1. B.RAMANI BABU
SUMMARY:
• Overall 10.4 years of experience in customer service industry.
• Excellent experience in inbound (Customer care) and out bound (collection, Sales and C-
Sat).
• Proven experience in Telecom, Commercial product, Banking and Tele media
• Certified on GB Six Sigma , COPC (HPMT) and ISO Internal Auditor
• Internal auditor for ISO & COPC ( BAB )
• Strong in automation of the process.
PROFESSIONAL EXPERIENCE:
FLIPKART INTERNET (May, 2013 till date)
Flipkart Manager Corrective & Preventive action (Strategy & design – Operations)
• Handling RCA team ( CEO escalation )
• Handling Analytic team to identify the proactive escalation and fixing it
• Presenting review to CEO on a weekly basis on RCA and its actions
• Identifying CAPA and close looping the same
Flipkart - Quality / Audit & compliance Manager (Service Excellence – Support Function)
• Responsible for Customer experience through Transaction monitoring
• Driving QPO for the business and highlighting business level insights
• Compliance audit on the set process
• Focus audit on the key business metric ( Returns / TOA / RVP )
• Publishing qualitative metric dashboard
• Identifying the fraud through RCAs & data analysis
• Enhancing Business/ Customer experience through system fixes
AEGIS Limited an ESSAR Enterprise (Feb 1, 2013 till May, 2013)
Aegis - Quality Assistant Manager (International business):
• Responsible for Handling Transaction monitoring (COPC) and Quality assurance for the
Hire right, Time, GSK, Lenovo and UHC.
• Handling 1Quality lead and 28 Quality executives
• Driving QPO for the business and highlighting business level insights
• Driving Client, End user and Stake holder satisfaction.
Contact: 9880412861
Email: ramani2sam@gmail.com

2. SPANCO BPO Service Limited (Mar 17, 2012 to Jan 31, 2013)
Spanco - Quality Assistant Manager (AIRCEL South1 & South 2):
• Responsible for Handling Transaction monitoring and Quality assurance for the Aircel
and Videocon Business.
• South zone Quality SPOC three centers ( Mysore , Hyderabad and Coimbatore)
• Successfully setup quality function for the two new centers ( Mysore and Hyderabad)
• Dedicated manager for the all the Aircel Accounts such as Prepaid (800 FT and 50 PT),
• Handling 16 Quality executives
• Driving CEET (C-Sat), Repeat, R&P and Internal Quality score.
SPARSH LIMITED an INTELENET global service (Oct 29, 2011 to Mar 12, 2012)
Serco - Quality Assistant Manager (HOD – Head of the department):
• Responsible for Handling Transaction monitoring and Quality assurance for the Aircel
Business (RoTN, Chennai).
• Dedicated manager for the all the Aircel Accounts such as Prepaid (700 FT and 50 PT),
Postpaid (75 FT) and GPRS (60 FT).
• Driving Client, End user and Stake holder satisfaction.
• Handling 16 Quality executives and 2 Quality Team leader
• Driving CEET (C-Sat), Repeat, R&P and Internal Quality score.
• Conducted YB training for the entire QA team.
AEGIS LIMITED an ESSAR Enterprise (Aug 20, 2007 to Oct27, 2011)
Aegis - Quality Assistant Manager:
• Responsible for Handling Transaction monitoring (COPC) and Quality assurance for the
Airtel Business.
• Dedicated manager for the all the Airtel Accounts such as Airtel DTH ( 300 FT and 100
PT ), Airtel Retention (100 FT) and Telemedia (60 FT).
• Driving Client, End user and Stake holder satisfaction.
• Handled 10 Quality executives and 5 SME.
• Handled Automation Tools such as TMT (audit sheet) and KMT (knowledge tool) for
PAN India (5 Centers).
• Driving NSS (CSMM), Repeat, ICE, QMC and Internal Quality score.
• Conducted B2B (Variance and Operational Management training) for the entire
Operational support team.
Aegis - Quality Team leader:
• Handled Transaction monitoring (COPC) and Quality assurance for 11 LOB such as
(Airtel DTH , Airtel Retention , Docomo , SCB , Kotak , Yahoo , Western union ,
Mahindra & Mahindra, Toyota , Wipro and Dhanalakshmi bank).
• Handled 11 line of business with 23 Quality executives in my team
• Weekly & Monthly performance review with client.
• Meeting the Span ratio, Audit, rostering the QA’s according to the shifts.
• Monthly review with the QA team and ratting team on scale.

