Ravindran Krishnasamy

Facilitated customer interactions via inbound chats, outbound calls, and online platforms based on client needs.

Ensured adherence to all agreed client SLAs and performance metrics.

• Analyzed processes to provide constructive feedback and improve quality parameters.
• Identified training needs within quality teams and delivered targeted training sessions.
• Coordinated with operations teams to guarantee compliance with performance standards.
• Cultivated strong interpersonal relationships to align team goals with company vision.
• Identified underperformance issues and implemented corrective strategies.
• Acted as primary liaison between the team and senior management, communicating key deliverables effectively.

• Completed day-to-day duties accurately and efficiently.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Identified needs of customers promptly and efficiently.
• Collaborated closely with team members to achieve project objectives and meet deadlines.

• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Identified needs of customers promptly and efficiently.

• My task is to consult with and partner with clients and internal team members to conceptualize, develop and market events, taking into consideration goals, themes, audiences, and client culture.
• Responsibilities Include:
• Project Management and Coordination
• Program planning, execution, task management, vendor relations, administrative, upkeep and event updates, communications liaison and scheduling
• Budget management – plan to the budget / notify director of status
• Coordinate function orders and logistics
• Developing client program proposals and program design
• Developing and managing program budgets (zero-based and historical), reconciliation, and event income and expenses
• Ascertaining client needs and services required
• Setting and developing timelines, project management task lists, and divisions of duties
• Managing logistics, operations, schedules, and production coordination
• Manage site selection, RFP creation and management, site inspections, and analytical recaps
• Oversee overall project execution, performance, and profitability
• Industry: Exhibitions / Event management / MICE, Specialization: Advertising/Media Planning, Role: Management, Position Level: Manager
• Problem-solving and management through stressful situations
• Project management, timelines, and task management
• Registration and communications best practices (experience with event registration platforms, including Cvent)
• Facilities management, audio-visual, room layouts and design
• Production, staging, and on site execution
• Vendor sourcing and management
• Contracting, negotiations, and compliance
• Risk assessment and management (emergency planning)
• Event budgeting and financials
• Evaluations, reporting and analysis
• Leadership and strong interpersonal skills
• Outstanding written and oral communications skills
• Working knowledge of Excel, Power Point, Word and cloud-sharing programs
• Understanding of social media in event settings

• CHANGE COORDINATOR & RESOURCE PLANNING operates within the Shared Lifecycle Management (LCM) team. We are responsible for managing the change tickets & service requests during their lifecycle in both customer as well as AT&T environment.
• We Perform Change Coordinator activities, including, but not limited to: authorize and approve minor/low Infrastructure changes, coordinate and conduct Change Advisory Board (CAB) meetings. Follow the Change Management process to ensure that all changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.
• Roles and Responsibilities:
• Monitor change activity maintain change records in appropriate tools
• Work Allocation among team members
• Coordinate change communication, acquire necessary approvals
• Attend all related change meetings (Focal point for eCAB related matter in MY)
• Facilitate teleconferences between various teams if required (Emergency ticket)
• Participate in change process improvements
• Industry: Consulting (IT, Science, Engineering & Technical), Specialization: IT/Computer - Network/System/Database Admin, Role: Management, Position Level: Manager
• Great time management with coordination capabilities
• Excellent written and verbal communication skills
• Approachable with positive attitude
• Detail orientated, persistent in chasing the approvals and follow up
• Stress resistant and assertive
• Responsible and focused on deadlines
• Experience with Client tools - C4C and HP CCS tool
• Experience with AT&T tools - AOTS CM tool (change management) and GPS

