Raghavendra Rao Yamana

Contact: +91 99201 71860;

Email: rvyam@yahoo.com
2C 404, Dreams,LBS Marg,Bhandup, Mumbai-400078
To Head Customer Service Operations with leading organisations.

Prcis

A dynamic professional with nearly 18 years of extensive experience in

Client Servicing, Process Design, Business Development & System
Development & Implementation.

Presently working with Castrol India Ltd. as National Customer Service

Manager.

Deft in providing service support, monitoring accounts, resolving issues &

problems & maintaining data.

Proven track record of implementing various system to improve & achieve

higher customer satisfaction.

Adroit in handling the queries & complaints of the clients & providing quick
redressal to the same.

Academe
Academe
B.Tech (Mechanical)
B.Tech (Mechanical)
Nagarjuna University
Nagarjuna University
1988
1988
Previous Assignments
Previous Assignments
Jul95-Oct97
Jul95-Oct97
Voltas Ltd.
Voltas Ltd.
Executive-Service
Executive-Service
Jul94-Jun95
Jul94-Jun95
Expo Marketing Ltd.
Expo Marketing Ltd.
Senior service Engineer
Senior service Engineer

Adept in managing & motivating teams for running successful operations with
extensive experience of developing procedures, service standards &
operational policies for business excellence.

Resourceful at maintaining business relationship with customers to achieve

quality product and service norms by resolving their service related critical
issues.

Feb90-Jun94
Feb90-Jun94
Hyderabad Allwyn Ltd.
Hyderabad Allwyn Ltd.
Engineer-Customer Service
Engineer-Customer Service

Excellent communication, interpersonal, analytical & team building skills with

the ability to work in a dynamic environment.

Date of Birth: 30th thJuly 1967

Date of Birth: 30 July 1967

Competencies Purview
Service Operations: Conceptualizing & implementing services plans / policies for the organization, ensuring
accomplishment of business goals.
Client Servicing: Building & strengthening relationships with clients thereby ensuring high customer satisfaction by
providing them with complete product support.
Dealer / Channel Management: Identifying and developing channel partners/ dealers for achieving business
volumes consistently and profitably.
Process Development: Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.
Quality Assurance: Working in close coordination in work groups for conducting process audits and detailing on
quality requirements and finalizing the quality plan.
Training / Development: Managing the development of training curriculum; formulating and reviewing training
outlines and determining appropriate instructional methodologies and formats.
Inventory Management: Ensuring optimum inventory and handling disposal of scrap to achieve cost savings without
hampering the process.

Raghavendra Rao Yamana

Contact: +91 99201 71860;

Email: rvyam@yahoo.com
2C 404, Dreams,LBS Marg,Bhandup, Mumbai-400078

Employment Recital
Since Mar07
Castrol India Ltd
National Customer Service Manager

Accomplishments:

Pivotal in setting up a contact centre for internal/ external customers thereby serving as a single point of contact.

Developed a customer care portal that can be accessed on line to get daily business transactions for customers.

Capably developed back end processes for all key trade commitments.

Defined service measures for the organization and business partners.

Played a major role in developing an ongoing CVA feedback mechanism that can give an indication on how well
the organization is faring on certain defined criterion.
Sep04- Feb 07
Reliance Energy Ltd., Mumbai
Zonal Customer Care Head
Accomplishments:

Pivotal in spearheading the entire gamut of activities to ensure high Quality Customer Service to clients.

Played a key role in developing new Customer Care Centers with Multi-tasking Approach, Better Ambience &
Interiors, Electronic Token System and other value added services

Actively involved in re-engineering the entire processes of customer care requests & complaints.

Instrumental in setting up two new Customer Care centers from start to launch

Developed a Customer Satisfaction index (CSI) & built in a process to track customer feed backs.

Improved the process of external communication to customer-Pro active communication.

Played a key role in increasing the service levels measured against resolution TATs from 50% to 85%.

Effectively managed and implemented the change over to SAP at Consumer Centre

Holds the distinction of handling a Project in Delhi for the duration of 6 months with Accenture to enhance Service
Levels of Delhi operations. Initiated and developed new processes for key complaints and requests. Played a
pivotal role in developing trackers to monitor TATs on complaint/request resolutions. Enhanced payment options.

Mar04-Sep04
D.V.S.Electronics (P) Ltd.
Manager-Customer Service

Accomplishments:

Played an active role in formulating service policies for the company.

Effectively developed Service Process Manuals for both external & internal customers; Service MIS; Franchisee
Network in key markets & Hand Book for franchisees to have better operational efficiency.

Raghavendra Rao Yamana

Contact: +91 99201 71860;

Email: rvyam@yahoo.com
2C 404, Dreams,LBS Marg,Bhandup, Mumbai-400078

Nov97 - Mar04
Godrej Appliances Ltd.
Branch Service Manager

Career Graph
Nov97 - Mar00
Apr00 - May01
Jun01 Jun03
Jul03 - Mar04

Head Service, Goa

Head Customer Care Center, Mumbai
Branch Service Manager, Kerala
Branch Service Manager, Hyderabad

Accomplishments:

Successfully achieved 100% growth in 2 years on service revenue from 97 lakhs to 185 lakhs.

Played a major role in correcting the market of Andhra Pradesh by consolidating; developing Dealer/ Franchisee
Network which in turn helped achieving the 3 crores revenue target for Andhra state.

Pivotal in initiating franchise performance rating mechanism to motivate franchises & create competitive culture.

Efficiently introduced Mobile Service & ensured effective coordination for better service levels

Resourcefully attained reduction in the inventory level from a level of 180 days to an all time low of 52 days.

Effectively completed a project to reduce the field response time of attending to complaints.

Capably identified the potential to get Annual Maintenance Contracts on other make A/cs.

Instrumental in cultivating 3 SMART CARE centers at key markets in Kerala.