Saikishan Palteru
Summary
Versatile Manager specializing in Customer Service and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
21
21
years of professional experience
Work History
Senior Manager - Operations
Capita India Pvt. Ltd
06.2019 - Current
- Directly responsible for managing the overall performance of 380 FTEs with a team of 3 Ops Managers, 18 TMs and 20 PL's for UK based telecom company VMO2 - (Voice i.e 360 pay monthly) work-stream
- Level 1 SLA: Advisor Satisfaction, Sales in service and Interval Adherence
- Level 2 SLA: Regulatory compliance, Knowledge Tool Usage and Appropriate Case Management Form Usage
- Level 3 SLA: NPS and Credits per call
- Planning & managing staff to ensure minimum lost calls with adequate planning of resources in various shifts
- Project budgeting & Invoicing
- Liaising with key stakeholder across functions to manage risks to achieve successful outcomes
- Driving discussions with clients on volume/product ramp-up in existing & new line of businesses
- Drive process improvement & re-engineering ideas to deliver efficiencies
Delivery Manager
Tata Consultancy Services
07.2016 - 01.2019
- Directly responsible for managing overall performance of the LOBs aligned -TD Moves, Assurance, Complaint Management, Activations and SMEs for Australian client work-stream which includes managing 11 TLs, 5 SMEs and a span of 240 agents
- Of these LOBs are new skills absorbed in the existing business
- Apart from managing the LOBs, key focus was to achieve all Key KPIs
- TD Moves - Customers moving their NBN Services from One Location to another
- Responsible for smooth transition of services ensuring best customer service is provided
- Key achievement in this LOB was sustaining +35 episode NPS by giving operational and process improvement ideas to Onshore team
- Assurance - All the customers facing issues post connection were managed by this LOB & giving on call assistance to the customer
- Complaint management - a complaint channel made available to the customer on call that helps them connect with a highly skilled and effective team that manages their unresolved, pending or ongoing issues and provides end-to-end resolution
- Activations - Team to manage all technical queries from the Onsite technicians ensuring the customers are connected on the day of connection as committed during point of sales
Assistant Manager
Tata Consultancy Services
07.2014 - 07.2016
- Manage a team of 21 FTEs who handled inbound calls for CMT
- Conducting daily Team briefings
- Performance based 1-2-1's once in fortnight
- Short call and long call monitoring
- Non-Compliance Audit for the team and floor
- Monitor the quality of calls to ensure customer satisfaction
- Productivity and Service Level adherence
- Ensure customer satisfaction and timely resolution of issues
- Manage productivity and efficiency of the team
Team Leader
Tech Mahindra
01.2007 - 07.2014
- Customer Experience, Team Management, Employee Satisfaction
- Ensuring Key KPIs are met - NPS, AHT, Quality, Shrinkage and Attrition
- Team Coach (Acting Team Leader) - Technical Support India: Customer Experience, Coaching & Mentoring, TNA & Training
- Mentor & Associate - Technical Support First line & 2nd Line: Answer calls, Mentoring and Floor walking, managing escalations, managing Handset Specialist Team and mailbox
- Devised and implemented processes and procedures to streamline operations
- Established open and professional relationships with team members to achieve quick resolutions for various issues
Associate
WNs global SERVICES
01.2005 - 01.2007
- Handle customer service queries
- Mentoring new joiners in the team
- Conduct refresher training for team members
- Floor walking in absence of Team leader/ Team Coach
- Provided product price information to customers
- Delivered energetic responses to customers by telephone, going above and beyond to serve needs
- Managed customer relations through communication and helpful interactions
Associate Program Manager
EClerx Services
Pune, Maharashtra
01.2025 - Current
- Improved overall program effectiveness with thorough analysis of key performance indicators and implementation of continuous improvement strategies.
- Established strong relationships with stakeholders through transparent communication and proactive issue resolution.
- Enhanced team performance by providing guidance, mentoring, and training to junior staff members.
- Developed detailed project plans including scope, objectives, timelines, budgets, risk assessments, and resource requirements for successful execution.
- Promoted a results-driven environment by setting clear expectations, regularly reviewing progress, and holding team members accountable for their performance.
- Increased client satisfaction with regular progress updates and timely delivery of projects.
- Led cross-functional teams in the planning, execution, and monitoring of complex projects, ensuring on-time delivery within budget constraints.
- Ensured successful project outcomes by closely monitoring risks, identifying potential issues, and implementing corrective actions.
Education
MBA - Marketing
Pune University
B. Com - Commerce
Pune University
Skills
Customer Service Management
Client Relations & Escalation Management
Certified coach mentor
Transition Management
Employee Engagement
Service Level Management
Driving Continuous Improvement
Schedule Adherence
Management Coaching and Mentoring
Ability to lead teams to achieve performance goals
Analytical skills
Communication skills
Presentation skills
Experienced in setting up Quality team
Identifying the right people for the right job
Green Belt trained for Benchmark 6 Sigma
Accomplishments
- Supervised team of 30 staff members and ramped up to 1500.
- Achieved head count of 1500 with accuracy and efficiency.
- Migration and Implementation of New platform, supervised transitioning.
- Headed a TCHT improvement project resulting in a significant reduction from 1250 seconds to 950 seconds.
- AO2 mailbox migration for the first in India.
- Headed project management team with ongoing multiple projects.
Awards
- Appreciated by Clients for successfully deploying OIP
- Won Best team award for Q4 2016
- Appreciated by Clients for successfully handling NBN in Pending Project 2015
- Awarded for best NPS score July 2014
- Zero Attrition for 2 years 2012 March till 31/03/14
- Awarded Dream Team Bi-Annual award 2012
- Awarded Top Gear contest for the year 2011
- Awarded Best Manager 2023
- Awarded Best GB 2024
Training and development
- Behavioral Ethics Interviews workshop
- Lean Six Sigma Green Belt Certification training (TCS)
- Green Belt completed in TCS and Capita on Quality and TCHT (71 FTE reduction)
- LEAP
- ISB Leadership Programme
- BPS Process management BPO fundamentals of telecom
- Quality management for delivery
- 3C's (Constant, Consistent and Complaint) Program.
- Performance Management Skills Training Program
- Young Managers Program
- Who moved my cheese (Spencer Johnson) Coaching Clinic
- ISB-Capita: Essentials of Leadership Program
- LEAP
Timeline
Associate Program Manager
EClerx Services
01.2025 - Current
Senior Manager - Operations
Capita India Pvt. Ltd
06.2019 - Current
Delivery Manager
Tata Consultancy Services
07.2016 - 01.2019
Assistant Manager
Tata Consultancy Services
07.2014 - 07.2016
Team Leader
Tech Mahindra
01.2007 - 07.2014
Associate
WNs global SERVICES
01.2005 - 01.2007
B. Com - Commerce
Pune University
MBA - Marketing
Pune University