1. S. Venkatesh
E-Mail: venkatesh.woil@gmail.com Mobile: 9212710299
Service Marketing /Operations / Customer Relationship Management
A result-oriented professional with experience in handling Service Operations, Customer Service,
Service Training, Systems Implementation and Team Management . A thorough professional
with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.
Recipient of recognition & appreciation at numerous occasions. Abilities in motivating workforce in enhancing
their efficiencies & assisting them to deliver quality services to consumers. Strong relationship management &
communication skills.
Area of Expertise
Service Operations Client Relationship Management Sales & Marketing
Systems Implementation New Set ups Team Management
Training Liaison Process
Enhancement
CAREER HIGHLIGHTS
Nov ’09 till date: Resident Manager – Sales and Marketing
Jaiprakash Associates Ltd.
Key Deliverables:
 Ensuring the ongoing provision of services that enhance the efficiency and effectiveness of property
transactions and the provision of land information
 Maintaining and enhancing relationships with external and internal stakeholders for smooth operations
 Improving the customer service systems, processes, services and shaping the organizational/functional
strategy with implementation and driving performance.
 Leading the Customer Services function and service delivery
 Developing, implementing and maintaining a consistent quality customer service standard within the
regulatory framework
 Regular improvement in service delivery thereby leading to Customer Satisfaction
 Working very closely with Boston Consulting Group for improvement in customer service process
 Working very closely with Ernst & Young on SAP implementation
Since Sep’08 till Nov’09: Sr. Manager-Services (All India)
M/s.Uniword Telecom Ltd. Delhi (Manufacturer of Telephones & PA Systems – ISO 9001
Co.)
 Spearheading service operations All India.
 Responsible for service delivery for TATA Products (Pan-India) for their telephones of various makes.
 Ensuring >95% service of SLA period within 6 hours (city & rural)
 Developing circles & clusters by placing Field Service Staff to achieve SLA
 Forecasting & making sure other make spare parts are available to the field staff
 Liaison with TTSL for collection of payments & business expansion.
 Support sales for GE phones service at distributor’s end
 Providing service for existing/old customers like Reliance, Airtel & Idea.

2. PAST EMPLOYMENTS
Nov ’91 - Sept ’08: Whirlpool
Last served as Sr. Manager-Consumer Services (All India)
 Established integrated Regional Call Centres for consistent service delivery with the unique concept of single
number pan-india.
 Involved in the implementation of IT software for complaint registration & closure with part settlement facility
CARE, eCARE & Magicare.
 Part of the core team involved outsourcing service operations to third party (service franchisee) 100%
(worked very closely with Andersen Consulting)
 Merit of implementing Usage Field Test (CUFT)
 Received
o Best employee of the year during “Integration of Whirlpool” in the year 1994.
o Quality Team Achievement Award (QATA) in the year 1999 for working very closely with all the three
factories for designing early warning system on new product failures in the field.
o Pinnacle Award winner in 2000~2001 for solely designing the brand identity manual for Service
Operations.
o Conducted training programs All over India for Service Engineers & CSE’s on Industry.
o Executed “Red Card System” down south & west branches wherein any potential dis-satisfied
consumer is flagged off and addressed accordingly
QUALIFICATION
 MBA in Marketing from Amity University
 B.Com from Madurai Kamaraj University
 Diploma in Training & Development (ISTD, New Delhi)
TRAININGS ATTENDED
 Leadership Training – MDI, Gurgaon
 Customer Handling Techniques, Managerial effectiveness skill
 Project Management
 Train the trainers
 Installation and trouble shooting of various Whirlpool products