Rupa Patil
Current
Certified Support Manager
Education
Internati... Certified Support Manager
Industry
IT-Software/Software Services
About Rupa Patil
>> Manager Tech Support (at Akamai)
>> Founder, Weekend Nuts
OBJECTIVE: To ‘create leaders’ while spearheading Customer Relationship & Retention Strategy; especially in an organization that operates with a "Start-up" attitude!
PROFESSIONAL EXPERIENCE: Total Work Experience of 11 Years (People Mgmt, Support Mgmt & Sales)
>> Founder, Weekend Nuts
OBJECTIVE: To ‘create leaders’ while spearheading Customer Relationship & Retention Strategy; especially in an organization that operates with a "Start-up" attitude!
PROFESSIONAL EXPERIENCE: Total Work Experience of 11 Years (People Mgmt, Support Mgmt & Sales)
Rupa Patil ’s experience
Operations Mgr
at
Akamai Technologies
, Bangalore, INDIA
July 2010 – Currently Working
Industry: IT-Software/Software Services
Functional area: ITES / BPO / KPO / Customer Service / Operations
Managed Technical Support team at Akamai Technologies - world’s
number one Internet Content Delivery Company Managed a team
of highly efficient and geeky Tech Support Engineers. This team
supports ALL Akamai products Additionally, managed Rewards
and Recognition program for Global Tech Support team
Initiated cross-geography “Quarterly-All-Hands” for
Technical Support, in-line with 2011 vision of
‘Collaboration’ Initiated the automation process for
converting incoming emails into cases
number one Internet Content Delivery Company Managed a team
of highly efficient and geeky Tech Support Engineers. This team
supports ALL Akamai products Additionally, managed Rewards
and Recognition program for Global Tech Support team
Initiated cross-geography “Quarterly-All-Hands” for
Technical Support, in-line with 2011 vision of
‘Collaboration’ Initiated the automation process for
converting incoming emails into cases
Technical Support Mgr at Talisma Corporation – a CRM company , Bangalore, INDIA
April 2006 – July 2010
Industry: IT-Software/Software Services
Functional area: IT- Hardware / Telecom / Technical Staff / Support
Apr 2006 – July 2010
Manager- Expert Services (Operations, Profit Center) (January
2008 – July 2010) In addition to the roles below, I was in
charge of 3 new teams for their team building, process setup and
overall transition. Managed “Expert Services” team– an
independent business unit, a profit center (2 Sub teams: Remote
Engineers & Onsite engineers). Single-handedly developed
Onsite-Services business
Manager- Expert Services (Operations, Profit Center) (January
2008 – July 2010) In addition to the roles below, I was in
charge of 3 new teams for their team building, process setup and
overall transition. Managed “Expert Services” team– an
independent business unit, a profit center (2 Sub teams: Remote
Engineers & Onsite engineers). Single-handedly developed
Onsite-Services business
Customer Support Engnr/ Technician at TATA Consultancy Services (TCS) , Bangalore, INDIA
November 2004 – April 2006
Industry: IT-Software/Software Services
Functional area: IT- Hardware / Telecom / Technical Staff / Support
Voice Based IT Helpdesk Support for Virgin Atlantic Airways
Employees (World-wide) so as to make their IT-related part of
work easier; by providing 1st * 2nd level of IT support (B to B
relationship) Trained new recruits; Designed Internal
Knowledgebase; Being a ‘Pilot member’ assisted my Manager
with various operational tasks like Coordinating for Trainings,
Weekly & Monthly Reports, Team Meetings etc
Employees (World-wide) so as to make their IT-related part of
work easier; by providing 1st * 2nd level of IT support (B to B
relationship) Trained new recruits; Designed Internal
Knowledgebase; Being a ‘Pilot member’ assisted my Manager
with various operational tasks like Coordinating for Trainings,
Weekly & Monthly Reports, Team Meetings etc
Associate/ Sr. Associate -(Technical) at Wipro Spectramind , Mumbai, INDIA
May 2004 – November 2004
Industry: Telcom/ISP
Functional area: ITES / BPO / KPO / Customer Service / Operations
Voice based technical support for MSN dial up users in U.S.
(B to C relationship) Maintained high quality & C-Sat scores
as a consistent STAR performer. Also, mentored newcomers
(B to C relationship) Maintained high quality & C-Sat scores
as a consistent STAR performer. Also, mentored newcomers
Trainer/ Faculty at KARROX Tech Ltd , Pune, INDIA
April 2003 – April 2004
Industry: Education/Teaching/Training
Functional area: IT Software - Other
Trainer for MCSA 2000 and Basics of Red Hat Linux
Initiated ‘Technical Presentations’ by Students and
proactively Delivered ‘Communication Training’
Initiated ‘Technical Presentations’ by Students and
proactively Delivered ‘Communication Training’
Rupa Patil ’s education
International Certificate [Certified Support Manager],
Services & Strategies [April,2011]
, Pune, INDIA
PG Diploma [Business Strategy],
ICFAI University [July,2009] , Bangalore, INDIA
B.Tech/B.E. [Electronics],
Dr. B.A.M.University, Aurangabad [June,2001] , Aurangabad, INDIA
Rupa Patil ’s additional information
Interests:
WEEKEND NUTS:
• In the year 2010, I founded a community named, “Weekend Nuts” (Vision: Creative, Meaningful & Fun Weekends)
For more details, visit www.WeekendNuts.com
• Weekend Nuts was shortlisted as one of the top 650 ideas by Economic Times’ “Power of Ideas – 2010”
• Media coverage: TV9, News
Awards and achievements:
ACHIEVEMENTS:
• Visiting Faculty to SIBM (Symbiosis Business School) and ISIM of Mysore University – Talked on Entrepreneurship & Passion
• Live on RADIO City on 21st April 2009. I was nominated by the management to represent my organization
• Keynote SPEAKER @ “Ignite Bangalore Event” – November
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