Summary
Overview
Work History
Education
Skills
TOOLS
Timeline
Generic
Ranjitha Sagar

Ranjitha Sagar

Farmington Hills

Summary

Dynamic customer-centric experience in a people management role across versatile work streams such as IT Service Management, E-Commerce, and Supply Chain. Exposure to both the onshore and offshore sides of the business with a proven ability to manage and collaborate with diverse teams including technical engineers, developers, sales, and field executives. Recognized for delivering exceptional customer service with a 90% first-call resolution rate, driving operational efficiency and enhancing customer experience through innovative training and support initiatives.

Overview

2026
2026
years of professional experience

Work History

Program Manager

Aquent
Farmington Hills
10.2023 - 04.2025
  • Acted as a dispatcher in supervising the daily operations on the incoming calls, emails, and online service requests, distributing them equally among the team members and ensuring they adhere to the defined SLA.
  • Participated in continuous improvement process panel of brainstorming the operational challenges and defining new processes, KPIs and mandate trainings that can improve customer experience.
  • Conducted regular training on new processes for the existing team members and also onboarded new employees.
  • Experience in data analysis and reporting by using MS Office tools and Power BI.
  • Proficiency in customer call handling and email etiquette. Recognized for exceptional customer support with a 90% first-call resolution.
  • Provided administrative support to the manager including calendar management, scheduling appointments and managing correspondence.

Service Delivery - Material Planner

Datavail
Mumbai
  • Worked as the first point of contact in troubleshooting customer inquiries and requests with a focus on swift problem resolution.
  • Handled a huge call/email volume every day and ensured that customer requests are addressed appropriately within the predefined SLA.
  • Identified red flags within the current process and recommended few modifications to streamline it.
  • Participated in Steering Committee meetings and showcased our Teams' performance data on a bi-weekly basis.

Education

Master of Science - Electrical, Electronics And Communications Engineering

Kuvempu University
India
07-2008

Skills

  • Data analysis
  • Process improvement
  • Customer service
  • People management
  • Team collaboration
  • Multitasking
  • Email management
  • Quick learner
  • Computer literacy and typing
  • Critical thinking
  • Escalation management

TOOLS

  • Service models like SaaS, PaaS and IaaS on both Managed as well as Enterprise service offerings.
  • Hands-on in Microsoft tools such as Excel, PowerPoint, Word, Planner, Power BI and Teams.
  • Worked on Freshdesk, Remedy, ServiceNow and Salesforce.

Timeline

Program Manager

Aquent
10.2023 - 04.2025

Service Delivery - Material Planner

Datavail

Master of Science - Electrical, Electronics And Communications Engineering

Kuvempu University

Similar Profiles

CREATE PROFILE
Ranjitha Sagar