Cee Vee

PADMANABH PADIYAR

SKILLS SUMMARY

ITIL V3 Certified Manager with over 8 years of extensive experience in process re-engineering, program management, training development and deployment ,people management and quality improvements using six sigma and lean methodologies.

EMPLOYMENT

IBM GLOBAL PROCESS SERVICES                                                         Oct 2009 – Present

Manager Transformation – Delivery Excellence                        (Oct 2009 – Present)

Bangalore, Karnataka

DELL INTERNATIONAL SERVICES                                                   Aug 2004-Dec 2008

Manager – Global Escalations Management Team                (Aug 2008 – Dec 2008)

Bangalore, Karnataka

  • Managed the Technical – Global Escalations Management team at DIS, Bangalore (reporting to Director-Operations)
  • Led a team of 20 Executive Support Resolvers (L2 and L3) handling Time Sensitive, Legal, Better Business Bureau, Attorney General’s Office escalations and Corporate Level escalations addressed to the CEO, Executive Leadership Team and Board of Directors.
  • Liaise with sales, manufacturing, process engineering, and operations teams to reduce number of escalations, improve internal processes and expedite issue resolution.
  • Conduct weekly/monthly/quarterly reviews with the Director –Operations and heads of various consumer business units.
  • Review the escalation process through CLCA to identify and eliminate gaps thus reducing the number of executive escalations.
  • Work on assignments that are unique in nature where strong analytical ability is required in order to resolve or define complex issues.

Achievements:

  • Was awarded ‘Key Cross-Functional Contributor’ by the business for streamlining the Technical Executive Escalation Process.
  • Cross-trained all the Executive Support Resolvers on the various consumer product lines and segments for optimal resolver utilization.
  • Successfully reduced the turnaround time of Executive escalations resolution by 50% as compared to Q1 and Q2.

Team Manager -US Consumer Customer Care ( Jan 2007- Aug 2008)

Mohali, Punjab

  • Managed the US Consumer Customer Care Team at DIS, Mohali (reporting to Area Manager –Care Operations)
  • Managed a team of 18 Resolution Experts and one Resolution Specialist (L2).
  • Responsible for improvement in CE, Productivity and Quality metrics for the business like CSat, Comm. Sat, Problem Resolution and Quality Audit Scores. Also, helped business improve AHT from a messaging and communication point of view
  • Ensure that the bottom quartiles for the business are trained (need based or module based)
  • Work on an Individual Development Plan to ensure team members develop the required skills to grow within their current roles and to prepare for their next.
  • Influencing the behavior of team members towards the achievement of business goals.
  • Providing issue resolution support to the team and handling escalated customer issues.
  • Motivating a team of volunteers to assist in community development programs.

Training Programs and Sessions Attended:

  • Leadership Essentials.
  • “Driving teams to excellence “conducted by CHRYSSALIS
  • Attended the CHCS (Customer handling & coaching skills) training conducted by Achieve Global
  • Attended the Leadership Academy at Dell to enhance key managerial skills.
  • Successfully completed the online courses in Project Management Essentials and Project Integration Management (PMBOK® –Third Edition aligned) through Dell E-Learning Academy for Leadership.

Achievements:

  • Was awarded ‘Manager of the Quarter’ for exceeding the business goals in Q2 FY09.
  • Was awarded ‘Key Cross-Functional Contributor’ by the business for liaising with the Consumer Technical Support team to reduce improper transfers.
  • Designed and Led the Gold Messaging project impacting 120+ frontline agents and improving quality audit scores by over 14%.
  • Worked on the design and development of Gadget – an online tool based on Microsoft SharePoint server. The tool was used as a one stop shop for all Dell Policies and Procedures.
  • Successfully launched an entity wide Performance Dashboard displaying key metrics and trends.

Senior Training Specialist (Jun 2005 – Dec 2006)

Mohali, Punjab

  • Part of the Technical Process Training team skilled in training new hire agents on all Dell Consumer Product Lines.
  • Develop programs, methods and materials for the coaching of staff, as agreed with Team Managers against the company skills and competency matrix.
  • Maintain records of training to provide accurate information for self-development and upgrade of technical skills.
  • Responsible for Training Content Design and Delivery and for conducting New Trainer Assimilation Workshops.
  • Deliver 1:1 coaching as well as group workshops, laboratories and role play as necessary.
  • Where appropriate co-ordinate the delivery of specific courses through other providers.
  • Conduct research to develop specifications for content of courses and training manuals.
  • Develop and implement methods for evaluating the effectiveness of programs and modifying the same based on feedback.

Training Programs and Sessions Attended:

  • Leadership Essence II.
  • CCMT (Call Centre Management Training)
  • Attended the Dell Trainer Certification Workshop.

Achievements:

  • Was awarded ‘Trainer of the month’ for August and December 2006
  • Was awarded ‘Trainer of the Quarter’ for Q3FY07
  • Responsible for the successful deployment of Total Solutions (Tech Support driven Sales venture) and Fee -based Support services (Dell-on-Call and Expired Warranty Support) in Dell Mohali.
  • Responsible for the successful deployment of Windows Vista training and SME development covering over 350+ Technical Support Resolvers.
  • Collaborated with the Training team in Manila to set up the Dell Notebook technical support segment in DIS, Manila.

Technical Support Expert – All Dell Product lines (Aug 2004 – June 2005)

Bangalore, Karnataka

  • Responsible for identifying customer issues and provide an effective and timely solution to the customer.
  • Skilled on handling technical issues with all Dell Consumer Segment product lines (Desktops, Notebooks, Printers, XPS and Wireless Networking).
  • Skill transfers, mentoring and coaching on various C-SAT behaviors to new agents on the floor.
  • Conducted vitality trainings to the team on a regular basis.

Training Programs and Sessions Attended:

  • Leadership Essence I.
  • Yellow Belt Essentials.

Achievements:

  • Was awarded ‘Tech Support Agent of the Month’ for March and May 2005.
  • Was awarded ‘Tech Support Agent of the Quarter’ for Q3 FY06.
  • Was featured in ‘Be the reason’ (fortnightly e-newsletter) for providing outstanding customer experience.

BHARTI MOBILE LTD.                                                     May 2002 – Nov 2003

Customer Care Executive

Mangalore, Karnataka

  • Providing Service and Sales assistance to Mobile customers walking in to the DSA outlet.
  • Identify ways to reduce customer churn.
  • Training and Mentoring new hires and marketing executives to bring them up the learning curve.

EDUCATION

  • Currently Pursuing a 2 year “Global Program in Business Leadership” from TASMAC, Bangalore progressing towards an MBA from University of Wales, UK.
  • Diploma in Computer Science and Engineering from N.R.A.M.Polytechnic – Udupi District, Karnataka.

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