1. Ananthraman Ramaswamy
B-103, Niranjan Apts, HiraNagar, Mulund- (west),
Mumbai – 400080
 9819658641 (Mobile)  ani24ya@gmail.com
Objective
A responsible & challenging position which can utilize my knowledge, skills & experience in contributing towards
fulfilling the company’s objective
Professional Profile
 Over 10 years of qualitative cross-functional experience; inclusive of over 5 years experience at middle
Management level. Expertise in Business Development, Process Management, Transition Management,
Knowledge Management, Client Servicing, Service delivery Management, Training & Development.
 Detail oriented with an analytical bent of mind and a positive attitude.
 Team player with strong organizational and interpersonal skills.
Organizational Experience
QualityKiosk Technologies Pvt. Ltd. (April 2012-Till date)
MIDC, Mahape, Navi Mumbai
Designation : Assistant Manager
(April 2016- Till date)
- Account Management, Client Servicing
Job Content:
 Focusing on growing and developing existing clients, together with generating new business.
 Maintaining Constant contact with one of India’s largest Private Bank & managing their account for
Automation testing.
 Designed process document, Schedules & instructions for cross functional Testing Teams.
 Presented fortnightly management reports to CTO & Delivery heads of one of India’s Largest Private Bank.
 Maintained customer loyalty to guarantee continued business growth.
 Actively listened to client objectives and concerns to maximize satisfaction.
 Resolved project scheduling and product issues in a timely manner.
QualityKiosk Technologies Pvt. Ltd.
MIDC, Mahape, Navi Mumbai
Designation : Project Lead
(April 2015-March 2016)
- Performance Monitoring Services/Customer Experience Management
Job Content:
 Driving Process Excellence & continuously working to enhance it.
 Handling Accounts of Key Clients from their requirement phase to delivery.
 Designed process document for the Customer Experience department & integrated it with Training of new
hires.
 Managing Operations and multiple projects for a team of 60+ members. In charge of Change Management,
Risk Management and People Management.

2.  Designed training documents & Trained over 60 Engineers who monitor & test the performance of website,
mobile & Tab based applications of Banking, Trading, Finance, Ecommerce, Automobile, Mutual Funds &
Depository.
 Co-ordinating with Technology Heads & Networking Heads for any new & nascent requirement.
 Co-ordinating with HR Team in designing Training & Development program for the Customer Engagement
Management Team.
 Currently a member of Centre of Excellence committee, which is involved in Incident Management.
Achievements:
 Successfully handled Delivery Management of Clients from BFSI Domains.
 Devised Measuring Parameters to monitor the performance measurement of applications in Mobile Platform.
 Created detailed process documents & work instruction manuals for the new hires.
 Implemented Training & Development Program for Customer Engagement Management Team.
 Designed and implemented KPI measures, measurement systems and visual tracking controls/dashboards to
manage process performance for sustainability and continuous improvement.
Prowerweave Software services India ltd.
Marol, Andheri (W)
Designation: Team Leader – Operations
(29th December, 2010 – 25th
October, 2011)
Job Content:
 Managing a team of over 20 Associates.
 Responsible for the Weekly & Monthly targets of the organization as well as Client.
 Client Management, SLA Management and Employee Management for the program.
 Managing the Invoicing and other legal formalities for the program.
 To ensure that all Information Security related activities are carried out and conduct internal audits for the
same.
 Responsible for all reporting requirements for the client and internal management team.
 Reviews with client as well as higher management on the team performance on weekly and monthly basis.
 Forecasting, Staffing and Scheduling.
 Managing Attrition and Absenteeism in the program.
 Conduct Performance review with the team on daily, weekly and monthly basis and motivate them to achieve
their targets.
 Motivate the team to achieve and excel in their KRAs.
 Co-ordinate with HR, Admin, and IT team for any team related concerns.
Project Worked on (International) – Graphic Designing and Order Management for the largest promotional companies
in US.
Aditya Birla Minacs Worldwide Limited (formerly known as Transworks Information Services Pvt. Ltd.)
COPC 4.0 Certified, ISO 9000-2001
(4th
June, 2007 till 14th
December, 2010)
Projects Worked on (International) - One of the largest Online Loyalty clubs in the US entertainment sector. Spanish
Customer Service based in Latin America. Worked as a Researcher for an Employment & Education screening Company
based in United States of America.
Projects Worked on (India) - One of the largest manufacturing companies in the metal industry sector in the world,
Leading Insurance and Mutual Funds company in India.
Applications Worked on - Kana, Crossroads, MS Access, Web X, Citrix, Avaya, Aspect, Talisma, CMS, Mainframe
Database.

3. Designation: Senior Web Associate – Operations
Job Content:
 Managing a team of 30 Associates.
 Responsible for team handling and managing the process.
 Contributing to the Weekly, Monthly & Yearly targets of the organization as well as Clients.
 To have excellent knowledge of the process.
 Preparing various reports and analyzing those for corrective action and continuous Improvement.
 Participating in weekly and monthly review calls with the clients for program performance.
 Assisted the program manager in Forecasting, Staffing and Scheduling for the program.
 Maintain Staff Attrition and Absenteeism reports.
 Conduct Performance review with the team on daily and weekly basis and motivate them to achieve their
targets.
 Team briefings on daily basis.
 Conduct desktop audits and check for the data security.
 Co-ordinate with HR, Admin, and IT team for any team related concerns.
Achievements:
 Successfully handled the pilot team for 2 new LOBs for the same client in English & Spanish.
 Selected for the Knowledge transfer for the new LOBs for the program.
 Initiated measures for measuring and improving occupancy and utilization on the production floor.
 Conducted internal audits based on the ISO 9001:2000 Standard for other programs.
Wipro BPO
Designation: Customer Service Associate (Voice)– Operations
(30th
September, 2004 till 30th
November, 2005)
Job Content:
 Trouble shooting for an ISP based in North America.
Achievements:
Initiated measures for measuring and improving occupancy and utilization on the production floor.
Academic Credentials
 PGDBM from NMIMS in the year 2013
 B.E from Mumbai University in the year 2003-04
 HSC from Mumbai University in the year 1998-1999
 SSC from Mumbai University in the year 1996-1997
Personal Details
Date of Birth : 7 July, 1981
Marital Status : Married
Languages Known : English, Hindi & Malayalam

4. Place : Mumbai _________________
Date : ANANTHRAMAN R