Operational Executive : Resume CV

[Guest-IJT]

Neethu Uthappa
nitu_uthappa AT yahoo.co.in

Objective :
Seeking a challenging position that will help me to apply and enhance my skills in order to gain quality experience that will allow me to take maximum advantage of my skills and serve the organization with honesty, sincerity and hard work
I am an innovative thinker, able to apply analysis and creativity to problem solving. I am a highly personable, self-motivated and diligent individual with flexibility to adapt to new situations. My core competencies are in the domain of Operations including Service Excellence, Training & Development, Quality Compliance and Team Management.
Driven by high energy levels, I am confident of making visible contribution to company’s growth and profitability objectives.

Professional Summary :
Presently working with Wipro technologies
Have 3 years of experience in Incident management & PMO
Prior to this worked as customer service executive in IBM, Bangalore,
Taking care of D&B customer June 2007 to March 2008

Personal Skills :
- Comprehensive problem solving abilities.
- Excellent verbal and written communication skills.
- Ability to deal with Customer diplomatically, willingness to learn, team facilitator.
- Willingness to learn. Comfortable in working in a team Extra Curricular
- Highly motivated with new challenges
- Willingness to Learn

Trainings Attended :
- Power of Attitude
- Change today to tomorrow
- Advance Excel
- Service Excellence Program
- Sprit of Wipro

Work Experience :
Working with Wipro InfoTech & Technologies-From March 2008 till Date
PMO Executive
- Any internal resources requirement need to drive till the fulfillment of the requirement of resources
- Responsible for all the necessary SOW
- Co-ordinating for back ground verification with the agency of client & arranging the documents for smooth activity
- Taking care of billing activity in cpro of resources in the project
- Checking the resources billabity status daily weekly & monthly if any corrections driving till the closure
- Review with the resources manager on the requirement of resources & open indent
- Role to Role movement in the project
- Project to project movement in the project
- Reporting structure changes
- Cleanup activity for open indents

Service Level Agreement May 2010 to July 2010 :
- Responsible for Incident Management and SLA performance.
- Handling shifts end to end operation related to Incident Management.
- Review & follow-up of open Incidents on daily basis.
- Inter domain coordination.
- Domain Discussion on the improvement of SLA.
- Giving our feedbacks to arrange the Training sessions for Engineers.
- Responsible for Process adherence and quality of an incident.
- Coordinate the review, presentation and release of other documentations
- Follow up with Tool’s Team for the day to Day Issues.
- Manage the team and produce high quality work
- Understand, use and contribute, best practices for production
- Follow and ensure record keeping and document management
- Check the overall performance of the team and enhance the capacity of the team continuously
- Intervene when necessary to aid the group in resolving issues
- Escalate issues as per the SLA requirement
- Manage the team and produce high quality work
- Distribute and oversee work in progress
- Carry out work smoothly and efficiently within the team
- Continue to motivate team members to develop and improve skill levels
- Check the overall performance of the team and enhance the capacity of the team continuously
- Act as an intermediary between the Supervisor and the team members
- Sharing the trend report on SLA Achievements.

Regional Coordinator for service desk of ITC project for south
Wipro InfoTech GSMC Mysore from March 2008 to April 2010 :
- Deftly managing business operations Services while leading a twenty two member team and served as a single point of contact for customers, Engineers & Principal
- Accountable for maintenance of all process related documents
- Providing complete support to field engineers and monitoring end to end
- Solely accountable for maintaining KRA (Key Responsibilities Area) Report for team members on daily & monthly basis
- Mentor new associated while gaining experience of providing complete on the job trainings
- Determine training needs through quality checks, identifying training gaps & conducting programs to enhance operational efficiency of the process
- Provide Assistance and Overall man management; also handle dissemination of information and updates.
- Handle customer escalations and coordinate with other departments to resolve issues
- Successfully designed structures and methods to develop quality based and time efficient processes
- Conceptualize & implement strategies to enhance operational efficiency and ensure adherence to all the set parameters to enhance the efficiency of various aspects of the service delivery cycle
- Measure the performance of the processes in terms of efficiency and effectiveness matrix and ensured adherence to Service Level Agreements
- Ensure adherence to quality specifications and successfully handling the related formalities & documentation
- Collect and collate data and generating periodic reports and carrying out value added analysis of reports to facilitate strategy planning
- Ensure timely service delivery to the clients within the stipulated period while maintaining smooth operations
- Instrumental in maintaining high resolution rate and equally good customer satisfaction rate for the team
- Email response was deliberate on time.

