Bangalore University

Kendriya Vidyalaya

Project/Program Manager

Oracle

Assistant Manager - License Deal Management

We are a team focused on applying proven Project and Program Management methods to customer support initiatives and challenges within Customer Experience.

In our capacity as a formal Project Management organization, we offer a depth of experience and resources that enable successful execution of projects ranging in size, complexity and reach; in executing our role as a Program Management office, we enable the administration of on-going processes/programs that span CE horizontally, usually for a finite period of time until pre-defined criteria are met.

Whether we are launching new systems to better support our products and customers, or managing the delivery of results from targeted programs, it is our goal to consistently provide our CE customers with needed outcomes in accordance with pre-determined requirements (i.e. scope, timing & budget.)

Yahoo

* Creating standardized processes/policies across products, documenting processes/policies where they exist and optimizing workflow.

* Determine revenue control and establish process differences inorder to improve operational efficiencies and effectiveness through appropriate policies and processes.

Global Policy & Business Process Specialist

* To Lead and Manage the Vendor Quality Teams on Yahoo! properties for Product Support Managers, Outsource Vendor Managers, Operations Management, Internal Customer Care and Vendor groups.

* Develop and maintain strong working relationships with Vendor Quality and Operations staff, facilitating performance review sessions and driving action plans to close process gaps and improve performance in key areas.

* As a Global Quality Specialist, I also perform Product Management roles. Such as distilling customer insights from millions of customer interactions received through multiple channels.

* Lead Property specific performance reviews every week/month with each of the Vendors, PSM’s and Operations Leaders and drive performance improvement measures.

* Analyze the root cause of customer incidents received through multiple channels and propose actionable insights for product improvements.

Senior Quality Specialist

* Operational support team which involves answering advertiser inquiries via email and ensuring the advertiser questions are resolved at first point of contact.
 
*  Work directly with advertisers at all levels helping to diagnose their issues, identify opportunities and promote behavior that grows spends with Y!SM but also ensures long-term success.

* Be an expert with respect to Y!SM concepts &amp; tactics and search marketing best practices and be able to communicate these to advertisers.

* Performing daily/weekly audits and compiling feedback &amp; CSAT scores.

Senior Client Advocate

* Joined this company as ‘Process; ’ and was initially handling simple work. Looking at my performance, I was immediately moved to complex work and was promoted to ‘O2’ grade as ‘Senior Officer Process’.

* I was in Quality Assurance Team for 3 years.

Execute quality checks.
Act as a main point of contact for Quality related updates.
Managing the Quality Executives (5). 
Anchoring the conference calls with clients.
Work allocation for the quality team.

* Giving suggestions and recommendations to the team to improve quality performance.

* Work in tandem with the process trainer to identify the training needs.

Rathna Suresh