Ramanathan Chandran — CEO
Summary I am Ramanathan Chandran, an achievement driven and highly versatile professional having over 30 years of experience in multi-million-dollar organizations spanning across diverse industries. Have rich exposure with IT/ITES, Contact Center/ BPO, Service Desk/ Helpdesk, Applications Support, End User Computing Support, Data Analytics, Digital Transformation – Automation/ RPA, Financial Services, Retail, e-Commerce, and Social Media Monitoring. Managed Sites with P&L Responsibility. Champion innovator with an ability to synergies people, process, and technology. Headed Large scale Customer Service Operations/ Delivery in all mediums of support (Voice, Email, Chat, and back office) – 500+ FTEs/ 18-20 million interactions annually. Worked globally across US, UK, EMEA, APAC & India. Managed complex & multi-lingual delivery across domains spanning pre- and post-sales support. Led Workforce Planning for over 2700 employees globally. A thought leader, an out of the box thinker with solution centric approach and a clear sense of purpose and urgency when faced with diverse set of challenges. Core Competencies - Head – Delivery/ Operations/ P&L Ownership - Cost Optimization Initiatives - Process Outsourcing & Vendor Management - Workforce Management & Planning - Digital Transformation / Automation - Social Media Sentiment Analytics - Stakeholders’ Management - Strategic Planning & Execution - Client Escalations Management - Global Program Management/Transitions - Pre-Sales Solutioning - Global Service Desk/ Helpdesk/ Applications Support - Competitor Data Analytics - Team Building & Leadership Significant Contributions - Managed P&L for business portfolio up to $20 Million - Established and managed Global Service Desk/Helpdesk Delivery Operations - Drove accelerated growth and ramp-up for global operations/delivery - Drove turnaround profitability and growth for businesses - Global Expertise in managing clients across US, UK, EMEA, APAC & India - Consistently high NPS (Net Promoter Score) & CSAT with managed accounts - Metric driven approach to manage sustained operational delivery - Expertise with driving Digital Transformation / Automation initiatives - Strategic thinking & operationalizing for enhanced customer experience - Worked on volumes channelization (Assisted/Un-Assisted) to bring in efficiency and scale - Expert in Workforce Planning for profitability and retaining customer delight - Data focus approach to problem solving & conflict management - Leveraged Six Sigma/Agile Methodologies to run critical projects
Stackforce AI infers this person is a seasoned leader in IT/ITES and customer service operations with a focus on digital transformation.
Location: Bengaluru, Karnataka, India
Experience: 30 yrs 11 mos
Skills
- Delivery/operations Management
- P&l Ownership
- Global Program Management
- Care Center Operations
- Digital Transformation
- Operations Management
- Customer Contact Center Management
- Technical Support Management
- Service Delivery Management
Career Highlights
- Over 30 years of experience in diverse industries.
- Led large-scale customer service operations with 500+ FTEs.
- Expert in driving digital transformation and automation initiatives.
Work Experience
Infosys BPM
Senior Services Head - Client Operations (5 yrs 4 mos)
HP
Head – Care Center Operations / Leader – Digital Transformation & Social Media (2 yrs 5 mos)
Amazon
Senior Manager, Operations, Digital Content and Commerce (1 yr 8 mos)
Ocwen Financial Solutions Pvt. Ltd. - APAC
Director – Customer Contact Center / Home Retentions / Bankruptcy (1 yr 11 mos)
Serco
Site Director, LAT AM Operations (2 yrs 4 mos)
Sutherland Global Services
Sr. Business Director (3 yrs 4 mos)
WNS
Vice President - Operations (9 mos)
Dell International Services
Partner Site Lead / CCO Manager / Tech Support – Area Manager (5 yrs 5 mos)
Tracmail India Pvt Ltd
Service Delivery Manager (2 yrs 3 mos)
CEAT Tyres Limited
MIS Officer (3 yrs 4 mos)
Shalimar Tar Products Ltd
EDP Officer (1 yr)
India Glycols Limited, Delhi
Assistant Executive (1 yr 2 mos)
Education
Excelerator - Strategic Leadership Program at Indian School of Business
Senior Leaders' Programme of the 3-Tier Programme for Executive Education at Indian Institute of Management Ahmedabad
Diploma in Software Technology and Systems Management at National Institute of Information Technology
Diploma in Business Management at Welingkar Institute of Management
Bachelor of Commerce (B.Com.) at Birla College of Arts, Science & Commerce, University of Bombay
High School at Birla College of Arts, Science & Commerce, University of Bombay
SSCE at Manjunatha Vidyalaya, Maharashtra State Board
