Raju Burnwal

A decade experience in Sales, Marketing and Customer Support. Name: Raju Burnwal. Address: R.R Nagar, Kondapur, Hyderabad – 84. Cell: +91 - Email:- PROFILE SUMMARY: 10 years long and multi-dimensional experience in ITES industry, with a robust 5+ years of experience in Sales, Marketing, and Business Development. Among 10 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, Inc. - 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: 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. 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. 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. EDUCATIONALDETAILS B.A (English literature) – Graduated in 2007 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.