Sukesh S Nair: Nivaata Systems PVT LTD (Routematic)
Sukesh S Nair: Nivaata Systems PVT LTD (Routematic)
Sukesh S Nair: Nivaata Systems PVT LTD (Routematic)
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.
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
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
•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
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.
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.
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
Skills
Languages known English, Hindi, Malayalam, Kannada, Tamil References: Available on request