Vinod Subramani

Managed geographically dispersed teams, driving collaboration and timely project delivery.

Primarily worked on implementation of network projects, including firewall and SDWAN configurations, contact centers (UCCx, Cisco contact centers), and IVR design and Served as the primary customer point of contact, ensuring strong engagement and effectively managing stakeholder expectations.

Key accomplishments:

• Generated over $20 million in revenue during 2023-2024.
• Successfully led and completed a year-long global hardware refresh project for PwC, overseeing the configuration of over 300 devices, and consistently delivering 100% client satisfaction.
• Successfully implemented UCCx, Cisco contact centers, and IVR redesigns for high-profile clients such as Accenture, Royal Caribbean, and Pfizer.
• Applied agile methodologies to implement an SAP software upgrade for an internal project.
• Consistently recognized with multiple accolades and awards for outstanding performance and delivering excellence across projects.
• Consistently adhered to PMI best practices throughout project lifecycles.

Acted as a liaison between technical teams and customers, ensuring efficient resolution of technical issues.Managed a team of 35 senior and junior technical analysts, providing support and guiding them to resolve customer issues. Monitored and tracked team KPIs to ensure consistent performance and service delivery.

Key accomplishments:

• Played a key role in an automation project, partnering with Automation Anywhere to automate repetitive processes like service ticket creation and assignment, reducing workforce needs by 50%.
• Consistently received Spot Awards and Performer of the Month recognitions for exceptional performance.
• Collaborated directly with customers in service improvement meetings, driving enhancements in service quality.
• Additionally, served as a trainer for new joiners, delivering process training and maintaining comprehensive knowledge repositories to ensure consistent team performance and streamlined onboarding