Sukesh S Nair

Email : sukesh.inn@gmail.com | Mobile : +91 9900213474

Date of Birth: 16th Sep 1981
Address: #205, Maanya Mansion, Kanshiram Nagar, Vidyaranyapura P.O, Bagalore-97

Summary

A dynamic professional with 15 plus years of experience in handling Multi city account management and
projects implementation, while working in Management, implementation, change management and
Consultant roles across IT/ITes Telecom Industries. Expertise in coordinating diverse teams and resources
to complete given objectives.

Education Qualification

Bachelor of Science Bachelor of Science in Computer Science from Sheshadripuram First Grade
in Computer college, Bangalore in the year 2003
Science

Certification

Entrepreneurship
A 1.5 yrs based managerial and employee development program “Beyond”
Development designed and mentored by Indian Institute of management Bangalore
Program (EDP):
(IIMB) at 24/7customer Pvt Ltd

Professional History
Nivaata Systems Pvt Ltd (Routematic) Jan 2014 – till date
Principal Consultant (Customer Success and Project Management)

Routematic is a cloud ERP for enterprises to manage and automate their employee transportation process.
Routematic also runs fleet for organizations and have given cost optimization up to 50% for corporates. The
project implementation consists of change management and stakeholders involved in the process are
Transportation, Facilities, Information Security, HR, and Finance teams.

During My tenure at Company,

 Have led and successfully completed multicity 50 + projects implementation in NCR, Pune, Mumbai and
Bangalore region.
 Managed some of the largest and profitable account; Managed revenue stream of over ₹ 20 million
 Did up-selling (fleet and Managed services) to the existing customers of ₹ 8.5 Mn annually for 10 existing
clients
 Set up implementation process, which enabled Routematic to complete implementation process 2 weeks
earlier.
 Overseeing periodic release and change management
 Established strong customer relationships, high quality customer experience, promoting adoption and
executing flawless services across 60 plus accounts having a total user base of 100,000 users.
 Worked with sales/BD team to show case feature during Pilot & POC, was part of team covert high value
pan India customer.
 Organization: Nivaata Systems Private Limited (Routematic) Jan 2019 – Current

Designation Principal consultant – Customer Success

• Leading Account management team of South. Oversee all consulting engagement

with Clients to digitize, Optimize and automate their operations
• Lead engagements with over 60 clients having a total tool user base 100,000
employees
Key • Collaborate with the Product and Engineering team to design solutions based on
Deliverables feedback from the clients
• Organizing Monthly/Quarterly meetings to help customers to do Cost Benefits and
ROI analysis and finding o opportunities to improve overall productivity
• Successfully led teams to ensure on-time implementation of our product thus
ensuring a seamless transition for clients
Organization: Nivaata Systems Private Limited May 2016 – Dec 2019

Designation Service Delivery Lead/ Sr Consultant

• Implementation of Employee Transportation Management System for Large

scale organization which include Requirement Gathering, Product
configuration, Scope identification, Project plan creation, Service level tracking,
UAT, SLA management and User training etc.
Key
Deliverables
• Requirement gathering and solution analysis for the client to achieve
quantifiable benefits.
• Project management for the implementation of Routematic solution.
• Providing billing solutions for the Logistics Department of various MNCs.
• Training various departments for the usage of Routematic.
Organization: Nivaata Systems Private Limited Jan 2014 – April 2015

Designation Sr. Manager Support

• Setup Support desk Team for company

Key
Deliverables
• Train team on Product and Set process
• Maintains staff by recruiting, orienting, and training employees

Transact Global BPO Services India Pvt Ltd Feb 2013 – Nov 2013
Asst. manager – Operations.

Organization: Transact Global BPO Services India Pvt Ltd Feb 2013 – Nov 2013
Asst. manager – Operations.
Designation

• Ensure Service Level Agreements (SLAs) for the across process are met as agreed
upon with the client
• Ensure there is right Staffing And SLA are met on daily basics on across projects.
• Client relationship Management.
Key
Deliverables
• Ens4re that MIS & Reports are Sent
• People Management
• Training and Development
• Providing Insight to client
• Ensure Quality parameters are Met Across projects

Navya Technologies Pvt Ltd May 2011 – Jan 2013

Asst. manager – Operations.
Navya Technologies is a Bangalore based consulting company with clients such as InterActive Corp, (owners
of topmost social and dating websites), Playrific (a US based company offering online content solution for
children), and Navya Network (a US based company building an expert system to determine the best course of
treatment option for complicated medical case). Navya Technologies has housed over 70 employees in its
sprawling offices off Infantry Road in the heart of the city of Bangalore

Organization: Navya Technologies Pvt Ltd May 2011 – Jan 2013

Designation Asst. manager – Operations.

