Pradeep Kumar Ponpulavil

About Pradeep Kumar Ponpulavil

An enterprising leader with extensive experience and exposure in Customer Services, Service Desk, Technical Support and Client Servicing. Proven ability to lead and manage large teams, build a dynamic and motivated environment to achieve organizational goals/objectives. Detail oriented professional with a track record of consistently achieving projected targets, yet maintaining a friendly persona. FORTE: • People Management / Development • Operations & Service Delivery • Process improvements / re-engineering • Client / Customer relationship • Strategic / Operational planning • Incident Management • Customer Satisfaction / Retention • Performance Management • Service Level Management • Knowledge Management • Mentoring and Coaching • Quality Assurance • MIS & Reporting to Senior Management • Recruitment

Experience

1. Manager, Customer Support

   Oracle

   Sep 2018 — Present · Bengaluru, IN

   As part of Oracle acquisition of Aconex, I\'ve joined the Construction & Engineering Global Industries Unit (CEGIU) and manage the Support team based out of India.RESPONSIBILITIES:• Oversee support operations based in India and provide extended assistance to global support teams• Build and maintain relationships with key clients• Pro-actively provide input into customer service strategy, procedures and direction• Work closely with the Client Services, Account Management, Provisioning, Sales, and Development/Cloud Ops team to promote teamwork and collaboration• Acquire understanding of industry processes in order to promote and provide best practice advice to clients• Acquire comprehensive knowledge of the Oracle Aconex platform• Decision making - Identifying issues and opportunities, taking action consistent with available data and anticipating likely outcomes• Conflict management• Performance management• Process reengineering

Education

• St. Joseph's College

  Pre-University

  2002 — 2004

• Bhartiya Shiksha Parishad

  Bachelors in Commerce

  2004 — 2007