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Lakshmi Ramesh

@lakshmiramesh

Operations and process leader with 19+ years improving partner/customer outcomes through quality, training, and Lean Six Sigma.

India

Message

What I'm looking for

I’m looking for a leadership role in operations and process management where I can drive measurable customer and partner outcomes, strengthen quality and compliance, lead teams through change, and use Lean Six Sigma to deliver continuous improvement.

I’m a Senior Operations & Process Management professional and people leader with over 19 years’ experience in Commercial Operations, Quality, Training, and Process Management. I deliver operational excellence through operational accuracy, data-driven decision-making, and continuous improvement—especially across global environments.

In strategic leadership roles at Agilent Technologies and HP, I’ve built scalable operations and strengthened partner relationships while aligning service delivery to business goals. I’m known for measurable results, including a 5% increase in Partner Portal adoption, a 2X rise in India ACX response rates, and a 60% reduction in SOM trade order turnaround time, alongside improved customer satisfaction through targeted process fixes.

I also bring Lean Six Sigma Green Belt capability and a proven record of cost-saving and transformation projects, including the transition to complete delivery ($8,000 annual savings), port of lading shift from Bangalore to Hyderabad ($5,000 savings), centralized e-invoicing for India customers ($3,000 savings), and the “Partial Shipments Reduction” project under the ATI Agilent Innovates Program. I enjoy leading training, onboarding, and upskilling programs to raise performance and engagement, while maintaining quality assurance and compliance through process audits, capacity planning, and KPI-driven execution.

Experience

Work history, roles, and key accomplishments

Current

Partner Account Operations Manager

Current

HP India Pvt. Ltd.

May 2024 - Present (1 year 11 months)

Managed partner account operations for mid-sized accounts, resolving customer/partner operational escalations and improving process efficiency. Drove Partner Portal adoption, increasing usage by 5%, and produced executive-level reporting on account health and initiatives.

Partner Operations Process Optimization Escalation Management Executive Reporting Partner Feedback Programs

Inside Sales Manager

Agilent Technologies

Aug 2018 - Jul 2021 (2 years 11 months)

Led inside sales for three divisions (Consumables, Services, Instruments), optimizing transactional sales processes and reallocating resources regionally to improve customer experience and efficiency. Delivered training programs for inbound/outbound/prospecting teams and enabled digital growth, including webchat for inside sales.

Inside Sales Strategic Planning KPI Tracking Performance Monitoring

Customer Operations Manager

Agilent Technologies

Apr 2013 - Aug 2018 (5 years 4 months)

Directed end-to-end customer order lifecycle to achieve strong Agilent Customer Experience (ACX) scores, ensuring TAT-based booking, compliance, backlog clearance, and accurate status updates. Led continuous improvement and Six Sigma Green Belt projects, including an $8K savings initiative and a 60% reduction in SOM trade order turnaround time.

Customer Operations Compliance Audits Backlog Management Process Improvement Six Sigma

Command Centre Officer

Convergys India Service Private Limited

Oct 2004 - May 2006 (1 year 7 months)

Advised middle and senior management with proactive operational updates and hands-on support, resolving issues through direct intervention and team mentoring. Streamlined scheduling, maintained process logs, and supported timely delivery through continuous operational monitoring.

Scheduling Monitoring Mentoring

Quality Evaluator

Convergys India Service Private Limited

Jul 2002 - Sep 2004 (2 years 2 months)

Evaluated call handling quality and created performance dashboards to identify improvement opportunities by agent and site. Analyzed reporting trends and trained new agents on quality standards while supporting regular team meetings.

Performance Dashboards Training Delivery Reporting & Analytics Continuous Improvement

Customer Care Specialist

Daksh.com eServices Private Limited

Sep 2000 - Dec 2001 (1 year 3 months)

Provided customer care support and handled customer requests and issue resolution in a customer relationship management environment. Maintained service documentation and supported quality-focused customer interactions.

Customer Support Customer Relationship Management (CRM)Documentation Customer Experience Communication