• End to end management of service delivery for IT Management Services.
• Handling Optimize the availability of IT infrastructure, systems, and services to meet the commitments ATIS has made to its clients in a cost-effective manner.
• Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration
• Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes
• Assuring that services and components are designed and delivered to meet their availability targets.
• Deep technical skillset and knowledge of customer environment.
• Bridge gaps between delivery teams and drive rapid recovery during incidents
• Provide a holistic view of the customer’s environment and make recommendations to improve overall service. Do this through the following actions (but not limited to):
• Promote monitoring systems to enable speedy detection and remediation of potential and actual IT failures
• Proactively identify cost-effective availability improvements within an availability plan
• Influence the design of services and components to align with business needs
• Initiate infrastructure changes to promote better system availability.
• Industry: Consulting (IT, Science, Engineering & Technical), Specialization: IT/Computer - Network/System/Database Admin, Role: Management, Position Level: Manager

• The Service Delivery Manager (SDM) has the responsibility for managing life cycle ordering requests for services defined as a MACD (pre-defined scope and price) as well as all transport circuit and standard (COE) product procurement (excluding custom hardware procurement) support on projects.
• We are independently responsible for negotiating shared expectations among customers, sales, and the supporting Work Centers, and communicating expectations to all organizations providing service to the client. They may partner with business operations and billing environments to ensure that the requested network services are correctly implemented, with all decisions ultimately at the discretion of the SDM.
• The SDM is solely responsible for managing the performance of the customer and AT&T service commitments, per the established shared expectation. This position requires the following: project coordination and decision-making (small to mid size projects which do not qualify for formal Project Management support); management of complex life cycle delivery with a focus on high speed and emerging services; full accountability of all escalation and expedite situations for the services they are implementing; ownership and management of the customer experience; order status and tracking; relationship management; Center of Excellence (COE) partnership management; identify process issues and coordinate appropriately to resolution.
• Service installations can often require after-hours coordinated activity and/or unplanned after-hours accessibility either involving customer-specific change controls, time-zone variances, expedited activity, and/or SDM participation in a cutover.
• Industry: Telecommunication, Specialization: Technical & Helpdesk Support, Role: IT Support/Helpdesk, Position Level: Senior Executive

• The Customer Reporting Officer is responsible for assembling the content of (through automatic or manual processes) and delivering the presentation of the contracted reporting deliverables for a group of Optus Business customers. The CRO is able to walk the customer through the content and presentation of the reporting and as such must have a thorough understanding of the content and how it relates to the requirements of the contract.
• Examples of reporting content include consolidated billing reporting which processes the billing inputs provided by the Configuration Management practice through the CSC Billing process and Service Level Reporting as provided by CSC practice.
• The CRO will also be responsible for preparing reporting deliverables for internal CSC use. The CRO uses the CSC Operational Support systems (eg BOSS) and supporting presentation applications (eg e-frams) and capabilities to produce the customer reporting as defined on the CS&S Business Management System.
• The CRO is the owner of the reporting deliverables and owns the resolution of disputes and queries at the second level. The CRO will draw upon the resources of the team to address queries and disputes.
• The CRO will have an intimate understanding of how the customer uses the reporting data and will use this knowledge to recommend improvements in CSC Reporting capabilities. The CRO will work together with other groups in CSC to ensure that the customer gains maximum value from the deliverables.
• Industry: Call Center / IT-Enabled Services / BPO, Specialization: Customer Service, Role: Supervisor/Team Lead, Position Level: Senior Executive
• KEY ACCOUNTABILITIES/MAJOR AREAS OF RESPONSIBILITY
• Key Accountabilities
• Timely delivery of contracted customer reporting
• Accuracy & Completeness of contracted customer reporting
• Management of disputes
• Handling of 2nd level billing queries
• Actively practise Customer Focus Team methodology
• Compliance with process requirements
• Required Outputs
• 95% Adherence Monthly schedule produced/customer
• 95% Completes monthly checklist/customer
• Disputes 80% resolved within 30 days, 95% within 60 days
• Billing disputes and inquiries to be resolved within SLA to be set in line with Customer expectation
• Demonstrated ability to be a team player.
• Actively participate within team to achieve team goals.
• Maintenance of up to date process documentation
• MAJOR CHALLENGES / PROBLEM SOLVING
• Handling large volume of customer reporting whilst maintaining clear understanding of individual customer requirements & expectations.
• To support the Customer Delivery Managers as required to manage client relationships to a level that is mutually beneficial to all parties.
• To make recommendations for the development and enhancement of business systems and policies that will improve the capability to produce & maintain accurate customer reporting.
• Proactively pursuing a competitive edge in outsourcing & integrated solutions by identifying innovative solutions and opportunities for continual improvement.
• Continuous development of skills and attributes and the effective sharing of knowledge within the Customer Reporting Practice

