Raji Rajan, Operations Supervisor

Raji Rajan

Operations Supervisor

info fort

Location
United Arab Emirates - Dubai
Education
Bachelor's degree, Medical Electronics
Experience
16 years, 5 months

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Work Experience

Total years of experience :16 years, 5 months

Operations Supervisor at info fort
  • United Arab Emirates - Dubai
  • My current job since March 2011

•Design and implementation of physical records management strategies and procedures.
•Project planning and implementation of procedures concerning the quality control aspects of the archiving and records management policies.
•Develop and deliver technical presentations and demonstrations, assist customers in understanding how to integrate Info Fort systems in the client environment.
•Auditing the daily tasks and workflow of physical records management process, identifying the risks and setting up the necessary controls
•Deal with escalated complaints and take appropriate corrective and preventive action, in conjunction with other functional heads when necessary.
•Liaise with accounting team and IT team and attend meetings when appropriate to take briefs on the operational requirements for upcoming projects.
•Manage and provide solution to all escalated operational complaints raised by the internal departments such as customer service, sales and logistics.
•Ensure daily operations services are obtained within the targeted service level agreements, and to a high level of quality .
•Production of weekly and monthly statistical (warehouse, growth)reports and client specific reports.
•Closely monitoring the customer satisfaction trends and providing detailed action plans to maintain and improve the scores.
•Provide consultation support to management on defining operation team’s deployment strategy and KPI’s.


•Evaluate team performance by identifying Key performance indicators (KPI) and analyzing the same using reporting tools.
•Consulting and making recommendations on how to improve records management processes and offer alternative scenarios.
•Support the sales teams to translate clients and sales requirements into functional and technical specifications.
Build internal knowledge and solution models through presentations and conducting knowledge transfer sessions.

Administration Coordinator at Crown Relocations L.LC
  • United Arab Emirates - Dubai
  • June 2009 to February 2011

• Main point of contact for corporate clients of Crown Records Management. Handling over sixty corporate clients for its records management needs.
• Attend to customer requests and queries via telephone, email and web requests on a daily basis.
• Resolution of queries in a timely and effective manner. Deal with queries professionally by email and telephone.
• Create work orders using Citrix Client Server application for customer requests of boxes, files, media tapes throughout the day.
• Ensure that the Client Relationship Management (CRM) system is updated, as appropriate; log all correspondence in the CRM.
• Provide consultancy to clients to refine their records management policies, enhance their compliance programs and choose the individual services required to meet their specific needs.
• Ensure all clients follow the same process for requests in line with Crown Records Management procedure.
• Generate invoices for corporate clients on monthly basis in line with the Client’s contract using the automated invoicing script (RMI) in citrix.
• Attend to client queries on invoices and clarify the same. Also take corrective measures to ensure accurate billing is generated.
• Attend regular client meetings along with the account manager to take client feedback and improvise customer service based on client feedback through development of new policies and procedures.
• Conduct training for corporate clients on web requests, invoice queries on web, status of delivery.
• Escalate and follow-up of cases requiring further action and likewise report to the client.
• Adhere to latest training and support standards and procedures.
•Attend to queries related to records management from new/potential clients.
• Understand client requirements and prepare service proposals (SLA).

QA Test Engineer-Software Testing at ness technologies
  • India - Bengaluru
  • September 2007 to April 2009

• Coordinate with various IT teams for project specific tools and software solutions.
• Experience in understanding of the business domain-clinical research domain.
• Gathering client requirements, business needs and project objectives via feedback sessions and client meetings.
• Attend client calls and coordinate with the specific IT team for delivery of requirements.
• Attend workshops and exhibitions to study the market intensity of Clinical Research.
• Experience in manual testing with hands on experience in web-based application.
• Good understanding of all phases of Software Development Life Cycle (SDLC), Software Test Life Cycle (STLC).
• Experience in the design and development of Effective Test Cases, Test Data and Test Execution based on
the business requirements.
• Hands on experience using Mercury Quality Center 9.0 and conducted training sessions on the same
• Preparation of product training material and conducting trainings for new joiners as part of the Quintiles Orientation Program
• Involvement in understanding of requirements with product management team.
• Conduct trainings for new joiners as a part of Quintiles Orientation program.

Education

Bachelor's degree, Medical Electronics
  • at M.V.J College of Engineering
  • March 2007

• Project Title : Arterial Pulse Simulator as a Teaching Aid Client : St. Johns Medical College and Research Hospital Domain : Medical Electronics, Software • Programming : C++

Specialties & Skills

CRM software
ASP.NET
Microsoft Office
MS office
Oneil Software
VB Scripting
MS Excel

Languages

English
Expert

Training and Certifications

Certification Course in C++ (Training)
Training Institute:
NIIT India
Date Attended:
March 2006
Certification Course on ASP.NET (Training)
Training Institute:
NIIT India
Date Attended:
January 2007

Hobbies

  • Travelling,Music