Shashi kiran.S
Sr.Operations manager- Help business EMPOWER operations,support&SAAS units.Visionary to take customer success to Vertex. ---- https://in.linkedin.com/in/shashikiranpmp
Operations / People & Business management
Managed/cloud services, Hosting/tech Linux/Win (Plesk) support, SAAS programs
Quality Control & CPI
PMP, ITSM-(Incident/Problem/Change mgmt.)
Forecasting, Strategic & Tactical Planning
45 years old
India
Employed
Open to opportunities
Let’s work together if we are on a lookout for Innovative and profit oriented “PMP” Certified professional, with 11+ years of experience in Developing and maneuvering Technical Support / Managed services, Hosting support, SAAS, customer success programs.
Expertise in setting & managing cross functional teams spread globally in an off & on shore business model.
A people personnel, yet target oriented leader who achieves objectives through interpersonal communications, meticulous planning, proactive management strategy, motivational team dynamics and a network of contacts.
Career Snap:-
1)Transitioned and Setup 3 Pilot Process (1 Service desk & 2 SAAS/managed services projects) .
2)Created and successfully implemented a focused delivery model resulting in 20% Improvement in customer satisfaction and phenomenal change noted in NPS.
3)Lead the team to ramp up capacity to support an 18% growth on demand fueled by new product launches by clients & improved quality, just in time performance delivery.
4)Attained PMP certification in due course aiding me better manage team’s performance by adapting new and disruptive techniques winning the voice of team & client.
Let’s meet & talk if you are on a hunt for like-minded people who believe in "Hire a Character’ & "Train the skill"
ethos.
Areas of Expertise:-
•Operations, Process, project, program management
•Forecasting, Strategic & Tactical Planning
•Quality Assurance & Control & CPI.
Areas Of interest / Improvement:-
•Positive EBITDA / Earnings Impact
•Revenue / Market share Analysis
•Fiscal Management / P&L Accountability
PS:- Hold U.S B1 Visa until 2022
Expertise in setting & managing cross functional teams spread globally in an off & on shore business model.
A people personnel, yet target oriented leader who achieves objectives through interpersonal communications, meticulous planning, proactive management strategy, motivational team dynamics and a network of contacts.
Career Snap:-
1)Transitioned and Setup 3 Pilot Process (1 Service desk & 2 SAAS/managed services projects) .
2)Created and successfully implemented a focused delivery model resulting in 20% Improvement in customer satisfaction and phenomenal change noted in NPS.
3)Lead the team to ramp up capacity to support an 18% growth on demand fueled by new product launches by clients & improved quality, just in time performance delivery.
4)Attained PMP certification in due course aiding me better manage team’s performance by adapting new and disruptive techniques winning the voice of team & client.
Let’s meet & talk if you are on a hunt for like-minded people who believe in "Hire a Character’ & "Train the skill"
ethos.
Areas of Expertise:-
•Operations, Process, project, program management
•Forecasting, Strategic & Tactical Planning
•Quality Assurance & Control & CPI.
Areas Of interest / Improvement:-
•Positive EBITDA / Earnings Impact
•Revenue / Market share Analysis
•Fiscal Management / P&L Accountability
PS:- Hold U.S B1 Visa until 2022
Principal Consultant (Lead India operations)
CiberSites India pvt Ltd
February 2011
to November 2011
Bangalore
India
- As a Principal Consultant (Team Lead), I was entrusted with the mission of single handedly transition / manage activities confining to the “Helpdesk Operations” contact center and fulfillment departments for the WORLD BANK GROUP, IFC.
- Actively supervised the direct reports composed by associate consultants, consultants and senior consultants. I turned myself into a developer of talent with expertise in hiring, training, handling operations and appraisal.
- Got trained in World Bank group entity (IFC) in Washington D.C, U.S.A and had a major role in transitioning the process from U.S.A to India. Lead by example, supporting 5000+ employees of IFC from over 160+ countries globally. During this period, I also acted as a regulator for critical infrastructure maintenance scheduling/ deployment with engineering teams globally.
- Manage and maintain global Helpdesk -Voice and Email
- Improve the operational systems, processes and policies in support of the organization’s goal
- Participate in regular transition /global service desk meetings with the client and update team
- Oversee all financial management, planning, systems and controls
- Supervise and guide/update team on policies and procedures regularly
- Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals
- Oversee short and long-term financial and managerial reporting
- Manage and increase the effectiveness and efficiency of support services through improvements to each function as well as coordination and communication between support and business functions
- Assure that the team delights customer on every call & achieve the SLA set by client
- Technologies supported: Active directory, Lotus Notes 8.5, RSA, SCCM, Windows Vista/ Windows 7, MS Office 2007, network, Hardware, software related issues,Blackberry, iPAD, Citrix, VPN etc.