• The Business Analyst is responsible to provide knowledge and expertise in the business domain, assess the client's business requirements, provide alternative solution and evaluate the viability and feasibility of possible improvements. They bridge the communication gap between the business side and the IT throughout the application development lifecycle. The key responsibilities are detailed as follow:
• 1. Provide domain expertise & focus in the specific industry
• 2. Propose alternative solutions and technologies to improve and bring about high quality system solutions
• 3. Ensure that the resulting IT solution meets the needs of the defined business requirements
• 4. Develop evaluation tools and techniques and contribute expertise to Project Team to ensure that system proposals are fully analysed and evaluated
• 5. Develop technology integration strategies and plans
• 6. Perform an analytical and technical role in requirement gathering, analysis and design and proposal of solution to meet customer‟s requirements
• 7. Manage project scope and provide alternative solutions, assess the feasibility, recommend viable solution, and impact of implementing the requirements
• 8. Elicit justifiable, verifiable and traceable requirements from clients and stakeholders
• 9. Communicate these requirements to project managers and IT personnel
• Industry: Call Center / IT-Enabled Services / BPO, Specialization: IT/Computer - Network/System/Database Admin, Role: Management, Position Level: Senior Executive

• As a Performance Improvement Specialist I am required to monitor, audit and counsel the agents. Currently I am attached to the Billing team. My daily task in to audit all closed billing enquiry or disputes daily to ensure that all jobs are delivered within stipulated SLA and quality.
• Industry: Call Center / IT-Enabled Services / BPO, Specialization: Training & Development, Role: Training & Development, Position Level: Senior Executive
• "NCS "Difference In Quality Award" FY11, 1st Quarter for outstanding contribution in Project Step Up - Service Delivery Back Office Operations
• "NCS Service Delivery Excellence Award" - for making a difference and turning around a "Giant" customer - Flight Centre Limited by improving Customer Satisfaction
• Certificate of Appreciation - for demonstrating good Teamwork By organizing various SRC activities

• I been promoted to the Client company from my previous contract with SCICOM where i am with the Management team handling Back End process. My task include handling escalation, trainning on system development, checking on progress given to team member, meeting the Service Level Agreement with the Customers
• Industry: Call Center / IT-Enabled Services / BPO, Specialization: Customer Service, Role: Others, Position Level: Senior Executive
• I received "You are Spotted" Award - from the IT team for being the most helpful Back Office Staff

• Service Management Officer (Escalation Team) for an Australian telecommunication company. I am handling the corporate client. My job is to ensure all job gets completed in the specific time allocated, handle escalation and complains. I was then promoted to WA (workload allocator) where i was handling escalation, assigning task to my team, monitoring call Que (Avaya CMS)
• Industry: Call Center / IT-Enabled Services / BPO, Specialization: Customer Service, Role: Call Centre Executive, Position Level: Junior Executive
• Received "Core Value Award 2007" for outstanding Challenger Spirit on the Optus Premium Managed Service Desk, KL

• My job requires me to listen and troubleshoot problem of internet connection through the phone. I am able to understand all walks of life and their way of speaking, through this is I am able to isolate the problem and give prompt solution for the connectivity problem
• Industry: Call Center / IT-Enabled Services / BPO, Specialization: Customer Service, Role: Call Centre Executive, Position Level: Non-Executive

• Industry: Electrical & Electronics, Specialization: Entertainment/Performing Arts, Position Level: Non-Executive