Over a decade experience in Customer Support, and 5+ years exposure in Sales and Business Development.
Name: Raju Burnwal.
Address: R.R Nagar, Kondapur, Hyderabad – 84.
Cell: +91 -
Email-LinkedIn:https://www.linkedin.com/in/rajuburnwal
PROFILE SUMMARY:
12 years long and multi-dimensional experience in ITES industry, with a robust 5+ years of experience in Sales,
Marketing, and Business Development. Among 12 years, spent 7 years in end to end hiring being part of Operation team.
Worked with over 6 companies in different arenas and gathered enough experience to use it for a better change in
upcoming employments in future. Learning is still on with never ending hunger to excel.
Core Competencies
Team Management Customer Service Delivery Service Quality Standards Target Achievement Process
Excellence Customer Relationship Management Strategy Planning Client Management Problem Solving
Training and Development Analytical Skills Communication Enhancement.
PROFESSIONAL EXPERIENCE
1) Securifi Embedded Systems (I) Pvt. Ltd. - Hyderabad (www.securifi.com)
One of the world class start-ups on an international level. Known for making best-in-class cutting edge products
in Wi-Fi and Home Automation segment. First company in the world to make touch-screen enabled Wi-Fi
Routers and putting Home Automation and Wi-Fi under one roof.
Designation: Head – Customer Service
Duration: November 2011 till now.
Role: 1) Handling a team of 16 members, looking after their end to end performance.
2) Starting from attendance marking, performance appraisal, grievance handling, and looking after their overall
performance and growth in company.
3) Handling complete end to end hiring for the team, and have been building the team for last 5+ years.
4) Ensuring top of the line performance from all FLAs, SME and QA of the team, and providing best-in-class
service for our global customers.
5) Coaching, Motivating, Inspiring and Driving the team towards success and growth with utmost aggression and
passion.
Achievements:
1) Built the team right from scratch and journey has been liking building a house by adding bricks after bricks.
2) Built the process and set-up the overall Support management from foundation stone till pent house for Support
team.
3) Setup International inbound support centre for the US, Canada, Europe (FR, DE, UK) and Asia (UAE,
Singapore). We’ve inbound and outbound campaigns for the overall operation.
4) Setup the CRM, Support centre (Program for international communication), and many tools for end to end daily
operation.
5) Have taken hundreds of successful initiatives for the betterment and advancement of the company, my team,
support management and process. Some of the fine examples are: i) Convenient roster management, ii) Fun at
work, iii) Team building, iv) Flexible attendance system, v) Equal work load management and many more.
Designation: Business Development Manager
Role: 1) Interacting with inbound partner and sales requests from global customers. Making relationship with them and
nurturing it for longer business deals.
2) Searching for new customers (distributors, retailers, etailers, resellers) and making long term relationship.
3) Finding new sales channels with existing and new customers on a regular basis and ensure we get regular and
better sell-through of our products in market.
4) Keeping a healthy relationship with all our customers, looking after their needs in terms marketing and support
and ensuring we be better partners for each other and it’s always a win-win situation.
5) Interacting with our Headquarter – Taiwan and its sales and marketing team, Hardware team regularly to ensure
we’re coordinated with inventory, sales forecast, payments, accounts receivable etc. and there is no
communication gap.
6) Making robust cooperation and coordination with all my sales team including our Taiwan, US and Indian office.
Achievement:
1) Successfully got many global customers and their accounts on-board. E.g. Walmart, Best Buy, HSN, QVC,
Audio America (Distributor), Fesco New York (Distributor), Wintec (Distributor), Jet.com (Etailer) and many
more.
2) Represented Securifi in CES 2014 in Las Vegas, USA (World’s largest trade-show on an international
platform).
3) Represented Securifi in Gitex 2013 in Dubai, UAE (One of Asia’s largest trade-shows)
4) Have been one of the key contributors in making millions of dollars as revenue for the company in last 5+
years.
5) Have always been recognized by customers and management for aggressive business relationship, follow-ups,
and promptness.
6) Dealt with many global brands and their executives for business relationship like Wipro, Tech Mahindra, Zen
(USA), SCSI (Australia) and many more.
Achievement (Hiring):
1) Have taken more than 500 interviews, screened over 1,000+ profiles/resumes being a part of Securifi for Support
team, development team, HR team and for Admin positions.
