Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rajnikar Rao Ballari

Seattle,WA

Summary

Experienced Operations Manager proficient in optimizing efficiency, processes, and profitability. Skilled in leading technical support teams to ensure exceptional customer satisfaction. Demonstrated success in strategy development, team mentoring, and surpassing goals. Proven in leading cross-functional teams to exceed business objectives

Overview

8
8
years of professional experience
1
1
Certification

Work History

Sr. Manager - Azure Support Engineering

LTIMindtree USA
09.2022 - Current
  • Lead and manage team of 40 support engineers and 4 Team managers, providing technical guidance, coaching, and mentorship to ensure high-quality support delivery.
  • Develop and implement support strategies and processes to enhance efficiency, improve resolution times, and exceed customer expectations.
  • Collaborate with cross-functional teams, including product management and engineering, to prioritize and address customer issues and feature requests.
  • Analyze support metrics and KPIs to identify trends, drive continuous improvement initiatives, and optimize resource allocation.
  • Cultivate culture of continuous learning and development within support team, promoting knowledge sharing and skills enhancement.

Operations Manager II

Amazon Development Centre
08.2019 - 04.2022
  • Lead and develop team of 180 associates, alongside 8-10 Team Managers, ensuring alignment with organizational goals and performance targets.
  • Cultivate strong relationships with direct reports, peers, leadership, and cross-functional departments to facilitate smooth operations.
  • Collaborate with stakeholders to define program scope, allocate resources, and establish milestones for timely project completion.
  • Drive process enhancements to bolster team's operational efficiency.
  • Actively participate in leadership meetings, contributing to strategic initiatives aimed at bolstering organization's competitiveness and profitability, while also executing comprehensive talent strategy encompassing talent acquisition, performance management, career development, learning initiatives, succession planning, and fostering employee engagement.

Team Manager - Customer Service

Amazon Development Centre
06.2016 - 07.2019
  • Supervise and mentor team of customer service representatives to ensure exceptional delivery of support services, including resolving customer inquiries, issues, and complaints promptly and effectively.
  • Develop and implement strategies to optimize team performance, including setting performance goals, providing regular feedback, and conducting performance evaluations to foster continuous improvement and meet service level agreements.
  • Collaborate with cross-functional teams to identify opportunities for process improvements, enhance service quality, and drive customer satisfaction. Additionally, serve as liaison between customer service team and other departments to ensure seamless communication and coordination

Education

Bachelor of Technology (Computer Science) -

Jawaharlal Nehru Technological University
Hyderabad, India
06.2014

Skills

  • Project Management
  • Performance Management
  • Continuous Process Improvement
  • Cross-functional Collaboration
  • Customer Experience and Satisfaction
  • Risk Management
  • Regulatory Compliance
  • Quality Assurance
  • Stakeholder Management
  • Data Analysis and Reporting
  • Technical Support and Troubleshooting
  • Customer Relationship Management

Certification

  • Certified Six Sigma Executive – Black Belt (CSSE-BB)- Henry Harvin Education – 2022
  • Business Analytics with Excel – Simplilearn 2022

Timeline

Sr. Manager - Azure Support Engineering

LTIMindtree USA
09.2022 - Current

Operations Manager II

Amazon Development Centre
08.2019 - 04.2022

Team Manager - Customer Service

Amazon Development Centre
06.2016 - 07.2019

Bachelor of Technology (Computer Science) -

Jawaharlal Nehru Technological University

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Rajnikar Rao Ballari