Ravi Pardeshi
Experienced IT & Operations Leader with 16 Years
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About
Experienced Administration and Operations Manager with over 16 years of expertise in IT and BPS operations, team leadership, and customer service management. Proven track record in managing technical support services, driving process improvements, and achieving quality and performance targets. Skilled in communication, negotiation, and multitasking with proficiency in MS Office and various operating systems.
Experience
Manager – Administration & Support Services at Samarth IT Solution (2014-02 – 2025-07)
- Managed administration and helpdesk support services with a team of 25 technical engineers.
- Provided technical administration support through phone and email, managing service tickets and client interactions.
- Coordinated IT and other departments effectively to resolve desktop, software, browser, and server issues.
- Maintained strong interpersonal, analytical, and follow-up skills in a fast-paced team environment.
- Communicated with employees, vendors, and customers professionally handling escalated concerns.
- Documented customer issues with follow-ups and escalated complex problems as necessary.
- Pursued ongoing technical and administrative training and knowledge of new products.
- Assisted in resource planning and leave management to minimize absenteeism.
- Helped onboard new joiners and ensured achievement of team targets.
- Achieved consecutive Best Performer, Best People Leader awards, and contributed to team quality targets.
Subject Matter Expert at IBM Global Process Services (I) Pvt. Ltd. (2012-12 – 2014-01)
- Provided broadband and handset technical support for Virgin Media (U.K.) within SLA requirements.
- Troubleshot internet connectivity and browser issues across Windows and Apple devices.
- Managed ticketing for complex issues escalated to second-line support.
- Conducted daily team briefings, audits, and monitored performance of technical support executives.
Group Leader - Operations at MDINIDA Healthcare Services (TPA) Pvt. Ltd. (2010-01 – 2012-12)
- Led customer service operations for Athena Medical Insurance focusing on cashless claim services.
- Monitored attendance, attrition, absenteeism, and service metrics to achieve quality and CSAT targets.
- Conducted regular appraisals, training needs assessment, and performance reviews for team members.
- Motivated staff and coordinated cultural activities to enhance team engagement.
- Maintained operational documentation, coordinated with HR and other departments, and ensured quality standards.
Operations Manager – Mall Retail Operations at Home-Solutions Retail (I) Ltd. (Future Group) (2008-01 – 2010-12)
- Managed operations for Home Town at Ishanya Mall Pune including construction and interior services.
- Collaborated with departmental heads and senior management to ensure high customer service levels.
- Oversaw call center and customer service desk operations resolving complex customer issues.
- Developed customer management and data management systems using H-CARE CRM software.
- Conducted customer satisfaction surveys and implemented strategic improvements.
- Trained and coached executives, managed communications, and maintained business relationships across locations.
Education
Bachelor of Arts – Pune University (2014-03 – 2015-03)
Higher Secondary Certificate (10+2) – CBSE Delhi Board (2011-03 – 2012-03)
Matriculation (10th) – Maharashtra Board (2002-03 – 2003-03)
