry/ feedback from customers whether the complaint is genuine or not
  • Attaining engineer’s approvals for tour visits; vetting Engineer’s Field Travel claims
  • Managing buffer stock; tracking with minilab spare part leads & closures; highlighting abnormal spare parts consumption
  • Ensuring consistency of AMC recommendation letters/mails/messages; discussing & convincing customers for AMC
  • Driving QMS staffs for Wet Minilab parts; preparing PM Schedules & tracking PM execution
  • Creating customer code on time; planning alternate methods for any escalations
  • Key Result Areas

Manager- Customer Support

M/s. Consul Neowatt Power Solutions Pvt. Ltd.
04.2013 - 07.2019
  • Company Overview: (Now: Fuji Electric company Limited)
  • Developed Service Application for allocating calls, monitoring engineers’ attendance & tracking engineer allocated calls, completing the calls on time, collecting customer feedback, supplying spares to engineer to rectify the UPS & Stabilizers, for clearing field travel claims to engineers.
  • Managing Consul Neowatt, Power supply products (UPS & Stabilizers) installed at 1,00,000+ locations and ensure uptime of 95%
  • Developed positive relationships with customers; preserved customers & renewed contracts; approached potential customers to establish relationships; understood customer needs & developed plans to address them; resolved customer complaints quickly & effectively
  • Assisted in generating new business; identified opportunities for greater profits; conducted competitor’s research
  • Identified key staff in client companies to cultivate profitable relationships
  • Promoted high-quality sales, supply & customer service processes
  • Growth Path:
  • Apr’13 to Apr’16 Manager- Customer Support
  • Apr’16 to Jul’19 Manager- Service & Sales
  • Key Result Areas:
  • As Manager- Service & Sales
  • As Manager- Customer Support

Team Leader- Operations

M/s. Sun Direct DTH
06.2011 - 03.2013
  • Led, motivated, scheduled/rostered team of Customer Service Executives; ensured team adhered to service level; increased productivity
  • Manage call flow; maintained call quality of team; managed escalated calls; formulated & provided MIS to Manager Operations
  • Implemented various work process; networked with respective work center for resolution of complaints
  • Developed & maintained incident reports (any deviations in team), marked attendance, managed leaves, unscheduled absenteeism, service level & answered level, productivity & quality review, team briefing pre/post shift, transaction monitoring (Call Barging), feedback & coaching, maintain agent performance data for discussion every day, structured one to one discussion with team (documented), handling customer & client complaints, work ethics, floor activities for team motivation, take calls frequently for team motivation, manage breaks during shifts, counseling, staff retention (attrition control), team meeting (documented), training need identifications(TNI), appraisals, R&R (rewards & recognition data), team trips & so on
  • Key Result Areas:

Team Leader, South India Process

M/s. Optimus Global Services Ltd.
06.2008 - 03.2011
  • Company Overview: (HO Chennai), AP
  • Clients Managed: ICICI, Axis Banks & Bharathi Axa Insurance
  • Managed & motivated a team of tele callers; trained, developed & deployed a team of Senior CSA/CSAs; control attrition; reported & improved team performance levels; scheduled staff in line with expected call volumes
  • Update customer information; achieved outbound calls targets; administered data; collected, collated & analyzed statistics; reported to Process Manager on daily basis
  • As Team Leader, Agencies
  • Clients Managed: ICICI BANK LTD., & Bharathi AXA Life Insurance Company Ltd.
  • Managed Two-Wheeler, Personal, Auto, Small Ticket Personal Loan, Three-Wheeler, Commercial etc., Loans, & Premium collections for Agencies of Vijayawada (Krishna), Guntur & Nellore Districts
  • Bucket - 0 & 1: managed conversion percentages in Bucket 0 is 92% & in Bucket 1 is 85%
  • Mapped broken PTP’S of Bucket & shared feedback with team for required follow up & resolution; maintained Bucket collection tracker & daily collection report; ensured minimal provision for month by doing higher rollback & normalizations in higher buckets
  • Ascertain agency is adequately capacitated to manage allocated volumes; strategized & recommended monthly agency incentives to keep agency staff motivated & target driven
  • Planned collection accounts per executive; assisted field staff in skill tracing of accounts; drove for aggressive settlements within policy framework for permanent blocked accounts
  • Reviewed daily performance of Field Staff & Supervisor; ensured strict adherence of specified COC (Code of Conduct)
  • Conducted field visits on problematic cases; liaised to resolve & service dispute cases
  • Ensure cash collected is deposited at Branch within specified TAT (Turn Around Time) & vendor receipt reconciliation
  • Growth Path:
  • Jun’08 to Jun’09 Team Leader, Agencies
  • Jul’09 to Mar’11 Team Leader, South India Process
  • Key Result Areas:

