Raj Kiran Gollapalli
Service Delivery Ops Senior Analyst
Hyderabad,TG
Summary
Assistant Manager with over 10+ years of successful experience in Customer Service and People Management. Driven by results, emphasizing impeccable execution with integrity. As a dedicated coach, responsible for assisting 8 Team leads in their journey toward achieving exceptional results.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Assistant Manager
Accenture Solutions Pvt.Ltd
10.2023 - Current
- Encourage team to think outside box and come up with new and improved ways of working.
- Conducted thorough performance evaluations for team members, providing constructive feedback to help them grow.
- Actively participate in professional development opportunities to stay up-to-date with industry trends and best practices.
- Attend industry events and conferences, read industry publications, and participate in online forums to gain insights into latest developments.
- Successfully implemented several initiatives that resulted in improved efficiency.
- Led team in automating manual process, resulting in significant time savings and improved accuracy.
- Worked with cross-functional team to develop new marketing campaign, which resulted in 15% increase in utilization.
Product Lead
Accenture Solution Pvt. Ltd
04.2021 - 09.2023
- Worked closely with cross-functional teams to ensure alignment with industry best practices and customer needs.
- Developed and implemented innovative solutions, advised on complex technical matters, and drove strategic initiatives.
- Collaborated with engineers, product managers, and business leaders to translate complex technical requirements into actionable plans.
- Contributed towards development of innovative products, streamlined processes, and enhanced customer satisfaction.
- Implemented new project management methodology that resulted in improved project efficiency and reduced project cycle time.
- Developed and launched new product that generated significant revenue for organization.
Team Lead
Accenture Solutions Pvt.Ltd
11.2018 - 03.2021
- Managed team of 30 FTE's with diverse individuals, fostering collaborative and high-performing work environment.
- Provided mentorship, coaching, and training to team members, promoting their professional growth and development.
- Established and maintained rigorous quality control standards to ensure accuracy and integrity of operational processes.
- Analyzed operational data to identify trends, opportunities, and areas for improvement.
Subject Matter Expert
Accenture Solutions Pvt.Ltd
01.2017 - 10.2018
- Provided expert guidance, advice, and recommendations on complex technical matters and business challenges.
- Offered technical expertise and support to resolve complex problems and challenges.
- Conducted thorough analysis, research, and due diligence to inform decision-making processes.
- Collaborated with cross-functional teams to provide innovative solutions and drive project success.
Senior Technical Support Associate
Accenture Solutions Pvt.Ltd
10.2015 - 12.2016
- Promptly responded to customer inquiries and resolving issues through various channels, including phone, email, and chat.
- Provided accurate and up-to-date product and service information to customers, ensuring their satisfaction.
- Consistently exceeded customer satisfaction metrics and receiving positive feedback for exceptional service delivery.
Customer Service Associate
Tech Mahindra
08.2013 - 09.2015
- Following up with customers to ensure that their issues have been resolved.
- Identified and escalated complex issues to supervisors or managers.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Education
B.Tech - Computer Science And Engineering
B V Raju Institute of Technology
Narsapur, Medak District 06.2003 - 06.2007
Skills
Client Relations
Leadership development
Service Delivery Management
Project Management
Stakeholder Management
Change Management
Analytical Skills
Continuous Improvement
Certification
Delivery Essentials Certified
Timeline
Assistant Manager
Accenture Solutions Pvt.Ltd
10.2023 - Current
Delivery Essentials Certified
04-2023
Product Lead
Accenture Solution Pvt. Ltd
04.2021 - 09.2023
Team Lead
Accenture Solutions Pvt.Ltd
11.2018 - 03.2021
Subject Matter Expert
Accenture Solutions Pvt.Ltd
01.2017 - 10.2018
Senior Technical Support Associate
Accenture Solutions Pvt.Ltd
10.2015 - 12.2016
Customer Service Associate
Tech Mahindra
08.2013 - 09.2015
B.Tech - Computer Science And Engineering
B V Raju Institute of Technology
06.2003 - 06.2007