2) Have been to colleges and institutes for campus recruitment of the company. Use to introduce Securifi to students
and encourage them to join Securifi.
3) Have been to ISB – Hyderabad for campus recruitment. Interacted with young ISB students, presented Securifi,
our success story, answered their questions about our products and organization and motivated them to come and
work for Securifi.
4) Have taken many initiatives and used my long experience to nurture HR team of Securifi. Have always been there
side by side with HR team as a mentor.
5) Have organized many walk-in interviews in the office and outside (hotels, colleagues, institutes etc.) to fulfil
requirement for various teams like Support, HR, and Development.
2) Infinite Computers – Bangalore (http://www.infinite.com/)
One of the popular IT companies based in Bangalore. Worked for their ITES wing, was a part of one of their start-up
clients – iYogi.
Duration:May 2009 till August 2010.
Designation:Team Leader
Role: Was responsible for looking after a team of around 10-12 members. Their performance related to different KIPs like
– C-Sat, RR, FCR etc.
3) Sutherland Global Services – Chennai (http://www.sutherlandglobal.com)
Sutherland Global Services is a multinational IT Enabled and Business Process Outsourcing (BPO) company.
Duration: August 2009 till May 2010
Designation: Sr. Tech Support Executive
Role: Was responsible for handling end-users of Dell. Troubleshooting their technical issues, ensuring their
overall satisfaction, maintaining different performance parameters for self like C-Sat, RR, FCR etc. Was responsible
for upsell and cross-selling different products and services of Dell.
4) Wipro – Hyderabad (http://www.wipro.com/)
Wipro Limited is an Indian Information Technology Services corporation, and one of India's 3rd largest software
exporter.
Duration: December 2008 till August 2009.
Designation: BPO Analyst.
Role: Was a part of Wipro BPO for its client – HP. Was responsible for handling their customers’ queries for laptops,
desktops, and printers, ensuring overall customer satisfaction, and meeting performance parameters set by Wipro
and HP management. Even in Wipro likewise Sutherland and Infinite, was a part of upselling and cross selling.
5) Verinon Technology – Hyderabad (http://www.verinon.com/)
Verinon Solutions is a Global IT Services Company, and have been rated CMMi Level 3 capable.
Duration: September 2007 – December 2008.
Designation: BPO Analyst.
Role: Individual support, to be a part of their healthcare partner and fulfilling their requirement in claim settlement from
hospitals and their customers. Mostly my tasks were to fill the claims of the customers of the hospitals, sent to the
healthcare partner, interacting with the healthcare partner’s internal employees, receiving regular updates and time to time
training and ensuring all the claims are filed by the end of the day. Fulfilling the daily claim target with highest accuracy
was the deal maker.
6) Tata Sky – Hyderabad (http://www.tatasky.com/)
One of the leading providers of DTH services in India, and second biggest player in India in terms of market share after
Dish TV.
Duration: December 2006 till August 2007.
Designation: On front line as a Customer Care Executive.
Role: Was responsible for inbound and outbound campaigns. Used to interact with customers with their queries and
concerns about their DTH services, troubleshooting the technical issues, address customer remorse cases, ensuring to meet
all KPIs like C-Sat, RR, FCR etc. Being a part of outbound campaign, used to call customers across India and remind
them about top-ups, upsell packages, cross sell different channels as per the requirement of the management.
7) Spanco BPO – Kolkata (Looks like company doesn’t exist now)
Duration: February 2006 – October 2006
Designation: Customer Care Executive
Role: On front line as a Customer Care Executive. BSNL was their client and my role was to interact with customers
across India and to answer their queries and concerns about products of BSNL. Was responsible to ensure and meet all
performance related targets set by the company.
EDUCATIONALDETAILS
B.A (English Honors) – Graduated in 2006 from T.M University – Bhagalpur with 60%
CCNA – Cisco Certification ID: CSCO-. Got certified in 2007 from Hyderabad.
Date of Birth: Feb 18, 1984
Marital status: Married
Languages Known:English, Hindi, Bengali.
References: Available when needed.
Declaration:
I hereby declare that the above written details above are true to the best of my knowledge and belief.
Date:
Place: Hyderabad
----------------------------------------------------------Raju Burnwal.
