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Name                                                              :       D V Ramakrishnan

 

Address for communication                        :        Flat # 103, 1st Floor,

   Premier Grihalakshmi Appts,

                                                                                 90, South End Road,

                                                                                 Basavangudi, Bangalore – 560 004

                                                                           India.

Contact numbers                                          :        Land line – 00 91 80 41534077                                                                                 

   Mobile – 00 91 98869 10592

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, Chennai,

                                                                                  Trichy, Mumbai, Cochin & Oman

Countries visited                                          :          Switzerland, United Kingdom,         

                                                                            Singapore, Malaysia, UAE & Oman. 

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.

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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 the same year in August. The career history from the year 1985 to as on date is furnished under, along with various credentials lamented.

1985 – 1992:

Joined as a trainee engineer on 26^th 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 Aug’ 98 as the “Regional Head” covering 14 districts of Kerala with team strength of 73. Appointed 7 direct “Customer care” franchisees.

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 & joined the “Al – Futtaim” group to head Oman as “Head – Customer Care”.

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 2^nd 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 & witness the “World Cup” Finals at Lords for overshooting my business target.

·         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,

Bangalore – 560 100.

Phone – 00 91 9880687157

      Mr. V Sekar,

Chief Executive Officer,

MRF – Funskool,

Chennai – 600 002.

Phone – 00 91 9840200529

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