1. Manager, Hewlett Packard
santoshkumar.hiremath@hp.com
+91-98807 57778
SANTOSHKUMAR HIREMATH
Objective: To make efficient and optimum use of skills acquired over a period of time while acquiring
new ones and working on existing short comings. This will result in a mutually beneficial relationship for
the organization as well as the individual.
Career Summary
 Possess more than 16 years of experience in Service Delivery, Tech Support, Supply Chain, Project
and Quality Management
 Currently 5 plus years in HP, I have diverse exposure to different roles, from Managing and Leading
medium to large scale tech support operations and Quality Improvement Teams
 Hands on experience in leading and managing teams supporting multiple Hardware Products and
IT service across all mediums of support
 Diversified experience in contact centre space, handling various functions such as Quality,
Operations and Client Service. Keenly interested to work in a challenging environment.
 Strong Analytical & People Management Skills with action oriented approach, which helps solve
problems & achieve higher than planned results
 Top 5 Strengths include : Responsibility, Positivity, Arranger, Activator & Individualization
Recent Accomplishments
 Black Belt Project: Achieved YOY CRT resolution cost saving of around $700K in FY16 comparing
with FY15 for India and SPR team by working closely with the supply chain and contact centre
teams. This is the biggest contributor to APJ CRT resolution cost saving. Selected for President’s
Quality Award for the same project.
 Lead and complete India CRT outsourcing and transition successfully, built up Wipro Kolkata CRT
team with strong capability and high performance
 Was selected to present Customer Satisfaction improvement project to Executive VP in Global
Leadership Forum. 5 Projects were selected at a global level.
 Lean Six Sigma Black Belt Professional trained by ASQ (American Society for Quality).
 First time ever implemented SPOS program in India. Started with $1294 in Nov and closed at $5832
revenue in the month of May. The legacy has continued and now spread across all the regions
Skills and Abilities
 Strong interpersonal effectiveness and teamwork. Skills to empower, influence and reach resolution
with direct reports, clients and colleagues
 Committed to teamwork & ability to handle stressful situations
 Excellent analytical, problem-solving and decision-making skills. People and Team Developer

2. Professional Experience
Customer Relations Manager, Hewlett Packard Oct 2013 – Till Date
My job involves Managing and Leading the Customer Relations for INDIA and SPAC
 Responsible for understanding and driving the performance of the business through, gathering
customer insights and intelligence to identify, prioritize and lead improvements in customer
experience to achieve improved business results
 Achieved high customer satisfaction on complaint cases, proved by meeting SNPS conversion% for
INDIA
 Work as a change agent to translate customer data into actionable insights, build improvement
plans and deliver sustainable customer experience improvements to strengthen and support a
customer centric quality culture
 Achieved YOY CRT resolution cost saving of around $700K in FY16 comparing with FY15 for both
India and SPR team, which is the biggest contributor to APJ CRT resolution cost saving. Perfect
balance of TCE and cost under his leadership.
 Work closely with all the stake holders to reduce escalations by using a proactive approach/model.
Service Delivery Manager for PPS INDIA OPS, HP July 2011 to Oct 2013
 Managing & Leading a team of 100 Plus People and responsible for end to end delivery support for
India PS AN and DT product lines
 Achieve Customer (TCE), Operation (Metrics), People, Cost Targets (Warranty cost).
 Drive great customer experience by meeting and exceeding SNPS scores for India.
 People Promise: Engagement / Performance Management / Career Guidance.
 Ensure seamless execution and implementation of improvement process/project.
Achievements
 Improved SNPS from 44% to 73% for India Portables
 Awarded thrice as the best manager FY 2011, 12 and 13
Senior Manager, Dell International Services India Pvt. Ltd Oct 2007 to July 2011
 Managing and Leading Team of 200 Plus People and responsible for end to end delivery of EMEA
Operations with products ranging from Printers, Desktops, Laptops and Workstations
 Transitioned Workstation business from onshore to offshore by delivering best in class results
 Work closely with Advanced Quality Analysts to reduce defect rates and maintain an effective Early
Warning System in coordination with Supply Chain and Inventory Management Teams
Achievements
 Awarded ‘Manager of the Quarter’ in Q3 FY07 for EMEA segment.
 Awarded ‘Manager of the Segment’ in Q4 FY08 for EMEA segment.
 Awarded ‘Manager of the Quarter’ in Q2FY09 for EMEA segment.
 Awarded ‘Manager with the most Balanced Score Card’ in Q4FY10 for EMEA segment.
 Awarded ‘Manager of the Quarter’ in Q3 FY11 for EMEA segment.
 Was offered “Project Program Management Sr. Advisor” position to relocate and manage
Philippines L3 org.

3. Team Manager, Convergys Sept 2003 to Feb 2007
Joined as a tech support rep and was promoted as Team Manager in 2014. Managed multiple teams
supporting Windows XP and MS Outlook
Lab Technician, KLE Engineering College March 2001 to Sept 2003
Worked as a Lab In-charge in the Computer Science Lab. One of the achievements was, networked all
the department labs through Siemens network, which helped ease communication between other
departments
Faculty, Symbiosis Technologies August 2000 to March 2001
Worked as a faculty for Java and successfully trained around 11 batches
KARNATAKA UNIVERSITY, DIPLOMA IN COMPUTER SCIENCE
MYSORE UNIVERSIRTY, BACHELOR OF COMPUTER APPLICAITONS
Acquired 17 Years of Education, of which 15 years of Formal Education,
10+2+3 (Polytechnic Diploma in CS), 2 years of Correspondence Education
from Mysore University – Bachelor in Computer Applications
DOB: 18th
August 1978
Marital Status: Married
Languages Known: English, Hindi, Kannada and Marathi
Hobbies: Travelling, Shopping, Marathoner & Music
Efficiency in meeting deadlines. Creative and Open Minded. Excellent
Analytical and People Management Skills
Outspoken, Impatient for results, tendency to be frank and express my
opinions honestly
I believe in the importance of the skills and traits of good communication,
respect for self and others and good character
Based on this belief, I promise to strive to the best of my ability to
communicate well with those around me, to respect others, and myself and to
practice good character, every day
EDUCATION
PERSONAL
INFORMATION
STRENGTHS
WEAKNESS
PERSONAL MOTO