3. Aegis - Operation Team Leader - Airtel Retention (Mobility):
• Handled 25 Executive in my team
• Responsible for Process and Team performance
• Adhering and meeting the expectation of COPC (operational bench mark).
• Top on the COPC (BAB score card for the center).
Aegis - Quality Specialist & Executive:
• Handled 5 Quality Analyst in my team.( South Zone Airtel retention process)
• Handled Airtel Retention and TTSL Quality related reports for Tamilnadu,
Kerala,Karnataka, and Andhra Pradesh.( south zone )
• Auditing, Coaching and projecting the process and agent level gaps.
• Preparing Weekly and monthly review PPT.
OPTIMUS BPO SERVICES FROM POLARIS (Mar 3, 2006 to Aug18, 2007)
Optimus - Quality Executive:
• Handled 30 Tele callers with 25 audit /agent/day
• Pilot batch to create audit sheet.
• Finding process gaps and solution
• Calibration with AM & Managers
Optimus -Tele caller:
• ICICI Bank Loans Collection. ( handled Auto , home , personal , car od , Stpl , two
wheeler )
• Awarded me as best performer on the year 2006
ACHIEVEMENT AND SUCCESS STORY:
• Developed SET Tool – Integrated all quality activities in the tool
• Successful projects on AHT (IB - DTH), C-Sat (TTSL), Repeat (IB – DTH) and Wrap
time (Airtel Retention)
• Gyan Guru Tool – Developed Self learning tool ( Excel , 7 QC tool & Variation
Management )
• TMT - Developed automated audit tool for the Airtel Business
• Quick Finger - Created an Update dissemination Pop up, Auto tagging tool
• Created an Automated performance review mechanism for the Quality team
• COPC - BAB ( Brilliant At Basics) – Internal Auditor and Topper
• Attended one day training session with Peter gloom (Founder of COPC)
• Project AQL - Aegis Quality League ( Quality Call match )
• Gurukulam - Initiated a motivation and learning project for the entire employee with the
internal master’s .Dance, karate, Table tennis, and yoga.
• Awarded by Airtel client for automation of Quality dash board.
• Created SOPs for Quality Management system
• Automated Feedback & Audit roster to minimize the deviation.
• Created dash boards on Quality, ICE and CSMM which gives an analytical output.

4. • Free bird Project - Successfully completed Six Sigma Yellow belt project on Enthusiasm
- (TTSL Prepaid).
• Automated internal C-sat score and repeat % based call audit.
TECHNICAL SKILLS:
• Good in Presentation skill
• Good in Excel 2003, 2007 and 2010
TRAINING COURSE:
• Six Sigma GB trained and YB certified by Aegis
• Trained on COPC – (QPO, QBPS, HPMT and Transaction monitoring (2.4)) by Aegis.
• ISO - Trained and certified as an internal auditor by Flipkart
• Successfully completed ACE silver Program on Professional, Personal and People
Leadership by Aegis
EDUCATIONAL:
• MBA from Annamalai University
• B.com from Annamalai University
• HSC completed from North Coimbatore Boys Hr. sec school (March - 2003)
• SSLC completed from SBKV Kikani Vidhya Mandir Hr. sec school (March - 2000)
PERSONAL PROFILE:
Name : B.RAMANI BABU
Father's Name : M.G.Balu
Date of Birth : 26.09.1984
Sex : Male
Marital Status : Married
Languages Know : English, Hindi, Tamil, Telugu and Kannada
Address : 7/5 A, KRG Nagar,
3rd
Street, Opp to CMS School,
Ganapathy, Coimbatore.
DECLARATION:
I do here by declare that all the above information’s furnished by me are true to the best of my
knowledge and faith. I would delight to meet you at your earliest Conveniences.
Place : Coimbatore.
Date : (B.RAMANI BABU)