•Ensure Service Level Agreements (SLAs) for the process are met as agreed upon with
the client.
• Identify causes for non-achievement of SLAs, develop solutions and execute the
same.
• Review and analyze performance reports against targets on a weekly/monthly basis
with Team Leaders and with client to investigate causes for performance
deviations.
• Ensure process compliance with all business rules and regulatory directives, and
adherence to all operational processes and procedures such as disaster
Key recovery, 3rd Party SLAs etc.
Deliverables • Conduct weekly reviews with team leaders and open house with the entire floor to
be updated on all floor issues / concerns.
• Monitor compliance adherence through timely audits, generating awareness on the
floor etc.
• Participate in client review calls and handle escalations

• Play a significant role in long-term planning, including an initiative geared towards

operational excellence.
• Management of assigned budget in coordination with the Upper Management.
• Supervise and coach Team Leaders on a weekly basis.

Absolute Computers Pvt Ltd May 2009 – Jan 2011

Team leader – Operations

Organization: Absolute coputers Pvt Ltd May 2009 – Jan 2013

Designation Team Leader – Operations.

 Quality monitoring and calibration of calls followed by feedback to the agents.

 Adherence monitoring.
 Preparing reports on daily, Weekly and monthly basis of the team.
 Managing customer interactions effectively
Key
Deliverables
 Ensuring customer satisfaction with every interface
 Optimizing each customer contact to deliver value to both the end-customer (in
terms of delight & satisfaction) and the client in terms of business value.
 Meet the quality standard and follow company security policies.
Complete ongoing training to stay abreast of product, service and policy changes.

24/7 Customer Pvt Ltd Sep 2005 – April 2009

Senior executive – Operations

24/7 Customer Pvt Ltd, is the world’s first global, integrated customer lifecycle management services company.
24/7, a winner of CCF award for Best Non-European Call Centre for 2007, with approximately 6,500 employees,
has 30 marquee clients and over 6 million transactions per month. Headquartered in Campbell, California, 24/7
Customer is a rapidly growing global company. With state-of-the-art facilities across 11 global delivery centers
that accommodate nearly 9000 seats, 24/7 Customer is among the top 20 Contact Centers worldwide. 24/7
Customer provides Integrated Customer Lifecycle Management services (CLM) to the Global 1000 companies
across the financial services, technology and telecommunications, retail and services industries.

Organization: 24/7 Customer Pvt. ltd Sep 2005 – Apr 2009

Designation Senior Executive – Operations.

 Deliver world class customer service and build customer satisfaction and loyalty.
 Provide effective and timely resolution of a range of customer inquiries.
 Strive for one-call resolution of customer issues.
Key  Complete ongoing training to stay abreast of product, service and policy changes.
Deliverables  Strike a positive and cooperative tone with both customers and coworkers.
 Increase the customer experience by providing information on new products, rate
plans, and services through up selling opportunities.

Alpha garments pvt. Ltd Feb 2004 – Sep 2005

Store manager – Retail

M/s Alpha garments (P) Ltd, a subsidiary M/S Madura Garments (Div. of Indian Ryon and Industries LTD.) is
one of the most reputed fashion houses in India which more nine international brands to its credit

Organization: Alpha Garments Pvt. ltd Sep 2005 – Apr 2009

Designation Store Manager – Retail

 To deliver brand Promise, achieve Sales target

 Assisting the Area Manager in all managerial functions.
 Promoting sales and achieving the store target.
 Exploring key resource area.
Key Deliverables  Inventory control
 Stock replenishment
 Achieving Customer delight by imparting best customer services.
 Achieving optimum Avg. bill value.
 Maintaining Customer Profile and complaint handling.

Skills

¨ Post sales and Implementation ¨ Stakeholder Management

¨ Team Building and Mentorship ¨ Project Life Cycle Management
¨ Client Training and Management ¨ Release and Change Management
Academics
 BSc (Computer science) from Sheshadripuram college, Bangalore
in 2003.
 Entrepreneurship Dev. Program from Indian Institute of Management Bangalore

 Languages known English, Hindi, Malayalam, Kannada, Tamil References: Available on request