Ravi Pratap Singh

About Ravi Pratap Singh

Experienced goal, performance, and people-driven leader enabling customer and business success. ITIL and Change Management Certified expert with over 16 years of diverse experience in Support Experience, Service Operations, Customer Success, and Incident & Account Management across BPM, Financial, Security, and IT industries

Experience

1. Senior Manager, Business Operations - Customer Success

   Salesforce

   Aug 2020 — Present · Hyderabad, IN

   Versatile Global Support functions leader with expertise across Global Support Strategy & Operations driving operational efficiency, process improvement, and global strategy implementation across diverse regions and clouds. SAFe Agilist, Prosci Change Practitioner and ITIL Certified expert with over 17 years of diverse experience in Support, Service Operations, Customer Success and Incident & Account Management.• Stakeholder Management: Skilled at communicating and working effectively with peers, onshore partners, and account leadership to coordinate activities and prioritize actions and act as a key influencer with the stakeholders• Data-driven decision-making: Use tools like Tableau and GUS reports and dashboards for analysis and impact assessment.• Customer Success: Understanding of direct and inverse relationships between key business metrics and able to interpret metrics and critical data. Key customer engagement followed by actionable insights to improve the overall experience of the product/platform ensuring end customer delight• Continuous Improvement & Gap Analysis- Assisting teams to implement and adopt AI-powered solutions for requested ideas and features- Working with IT services teams to identify the strategy for continuous improvement in global business processes and tools- Working with leadership teams to deploy appropriate controls; execute final implementation of the change/process improvement- Various successful projects executed include- support case backlog reduction, swarming + knowledge first, security remediation, Idea/Intake process, quarterly audits and more• Project Management: Scoped projects, Executed multiple active work streams, and ensured agreed delivery timelines • Change Management: Implementing structured approaches to minimizing disruption, improving efficiency, and ensuring the team is equipped to handle new tools, processes, or organizational structures.

Education

• Swami Vivekanand Public School

  High School, 12th Standard

  1988 — 2003

• Mukand Lal National College, Kurukshetra University

  Bachelor's Degree, Bachelor of Computer Application

  2003 — 2006

Skills

• System Deployment
• Customer Support
• Remote Desktop
• Technical Support
• Application Support
• Sql
• Technical Documentation
• Global Application Support
• Escalations Management
• Help Desk Support
• Product Support
• Production Support