Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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

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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

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Raj Kiran GollapalliService Delivery Ops Senior Analyst