Rajesh Raghavan

CAPGEMINI Apr '08 - Till Date
Consultant - Knowledge & Content Management
* SPOC & Knowledge Manager for regions like North America & Germany - proactive in defining deliverables, managing the scope of the project and achieving the targeted outcomes
* Responsible for analyzing social networks and assisting in the formation of communities within an organization to promote the brand and to encourage the spread of knowledge effectively by using collaborative tools and virtual get-togethers -YAMMER, Team rooms & Internal Communities & Portal blogs
* Liaise with the Onsite team/ Bid Manager for clarifications and work on the request to provide and recommend the best possible references/ boilerplate material for the bid
o Assist the team in proposal support, RFPs, and business development
o Sourcing information from multiple sources - KM 2.0, X1, Connect, Talent, website etc.
o Provide a summary of findings in well-organized manner which eases requestor's job of getting the right information
* Support Sales/ Delivery knowledge requests from Senior Management/ Bid Managers/Solution Architects/ Internal Clients and Sales Lead
* Maintain repositories of content, best practices collection, processing & re-use
o Maintain one common repository/ SharePoint/ Internal Portal
o Build and Improve Community Pages based on KM 2.0
o Taxonomy maintenance and tagging keywords, with inputs from SMEs where required
o Capture specific SBU references and refresh the same regularly
o Creation of reference packs for the respective sectors and service lines
Also, provide these knowledge /reusable information as and when require from the knowledge bases
* Collaborate with SMEs, Global Knowledge Management team and other stakeholders for the latest and relevant content and author technical/ non technical responses as appropriate
* Project Tracking for references and deliverables
* Maintaining of job tracking sheet, preparation of monthly country reports, utilization reports
* Worked in all aspects of PowerPoint, viz. Formatting, typography, graphs, diagrams, and active problem solving
* Help with the creation of capability deck for client visits/ presentation

Noteable Acheivements
Awarded for the best performer for the month of May, 2012

Responsible for handling individual projects directly through bankers.
Extensively worked with MS Power Point, MS Excel and MS Word. Have worked for dedicated process like NY based client (Lehman Brothers).
Expertise in working extensively on Advance MS Excel, Dynamic creations of professional presentation on MS PowerPoint, Outlook, SharePoint Designing and basic Dashboard reports - experienced with all aspects of MS Power Point like Formatting, Graphs / Charts, Tables, Pictures / Diagrams and Active problem solving. Similarly formatting and using all the functions of MS Word and MS Excel.
Handling client communication for routine work queries, weekly and monthly progress reports.
Have done a multiple and complex jobs such as gathering information from FactSet and Company Websites for specific Company Profiles.

ACCENTURE Jul '05 - Nov '05
Senior Yahoo Technical Support Executive - SBC Yahoo DSL

* Voice based support for pre approved subscribers on Yahoo Domain Server
* Analyzing & Troubleshooting - Managing uniformity in the process understanding at the client's and the organization's end according to the guidelines set by the client SBC Yahoo DSL
* Generating MIS Reports

Notable Achievements
Voice & Accent Certified - Licensed for handling LIVE Offshore clients by the certification program test conducted during the training process

TRACMAIL INDIA PVT. LTD. Jun '03 - Jan '05
Senior Microsoft Technical Support Executive - MSN Explorer, Messenger & Hotmail

* Managing team's performance. Co-ordinating between the onsite and offshore team. Briefing of the team members on latest updates and motivating them to work as a team. Reviewing the team's performance
* Conduct knowledge transfer of processes to new recruits within the team. Introducing onboarding trainings related to process and quality within the team
* Prioritization of work and allocation to individual team members. Conducting weekly team meetings to monitor the status of the process deliverables
* Assisting the team in query resolution. Providing training need analysis and performance trend analysis as requested by Business
* Researching on higher level issues by interacting with the offshore counterparts on various forums to discuss the status of the process, clarify any queries regarding the functionality etc.
* Responsible for preparing and presenting Monthly Business Review (MBR) to the higher management with Team Leaders
* Adhering Quality and Privacy Guidelines - ensuring adherence to prescribed compliance norms. Conduct team audits

Notable Achievements
Agent of the month for highest Customer Satisfaction and Internal Quality Ratings for MSN Tech process.


SIGNIFICANT CLIENTS & PROJECTS
* Cap Gemini
* Microsoft: MSN & Hotmail
* Yahoo
* Lehman Brothers
* Bear Stearns
* NIIT Professional Practice Program: Thomas Cook ICICI, NOKIA, Cadbury's & Evian


CORPORATE TRAININGS ATTAINED
- Product Training for Microsoft & Yahoo - Client Certification was required before catering to LIVE customers
- Extensive Voice & Accent Training in the ITES Industry
BEHAVIORAL: Professional Effectiveness, Business Communication Skills, Train the Trainer, Email Etiquette, Assertive Communication, Conference Call Essentials, Optimizing Work Life Balance, The Code of Business Ethics, Developing Positive Attitude, Know How to Converse with a Tough Client, Presentation skills
TECHNICAL: Hands on expertise with Newsletter, Message, Survey, Quiz & Event Registration Builder