Rohit Venugopal

• Conducted interviews with key business users to collect information on business processes and user requirements.
• Successfully documented and translated Business technology team's requirements into actionable directives, collaborating with Apptio developers to develop custom reports within the Apptio BI tool.
• Creating reports and Dashboards within ServiceNow and PowerBI for different functional groups.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Working cross-functionally with the Business Services team to understand reporting requirements and assisted in the design of a KPI Metrics dashboard.
• Successful implementation of changes to various forms in SARA and UAT testing.

Accomplishment:

• Selected for a 2 year Diploma in Leadership program by eHealth.
• First Place Winner of the Microsoft Cloud Skills challenge 2023.

• Managing and guiding team of 18 Operations Support Officers who reviews and assess COVID-19 Business Grant applications.
• Managing complex cases and following appropriate escalating procedures as required.
• Investigate complex grant applications and liaise with various stakeholders to assess eligibility and compliance.
• Ability to multi-task and manage multiple team-member and customer requests at one time.
• Creating Customized Salesforce Reports and dashboards based on requirements and Team requirements.
• Conduct Quality Assurance checks on Assessors.

• Manage and Lead team of 9 Senior Field Service Engineers to set priorities, ensuring high level of engagement by establishing collaborative service environment.
• Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis.
• Built strong relationships with key customers through positive attitude and attentive response.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Identified process inefficiencies through data analysis and outlined sensible solutions.
• Collected, organized and analyzed data for Branch Metrics meetings using analytical tools(PowerBI)

Accomplishments

• Nominee for Canon Innovation Capture Award in 2020.
• Key user in the Management Team for Advanced Reporting in Salesforce.
• Streamlined the Invoicing process for T&M jobs using LEAN techniques.
• Improved the NPS score from 92% to 94% by digitizing the survey process.

• Engage with Hospital Biomedical Engineers in diagnosing and troubleshooting technical concerns using hardware troubleshooting & advanced remote service tools for Philips Monitoring Systems.
• Liaising with Product Support Engineers, Distributors, Product Managers and R&D team to determine solutions to complex problems.
• Mapped current business and operational processes and recommended areas for improvement.
• Provide regular technical feedback to R&D Engineers and designers for product enhancement.

Accomplishments

• Implemented 4 Continuous Improvement projects and reduced 30% of Engineers Repair response time in Repair Facility.
• Received 2 Philips Quick-Fix awards for resolving issues within CRM.
• Designed and Implemented dashboards in Salesforce for the Customer Care centre and Remote Engineering team to measure key metrics.

• Input, analyzed and reported on data covering all aspects of procurement operations.
• Built relationships with vendors to negotiate ideal terms for purchases.
• Set up and negotiated contracts to obtain favorable pricing and delivery structures.
• Coordinate with cross-functional teams like Quality Assurance, Production and Marketing and ensured that desired outcome is achieved for all.

Accomplishments

Nominated for Internal audit training and performed audits cross-functionally.