IBM Customer representative Executive June 2007 to March 2008 :
- Dealing with different types of customers for all kind of D&b Report requirement
- Very confident in giving the data which are available & raised concerned for non availability
- Conveyed customers for the appropriate claims as per the policy
- Maintained good repo with customers & team members
- Knowledge shared for the new joiners on the process & taken initiative
- Handled critical of customers

Educational Qualification :
Certifications in Foreign trade & ITIL V3 Foundation
Foreign trade certification J.S.S Women’s college Mysore

Degree College University / Board :
B’com J.S.S Women’s college Mysore
PUC Govt PU College Department Of Pre-University Education Karnataka
SSLC D.Banumaiah girls high school Secondary Education Examination Board Karnataka

Achievements :
Rajayapuraskar & Rastrapathi Award in The Bharath scouts & Guides
Service excellence program project and bagged Fighter’s team of ITC in Wipro InfoTech for achieving proactive incident reduction

Place :
Date : 30/March/2011

[Guest]

RESUME :
HANUMANTH.Y.GULAGANDI
E-Mail Id : hanumanthraddi AT gmail.com Mobile No: 9019615288

CAREER OBJECTIVE :
To work in a progressive organization that incorporates varied spectrums of work & diversity, this endows consistency, competency & expertise in professional as well as social sphere, Quest to work in a professional environment.

EDUCATION QUALIFICATION :
Course Board/University Institute Name Year of Passing Results :
MBA Karnataka university Dharwad Institute of excellence in management science. 2012 First-class
B.com Karnataka University Dharwad(KUD) SSFG College Naragund 2010 First-class
PUC Department of Pre University Board S.K. College Savadatti 2007 Second-class
SSLC KSEE Board, Bangalore S.R.high school Tupadkurahatti 2005 Second-class

COMPUTER PROFICIENCY :
M.S Office, C Language.

PROJECTS UNDERTAKEN :
MBA 2nd SEMESTER :(at the time of 2monts project)
“EFFECTIVENESS OF SERVICE QUALITY AT RENUKA BAJAJ SAVADATTI”
- “To know the effectiveness of service quality at Renuka Bajaj ”
- The firm has a good market goodwill and has many satisfied customers and have created good image in the minds of the Customer
- Relationship between the customers at the time of service.
- The term “skills” include those characteristics, which most people use to describe a company.

MBA 4th SEMESTER :(at the time of 4months)
“MARKET SCENARIO OF MAHINDRA TRACTORS AT RURAL MARKET “
- Objective
- “To know the To examine the competition of tractors in rural market ”
- The study will help the company to make strategies for this region and emphasize on their weaker areas ,so that the customer needs are satisfied
- “4ps”, environment, competitors , market position,

EXPERIENCE (IF ANY) :
NCC B and C certificate and trainee with 2 year experience.
Working at college SSGF Govt college Naragund
Duration : July 2009 to June 2012.
Worked as trainer and NAAC

RESPONSIBILITIES :
- Establishment of Control Room.
- Handling office work
- Training of NCC Cadets
- Attending so many camps
- Knowledge of Plans.
- Risk factor knowledge
- Awareness.
- Responding to Warnings.

STRENGTHS :
- Self Motivating.
- Smart worker.
- Ability to work as an individual and in a group.
- Sincerity & co-operate as a team player

PERSONAL PROFILE (Brief) :
Date of Birth 01/06/1987
Sex Male
Marital Status Single
Languages Known English, Hindi, and Kannada
Nationality Indian.

HOBBIES (OPTIONAL) :
Reading Newspaper,
Magazines,
Listening Music’s etc

Declaration :
I hereby declare that the above statements are true and complete to the best of my Knowledge and belief

Place : HUBLI
Date : 24/01/2013

HANUMANTH.Y.GULAGANDI