S Venkat Raghavan
Consultant - Business Process Management
Bangalore
Summary
Accomplished Consultant with an overall experience of 20+ years and over 12+ years of experience in driving organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
Work History
Business Process Consultant
Dell Technologies
Bangalore
12.2018 - Current
- Business Process Management – Professional
- Services (AMER / APJ) - Identified data sources, formalized & consolidated data views and reports and created separate KPI metric scorecards for project managers and technical resources for the BU in AMER
- Used Celonis (process mining tool) to identify process gaps & non conformance to processes. Based on the analyses introduced Celonis dashboards to effectively monitor process deviations. Thus reducing Project life cycle time by 30%
- Ensured sustained optimal turnaround times in installs business in APJ which helped in getting optimum credit cycle time during yearly accounting audits.
- Successfully governed APJ Infrastructure Delivery Solutions business by collaborating with regional leaders to ensure profitability of business in APJ for 3 years.
Project Program Management Sr. Advisor
Dell Technologies
Bangalore
12.2015 - 12.2018
- Streamlined delivery model for Japan involving partner deployments by changing revenue model from hourly to job specific rates improving cost efficiencies.
- Data based recommendations for capacity planning for APJ helped in prioritizing hiring in various geographies and ensuring hiring grades are effective
- Optimized Project manager allocation for all projects based on project complexities and project revenue. Ensured optimal and effective utilization of resources.
- Collaborated with regional leaders across Asia Pacific and Japan (APJ) to create an escalation matrix and executed new process ensuring quick & proper channelization of escalations by creating high visibility of escalations which resulted in quicker resolutions and better customer experience.
- Collaborated with cross functional teams and established process for quickly addressing missing, wrong and damaged parts that customers received which helped improve project turnaround time and customer experience.
Supportability Engineering Sr. Advisor
Dell Technologies
Bangalore
01.2013 - 12.2015
- Successfully reduced warranty cost on notebook line of systems in US/CAN/BR/LATAM by 27% by reducing part dispatches for notebooks (from 14% - 10%) which translates to ~$2 million in savings.
- Collaborated with cross functional teams across tech support and product engineering teams on new product launches to track and analyze defect rates on new products resulting in quick TAT on resolutions for any new defects.
- Global level 3 technical resolution expert for Windows 8.1. Worked with cross functional teams across product engineering teams, tech support and Microsoft Inc. during testing of Windows 8.1 in test environment.
- Identified and tracked new issues on windows 8.1 to resolution by working with cross functional teams within Dell and Microsoft teams.
Project Program Management Advisor
Dell Technologies
Bangalore
01.2011 - 05.2013
- Aligned to a business unit to monitor all KPI metrics and provide recommendations to optimize efficiencies through continuous improvement based on data inferences for 7-8 teams in the BU
- Project managed new initiatives for Bangalore site (DUSB / PTR / CE & Hygiene governance) including generating new reports as needed (Inter departmental call transfers / Case management governance)
- Organized QBR, Leadership interaction sessions & Skill development sessions for the team across India.
Team Manager
Dell Technologies
Bangalore
08.2005 - 07.2009
- Managed a team of 15-18 frontline tech support agents
- Ensured all KPI metrics were met & hygiene was intact
- Created IDP (Individual Development Plan) for each agent and tracked progress
- Aligned mentors to guide them in achieving their IDP goals
- Administered effective feedback mechanism to track/sustain/improve performance which led to transparent discussions during annual appraisal cycles.
- Multiple promotions from the team to higher levels & was awarded best manager of the quarter multiple times.
Tech Support Specialist
Dell Technologies
Bangalore
02.2003 - 08.2005
- TSS Job involved coaching and mentoring a group of 15 technicians on technical and customer handling skills on the production floor
- Managed technical customer escalations & maintained warranty costs & resolution metrics of the team.
- Involved in a quarter long project to improve warranty cost metrics analyzing part dispatch failures and drawing action plans to improve first time fix rate, which resulted in annualized savings of $5.9 million
Sr. Technical Support Executive
Dell Technologies
Bangalore
09.2001 - 02.2003
- Job involves providing technical support to, customers in US, on both portables and desktop systems
- Responsibilities included maintaining and contributing towards personal as well as team metrics and delivering a superior customer experience
- Joint Process Owner for Dispatches
- Part of Special team formed at an entity level to reduce Average Handle Time (AHT).
Faculty NIIT
NIIT Bhavnagar
Bhavnagar
01.1999 - 10.2000
- Job responsibilities included training students on the basics of computer in the first semester and teaching computer languages and database management in the second semester
- Installing and maintaining a workgroup network of 10 computers running windows NT 4.0.
Education
GNIIT - Computer
National Institute of Information Technology
Gujarat India 07.1998 - 07.2000
B.Sc Degree - Bachelor of Science (Electronics)
VP Science College, Sardar Patel University
Gujarat India 06.1995 - 05.1998
Skills
Operations management
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Process Consultant
Dell Technologies
12.2018 - Current
Project Program Management Sr. Advisor
Dell Technologies
12.2015 - 12.2018
Supportability Engineering Sr. Advisor
Dell Technologies
01.2013 - 12.2015
Project Program Management Advisor
Dell Technologies
01.2011 - 05.2013
Team Manager
Dell Technologies
08.2005 - 07.2009
Tech Support Specialist
Dell Technologies
02.2003 - 08.2005
Sr. Technical Support Executive
Dell Technologies
09.2001 - 02.2003
Faculty NIIT
NIIT Bhavnagar
01.1999 - 10.2000
GNIIT - Computer
National Institute of Information Technology
07.1998 - 07.2000
B.Sc Degree - Bachelor of Science (Electronics)
VP Science College, Sardar Patel University
06.1995 - 05.1998
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