This document provides a professional profile and summary for Eluru Ramesh Kumar. It outlines his 6 years of experience in ITES/BPO sectors working as a Senior Analyst and Quality Control analyst for ECentric Solutions on projects for Johnson & Johnson. It also details his previous roles at IBM DAKSH as a Senior Practitioner for CRM Operations and as a Sales Executive. His education includes a Master's in Computer Applications and a Bachelor's in Computer Applications. Key strengths include being hardworking, getting along well with others, and having strong communication and technical skills.

1. Eluru Ramesh Kumar rameshkumareluru@gmail.com
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Eluru Ramesh Kumar Mobile: +91-9533353500
Professional Profile
 Having 6 years of pleasant and well-versed experience in ITES/BPO/KPO sector.
 Working as Senior Analyst and as QC with ECentric Solutions.
 Awarded as “Best Employee of the Year” and “TopPerformer”.
 Worked for 2 years as Senior Practitioner-CRM Operations at IBM DAKSH, Vizag.
Core Competencies
Functional Areas WindowsXP/Vista/7andDOS6.0
Technical Areas MS-Office 03, 10 and 12
Employment History
 Working with ECentric Solutions, Vizag a CMMI level-5 company.
 Client: Johnson-&-Johnson (Medidata Project).
 Designation: Senior Analyst, QC.
 Roles/Responsibilities (Senior Analyst):
 The main objective of the project is User & Site administration.
 Creating New accounts, Updating, Activation and Inactivation of accounts and sites for
specified Study, Role(s) and Environment(s).
 The Account and Site administration process is performed according to Medidata
development Standards and Guidelines.
 These accounts are used for Clinical Trials under the Health Care domain.
 Delivery model for this project is offshore only.
 Roles/Responsibilities (Quality Analyst):
 Allocating work to team members and Train the new members.
 Analyzing of mail requests and error checking of solved tickets.
 Ensuring and reporting of QC-Pass or QC-Fail.
 Internal auditing, Quality check within the team, making internal adjustments to rectify
the errors and enabling team to improve accuracy & meet the quality metrics.
 Analyzing the errors and conducting error discussion meeting to the team for
improvement.
 Tracking the daily volume and production of the team using Google Docs.
 Trainings and Sessions (Medidata Project):
 Handling a team of 4 practitioners (Semi Voice).
 Training the practitioners regarding the Quality Issues and escalations.
 Trained the practitioners regarding the product awareness.
 Trained the practitioners regarding the Solution Implementation Life Cycle SILC
Completion.
 Track trainee progress and update deviation from Lesson Plan.
 Give individual feedback to every trainee with a view to improve their performance.
 Excellent overview of all support functions towards Timely delivery.
 Delivered appropriate training approaches for candidates for non-voice process.
 Integration of process oriented role plays for trainees.

2. Eluru Ramesh Kumar rameshkumareluru@gmail.com
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 Feb2012-Jan2014: IBM DAKSH, Vizag.
 Client: Maruti Insurance and Axis Bank.
 Designation: Practitioner-CRM Operations and Sales Executive
 Roles/Responsibilities:
 Handling different types of customer’s queries regarding vehicle insurance.
 Handled both inbound and outbound calls.
 Providing the customers with necessary information.
 Verifying and issuance of the new insurance and renewal of insurance.
 Ensuring overall customer satisfaction.
 Sales job role is to pitch to customer in order to generate leads and establish sales.
 Lead a sales team with 7 (seven) practitioners.
 Ensuring more sales/leads generation.
 Ensuring each lead into successful sale/conversion.
 Ensuring customers positive feedback and appreciation.
 Awarded with The Ovation award.
 Aug2010-Dec2011: Discovery Multinational Real-con Ltd.
 Designation: Technical Support Executive (Semi Voice).
 Roles/Responsibilities:
 Handling in bound calls and semi voice calls.
 Handling the E-mail requests and responding according to query.
 Resolving the customer issues and queries via E-mail.
 Providing the customers with necessary information regarding queries.
 Maintaining records of work done using Google docs.
Education
 Master in Computer Applications from Orissa Computer Academy, Odisha.
 Bachelor in Computer Applications, Silicon Valley Computer Education, Odisha.
 Intermediate (PCM), S.H.C. Mohavidyalaya, Madanpur, Odisha.
 Higher Secondary Education, S.E.Rly.M.H.S School, Jatni, Odisha.
Achievements
 “The Ovation” award for significant contribution in sales at IBM.
 “Best Performer” for the Quarter 2 and 3.
 “Best Employee of the Year 2015”.
 “Top Performer” for 3 months successively.
Professional Training/Certifications
 Certificate Examination in General Insurance Examination conducted by IRDA.
 2015 R1 Product Awareness for J & J.
 Anti-Phishing Training Course.
 Electronic Records and Electronic Signatures.
 Information Security Briefing Fall.
 Overview of the Solution Implementation Life Cycle.

3. Eluru Ramesh Kumar rameshkumareluru@gmail.com
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Personal Details
Date of Birth : 5th Jan, 1986
Nationality : Indian
Gender : Male
Hobbies : Stamp Collection, Currency Collection
Interests : Cricket, Teaching.
Languages Known : English, Telugu, Hindi and Oriya.
 Hard working.
Strengths
 Get on well with others.
 Cheerful and courteous.
Skills Gained
 Good verbal and written communication skills.
 Good technical knowledge of PCs and be able to fix basic PC issues.
 Good Knowledge of trouble shooting, Internet and basic networking.
 Good technical knowledge of Operating systems like Windows XP, Vista and 7.
 Good working knowledge of MS-OFFICE.
 Able to handle unforeseen situations.
Extra Circular Activities
 Participated and Represented Odisha Team in National Level Cricket Competitions conducted
and organized by Indian Youth Twenty-20 Association.