Ravikumar

Results-oriented Associate Project Manager with 10+ years of experience in customer service, backend operations, project management, and team leadership. Proven ability to manage cross-functional teams, optimize processes, handle escalations, and deliver projects on time and within budget. Adept at client communication, stakeholder engagement, and performance reporting. Strong background in digital payments, BPO operations, and translation/localization services.

Manager – Projects at Srisattva Group (2025-11 – Present)

• Manage client relationships, assess business requirements, and recommend suitable CRM or ERP solutions.
• Provide end-to-end client support, including coordinating demo calls, software training, proposal preparation, explanation, client onboarding, and payment followups.
• Oversee implementation support, including raising tickets, understanding client requirements, and defining the scope of work.
• Lead and manage the project team, ensuring timely responses and resolution of client queries.
• Coordinate internal teams to ensure successful project delivery and client satisfaction.

Associate Project Manager at Lionbridge Technologies (2020-01 – 2025-06)

• Managed end-to-end global localization and translation projects, ensuring adherence to turnaround time (TAT), quality standards, and delivery timelines.
• Acted as the primary liaison between clients, internal stakeholders, sales teams, and external Language Service Providers (LSPs) to ensure seamless communication and execution.
• Coordinated with internal requestors and external vendors to deliver high-quality localization across product launches, marketing campaigns, and cross-functional initiatives.
• Defined project scope, developed schedules, and managed multiple concurrent localization workflows, ensuring timely progress tracking and delivery.
• Prepared, organized, and optimized content for translation to support accurate and culturally appropriate localization.
• Ensured consistency, quality assurance, and adherence to localization standards across all translated content.
• Developed customized pricing models aligned with client budgets while maintaining profitability.
• Led resource management, including recruitment, onboarding, and training of internal teams and freelance translators.
• Oversaw billing operations, including invoicing, validation, and tracking of client and vendor purchase orders (POs).
• Maintained strong client relationships, proactively resolved issues, and delivered performance insights through strategic reporting.
• Initiated and supported lead generation activities, contributing to business development and revenue growth.
• Served as liaison between clients, internal teams, sales, and freelance translators.
• Created pricing models tailored to client budgets while ensuring profitability.
• Managed internal and external resources; conducted training and recruitment.
• Oversaw billing cycles, including invoicing, validation, and client/vendor PO tracking.
• Maintained client communication, resolved issues, and submitted strategic reports.
• Initiated lead generation efforts and contributed to business growth.

Senior Executive, Customer Service & Backend Operations at Digital India Payments Limited (2017-03 – 2020-01)

• Handled customer support, backend processes, and escalations.
• Managed KYC verification across India, ensuring regulatory compliance.
• Supervised a team of 15 and delivered training for product/process.
• Drafted agreements and managed bank coordination for transactions.
• Generated and circulated daily/monthly reports for management.

Team Leader, Customer Service (Web Chat & Email) at Alpha Payment Services / YTS Solutions Pvt. Ltd. (2012-08 – 2017-03)

• Managed customer service metrics: TAT, SLA, and productivity reports.
• Oversaw social media escalations and email/chat support.
• Conducted team coaching, call quality analysis, and shift planning.
• Led outbound campaigns (CSAT, welcome calls, reactivation, etc.).
• Executed regular product knowledge tests and team performance reviews.

Assistant Team Leader (Email Process) at Effort BPO Ltd. (2011-06 – 2012-08)

• Promoted from CSR to ATL through internal promotion.
• Managed Suvidhaa B2B email process (recharge, utility billing, bookings).
• Trained OJT batches and reported daily metrics to leadership and clients.

B. Com – Purvanchal University (2007)

H.S.C – Maharashtra Board (2004)

S.S.C – Maharashtra Board (2002)