Natarajan Swaminathan

• Engineering: Drive “Engg & R&D” team for the new product life cycle management, creating an SOP/ Documentation system/ knowledge management process, CAPA 8D and implementing PDPA/GDPR as per govt regulation. CTQ “Cost/Time/Quality/Schedule” are tracked @ each product life cycle stages and shared with the management. • Investors: Team member for C2 funding. Drive stakeholders for achieving CM from -20% to +10% and EBITA of +8%. • IT: Integration of Z Business Process to NetSuite (SAAS-Oracle Product) in 4 months. • Customer Advocacy: Driving customer support cross-functional team (Singapore / India) to improve the overall CX. Develop & design an in-depth on-boarding, customer touchpoint/ journey mapping, build digital customer experience capabilities & launch a product ecosystem with the help of product managers. Reduced refund from 10% to 5% and Replacement decreased from 12% to 6% increasing post-sales figures/support. • Gather customer insights (VOC) and feedback for the product & engineering teams to influence the new product roadmap and assist in prioritizing product updates for the existing product. • Drive Customer support to improve conversation for sales by driving a) Facebook Live demo’s b) One to one call with the irate customer to reduce the churn. Drive escalation along with the customer support team (L1/L2/L3). • E-Commerce: Successfully reduced the fraud from $300K/Month to ~0 in the span of 2 months. • Logistics cost (forward and reverse logistics) 40% reduction (from $140 to $90). • Core Team: Driving manufacturing team for cost reduction (~10%; 640 to 570). Rework Process throughput increase from 250 to 500/month. Operational Analysis (Lean and Kaizan) to streamline the total test time from 6 to 5H. • Rework process (refurbishment) line throughput from 250 to 500/month. • Call Centre: Lead the team to set up the call center operation in India. Operation metrics (KPI) of e-commerce LOB (CSAT – increased to 80%, NPS, first-time resolution (increased to 60% in 20 sec from 30%). CES to 70% from 50%, employee reduction for all LOB from “74 to 55”. • Quality & Reliability: Manage supplier qualification/selection /assessment (2 vendors) for manufacturability, product launch process and full turnkey along with factory/supplier monthly audits for compliance and conformance. Drive the team for top 10 DPPM failure modes along with escalation, Stop Ship & Ship Hold using CAPA 8D. Setup the quality triggering system for the flex manufacturing line. Drive DPPM, Reliability failures, Escalation Management, QMS, Quality planning (APQP/PPAP)/Metrics/Compliance/Performance), & QBR. • Drive suppliers on the project schedule and development milestone are being tracked. Lead Quality improvement initiatives and align the organization to meet Quality goals and objectives. • Training: Provide technical education training (Quality Modules/ Product updates / Onboarding videos to customer support) for the organization (Internal / External – CNX). I have trained 50 people from different departments. • Revenue Generation: Driving PMs (using agile/scrum) to develop new product ecosystems. Subscription model for Singapore Market: 50 Machines @ US@100 and 40$ & Nutritional Sachets @ the cost of US$40. • Go to Market Strategy: Formulated India entry strategy planning with Cosmos consultant for hero actions (Market research) to identify core consumer/market size & pricing strategy. Branding revamps by working with Consultant Sachi & Sachi for video production. Mainly for US and India market