Resume
Name
: D V
Ramakrishnan
Address for
communication : Flat # 103,
1st Floor,
Premier Grihalakshmi Appts,
90, South End Road
Basavangudi, Bangalore
Contact numbers
: Land line – 00 91 80 41534077
E Mail Id
: ramkidv@rediffmail.com
Qualification : Graduate (Electronics)
Year / University Passed : June’ 1985 / Mangalore University
Date of birth
: 14.12.1964
Current
employment : M/S BPL Group, Bangalore
Current
designation
: Head – Customer Care &
Retention
Current
CTC : INR 9 lacs p.a
Locations worked : Bangalore New Delhi
Trichy, Mumbai , Cochin Oman
Countries visited : Switzerland United Kingdom
Areas of interest
: Soft music, Traveling, Long
drives.
Languages
Known : English,
Malayalam, Tamil, Hindi & Telugu
Passport No.
: E
2624272
Indian driving license no. : 13046/NPDL/87
International
driving License No. : GCC 69849367
PAN No.
:
AAGPR6845J
CAREER
OBJECTIVES
To
leverage the experience gained in Service Management, Business Operations
Management and Customer Care as an SBU and utilize the same to energize and
orient a team to deliver high performance and sustainable results in a growing
organization under current market condition..
Academicals accredit: -
- Elected as the College student’s council secretary of the
institution as an outsider.
- Was nominated by the institution management as the key mentor
during inters college events. Received “award of excellence” for
conducting the “Science & Technology” fair at college level during end
1984.
********************************
Career growth analysis at a glance……..
ü 1985 - Joined as trainee engineer, BPL, Bangalore
ü
1987 - Head – Field operations, BPL Chennai.
ü
1990 - Branch in charge – BPLs Chennai north branch
ü
1992 – Branch Manager – BPL, Trichy
ü
1997 – Branch Head – BPL, Mumbai operations
ü
1998 – Regional Service Head – BPL Kerala operations – Cochin
ü
2001 – Business unit head – BPL, Tamilnadu & Kerala –
Chennai.
ü
2003 – Regional Manager – South – BPL, Tamilnadu, Kerala
& Andhra – Chennai.
ü
2005 – Head Customer Care – Al Futtaim Group, Sultanate of Oman
ü
2006 – Head Customer Care & Retention – BPL, Bangalore
CAREER History
Immediately on completion of my Graduation in the
year 1985, I joined the BPL group at Bangalore
1985 –
1992:
Joined as a trainee engineer on 26th Aug’
85 at Bangalore HQs.
Transferred to Chennai during July’ 87 & took
control of consumer field operations and subsequently elevated as Branch Head
of Chennai North branch with an employee strength of 11.
1992 –
1997:
Transferred to Trichy during Sep’ 92 as the Branch
Manager with a team of 16 covering 7 districts. During the tenure at Trichy, I
appointed “21” Authorized trade partners to cater the market load.
Promoted to
grade “M1” in 1994.
1997 –
1998:
Transferred to Mumbai during Feb’ 97 as the Branch
Manager with a team of 43.
Appointed two franchisees to cater Vashi &
associated markets at New Mumbai.
Promoted to
grade “M2” in 1997.
1998 –
2001:
Transferred to Cochin
Promoted to
grade “M3” in 1999.
2001:
Transferred to Chennai during Aug’ 01 as the “Customer
Business Unit Head” catering both Tamilnadu & Kerala.
Promoted to
grade “M4”.
2002: - 2005:
Promoted as “Asst General Manager – South” covering Andhra Pradesh, Tamilnadu and
Pondicherry & Kerala.
2005:
Resigned BPL & shifted professional career to Muscat , Oman Oman
2006
Due to domestic reasons, joined BPL mobile hand set
division as “Head – Customer Care” operating from corporate office, Bangalore
Credentials at a glance . .
. . .
1997:
·
Trichy was accorded the 2nd best branch in the country
during my tenure as the “Branch Customer Retention Manager”. Received award
from the Joint Managing Director - BPL Limited at an impressive
function in Bangalore
1999:
·
Received award from Director Marketing to visit UK
·
Created a new business record in Kerala’s profitability for March ’99
from an installed base of appx 9 Lac units – Population.
·
Generated the highest “Annual Maintenance Contracts” @ 509 no.s during
March’ 99.
2000 -
2001:
·
Exceeded the previous business record to touch a new figure during
March’2000.
- Achieved the country’s highest AMC count @ 1263 during September.
- Once again created a new business record during March’ 2001.
- Recorded the highest AMC business at Rs. 0.79 crores in the
country during the year 2000-01 – A new record in the history of the
company.
2002 - 2004
·
April’ 02 saw a new record on AMCs at 1933 No.s.
- June’ 03 recorded the highest AMC @ 3123 No.s & retained the
No. 1 position in the country. The zonal turnover @ Rs. 39.01 Lacs was
also the highest in the country.
- July’ 2004 recorded an all time high business exceeding Rs.68
lacs.
- Sep’ 2004 created the highest AMCs in qty to touch 4335 No.s in
the country.
2005
- Received certificate of excellence for “framing curriculum” from “His
Excellency – Minister of Education” at an impressive govt.
function.
- Recorded 43% revenue growth over the previous year.
- AMC business recorded 52% impressive growth over previous year.
Please note all the
above credentials are documented & I have received individual appreciation
letters from the top management from time to time.
Current Job Profile…
v Ensure implementation of
Standard Operating procedures of Customer Care.
v Network expansion to achieve maximum reach &
penetration.
v
Responsible for
ensuring CC operations cost within budget allocation.
v
To integrate the
CARE function & drive Customer delight across Business verticals.
v
Responsible for
Retentions of all Customers.
v
Assuring post-Sales
life cycle management & relationship build-out of all customers.
v
Prudent interface
with Sales for effective Sales & Service Integration.
v Key Dealer Visits – Relationship Building
v Study on Customer Retention
and arrive at Planned & Meticulous Solution.
v Ensure functioning of call
center with respect to Customer Complaints.
Accredits on “Customer Retention”
I had always perceived –
“The success in any organization depends on its ability to respond to
the increasing customer expectations, seizing the growing market opportunities,
effectively gathering vital information and acting quickly upon it”.
This
infact provoked my team to initiate various programs on customer delight
activities & few are as under,
·
An innovative approach
called “SAYDS – Service at Your Doorstep” was executed at major Cities. The
customers were taken for a big surprise & soon LG & Samsung followed in
select cities.
·
For the first time in
Kerala, my team promoted AMCs through chain stores dealing with consumer
non-durables & was linked with purchases made for redemption
·
“Instant & free
customer retention” camps were exercised at frequent intervals targeting the
festive seasons. All the customer care centers would execute simultaneously to
retain the uniformity across the region.
·
Region retains the credit
for holding the best inventory standards in the country without disrupting the
customer retention needs. The region was also accredited the best in inventory
planning.
·
Both Tamilnadu &
Kerala retains the best networked “customer care” centers in the country for
highest reach in terms of installed base.
·
Customer retention
profitability recorded the highest in the country in July’ 2004.
References:
Mr. H N Shrinivas,
Director
– Human Resources,
Hewlett-Packard,
Phone
– 00 91 9880687157
Mr. V Sekar,
Chief
Executive Officer,
MRF
– Funskool,
Chennai
– 600 002.
Phone
– 00 91 9840200529
*******
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