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Presents

 

Resume 235.

 

Date of Birth:                                             12/09/1966

 

A. EDUCATIONAL QUALIFICATION:

 

i) Doctorate                            :         Doctor of Philosophy (Ph.D.) in C.R.M.

 

I have completed my Ph.D. (five years, full-time) from the Department of Management Studies, University of Madras. The subject of my doctoral research was Customer Relationship Management (CRM). My thesis titled ‘A Study of Client Satisfaction with Advertising Services’ identifies the advertising service attributes that drive client satisfaction and result in better agency-client relationship. It also establishes relationship between client-satisfaction and its consequences like the repurchase-intention, word-of-mouth intention and complaining behavior.

 

I have qualified for Junior Research Fellowship in the national level test conducted by University Grants Commission in June 1992 and was the recipient of prestigious UGC-JRF fellowship during the Ph.D. programme.

 

ii) Post-Graduation       :         Master of Business Administration (M.B.A.)

 

Passed the M.B.A. degree examination (two years, full-time) from Department of Management Studies, University of Madras in April 1990 with 74.6% aggregate marks, securing second rank in the university.

 

iii) Graduation              :         Bachelor of Business Administration (B.B.A.)

 

Passed the B.B.A. degree examination (three years, full-time) from Sardar Patel University, Vallabh Vidyanagar, Gujarat in July 1987 with 62% aggregate marks.

 

 

iv) Computer Training  :         Diploma in Computer Applications (D.C.A.)

 

Completed one-year part-time D.C.A. course conducted by the National Institute for Training in Industrial Engineering (NITIE) in March 1992 with 74% aggregate marks. I have also undergone short-term courses in COBOL and C++ programming conducted by Anna University, Madras.

 

v) CRM Training          :         Siebel and Vantive

 

Undergone six-weeks training in Siebel conducted by Advansoft International during May-June, 2000 and two-weeks training in Vantive conducted by CBSI during June 2000.

 

I am familiar with the following computer software:

 

          Operating Systems:       MS-DOS, Unix, Windows 3.X, 95/98 & NT

 

          Languages:                    BASIC, COBOL, Pascal, FORTRAN, C, VC++, Java

 

          DBMS:                          Oracle, DBase, FoxPro

 

          Statistical Analysis:       SPSS (under DOS and Windows), SAS, SX

 

          CRM:                             Siebel, Vantive

 

          Other Packages:           MS Office, MS Project, Lotus Smartsuite

 

v) Training in Statistical Analysis:

 

1.     Attended a training programme on Multivariate Analysis - Techniques, Applications and Strategies (two weeks, full-time) conducted by the Departments of Statistics and Geography, University of Madras at Madras during January-February 1995.

 

2.     Attended a training programme on Data Analysis using SPSS/PC+ Software (two weeks, full-time) conducted by the Tata Institute of Social Sciences at Bombay during April-May 1997.

 

B. WORK EXPERIENCE:

 

1.     Working as Vantive Practice Manager and CRM Consultant in HCL Technologies Limited at its CRM Center in Madras since November 2000. In HCL Tech, my role is that of a Project Manager and it involves preparation of approach papers and proposals for implementation of CRM solution. It also involves conceptualization, development and implementation of CRM solutions for leading clients in Europe and the Unites States.

 

2.     Worked as Senior Business Analyst in Complete Business Solutions (India) Limited at its Center of Excellence in CRM from May 2000 to October 2000. In CBSI, I was the Center Manager for its Center of Excellence in CRM at MEPZ, Madras and my work involved conceptualization, development and implementation of CRM solutions.

 

3.     Worked as Senior Research Executive in The Gallup Organization at its Madras (India) office from December 1998 to April 2000. In Gallup, my work consisted of designing and executing Customer Satisfaction and Relationship Management assignments for leading MNC clients like Citibank, Castrol, Clariant, Zeneca and Indian companies belonging to the TVS and Murugappa groups.

 

4.     Worked as Market Research Executive in Operations Research Group (ORG-Marg), Madras from September 1990 to January 1992. In ORG, my work comprised of designing questionnaires for marketing research studies, data analysis, report writing and presentation to clients.

 

5.     Worked as Research Executive in Mode Research, Madras from July 1990 to August 1990.

 

C. PAPERS PUBLISHED OR PRESENTED:

 

1.     Published a paper titled CRM – The Art of Reducing Cost in The Hindu Business Line dated November 22, 2000.

 

2.     Published a paper titled Take the CRM Route to the Market in The Hindu Business Line dated November 15, 2000.

 

3.     Published a paper titled CRM – A Critical Resource Module in The Hindu Business Line dated November 8, 2000.

 

4.     Published a paper titled Customer Relationship Management: A Tool for Profitability in the Business & Strategy, August 2000, Volume 1(2), pp 13-17.

 

5.     Published a paper titled Services Demand a Varied Approach to Marketing in the Indian Journal of Marketing, September/October 1995, Volume XXIV (9/10), pp 13-18.

 

6.     Published a paper titled Customer Satisfaction: The Key to Profit in the Indian Management, October 1997, Volume 36 (10), pp 43-49.

 

7.     Presented a paper titled Consumerism in Information Era at the XXXI National conference of Indian Academy of Applied Psychology held at Jalgaon (Maharastra) during December 1994.