Territory Collection Executive

M/s. TVS Finance & Services Ltd.
12.2007 - 05.2008
  • Company Overview: (HO Chennai), AP
  • Team Managed: 6 Collection teams (allocated targets & followed their action against targets)
  • Area Covered: 3 Districts (Krishna, Guntur & Nellore)
  • Key Result Areas:
  • Appointed new collection agencies; trained them in the areas of collections
  • Collected monthly dues from customers; recovered from chronic cases of default customers
  • Liaised with:
  • Management & backend to resolve customer query, problems & grievances
  • Legal firm for all cheque bounce cases and intentional defaulters
  • Provided training to field executive new way to identify shifted cases
  • Monitored & recommended required action for high value customers on daily basis
  • Escalated fraud cases & shared business quality sourcing feedback to credit & fraud department
  • Area Covered:

Junior Executive- Development

M/s. Margadarsi Chits Pvt. Ltd.
05.2007 - 11.2007
  • Company Overview: (HO Hyderabad)
  • Team Managed: 8 Executives, Chennai
  • Key Result Areas:
  • Managed marketing & collections; led averaging over 62% of collection against the given base
  • Followed up the commitment given by customer; ensured collection of overdue and stabilized customers
  • Updated daily MIS; verified receipt books on frequent intervals
  • Team Managed:

Education

B.Com. -

S.V. Arts College

Diploma in Business Management -

IGNOU
New Delhi, India

Master of Science -

IGNOU
New Delhi, India

Skills

  • Team-based project alignment
  • Interpersonal Communication
  • Negotiation
  • Visionary
  • Innovator
  • Thought Leadership
  • Client Empathy
  • Creative Problem-Solving
  • Optimistic mindset
  • Strategist
  • Analyst
  • MS Word
  • PowerPoint
  • Excel
  • Feasibility analysis
  • Work flow planning
  • Project tracking
  • Project development

Certification

  • ISO Audit Certificate
  • Project Management program Certificate
  • Agile program Certificate

Languages Known

English
Hindi
Tamil
Telugu

Area of Excellence

  • Customer Service Operations
  • Process Enhancement
  • Query | Complaint Resolution
  • Customer Satisfaction
  • Goal Setting
  • Documentation & Reporting
  • TAT Adherence
  • Incident Management
  • Collections
  • Team Leadership

Timeline

Projects Manager

IVIS International Private Limited
07.2023 - Current

Asst. Manager- Customer Service

M/s. Fujifilm India Private Limited
08.2019 - 04.2023

Manager- Customer Support

M/s. Consul Neowatt Power Solutions Pvt. Ltd.
04.2013 - 07.2019

Team Leader- Operations

M/s. Sun Direct DTH
06.2011 - 03.2013

Team Leader, South India Process

M/s. Optimus Global Services Ltd.
06.2008 - 03.2011

Territory Collection Executive

M/s. TVS Finance & Services Ltd.
12.2007 - 05.2008

Junior Executive- Development

M/s. Margadarsi Chits Pvt. Ltd.
05.2007 - 11.2007

B.Com. -

S.V. Arts College

Diploma in Business Management -

IGNOU

Master of Science -

IGNOU

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V. Muniramaiah