AMMU ANKUSH
Shift Lead
Hyderabad,TG
Summary
Operations and Customer Service Leader with 10+ years of experience managing end-to-end operations across e-commerce, travel, credit dispute, recruitment, and customer support functions. Proven expertise in team leadership, SLA/QA governance, process optimization, and performance management within high-volume, service-driven environments. Strong track record in stakeholder management, escalation resolution, and cross-functional coordination. Skilled in leveraging data-driven insights to identify operational gaps, streamline workflows, and implement efficiency improvements that enhance productivity and service quality. Demonstrated ability to drive operational excellence and deliver consistent, measurable business outcomes.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
Shift Lead
Robert Walters
07.2025 - Current
- Managed U.S. Shift operations for four major clients, leading a team of 30+ FTEs and two team leads to ensure smooth and efficient daily operations.
- Monitored key operational metrics such as Production, SLA, and Quality to maintain consistent service performance and achieve business objectives.
- Resolved client escalations and operational issues promptly, ensuring minimal business impact, and high stakeholder satisfaction.
- Supported workforce planning and workload management during high-volume periods to maintain operational continuity and productivity.
- Conducted performance evaluations, coaching sessions, and feedback discussions to enhance employee productivity, accountability, and professional development.
- Managed end-to-end recruitment activities, including interview scheduling, candidate coordination, stakeholder communication, documentation management, and background verification.
- Ensured all interviews were scheduled within a 48-hour turnaround time, contributing to strong recruitment KPIs, and an improved candidate experience.
- Collaborated with Recruitment Managers and Recruitment Partners to streamline recruitment workflows and implement process improvement initiatives.
- Maintained effective stakeholder communication by providing timely updates, resolving concerns, and ensuring alignment across teams.
- Identified operational gaps and implemented process enhancements to improve efficiency, accuracy, and overall service delivery.
- Mentored team leads and team members by providing guidance, operational support, and leadership development opportunities.
- Ensured adherence to organizational policies, compliance standards, and operational procedures across recruitment and service delivery functions.
Team Leader, Delivery & Operations
RealPage India Pvt. Ltd
03.2022 - 07.2025
- Managed a high-performing team of 8 associates (6 India-based and 2 U.S.-based), overseeing daily operations, and ensuring effective service delivery.
- Maintained 98% SLA adherence through efficient backlog management, timely ticket resolution, and operational prioritization.
- Processed consumer credit disputes while ensuring compliance with FCRA, CFPB, and FTC regulations to support accurate and compliant credit reporting practices.
- Coordinated with major credit bureaus, including Equifax, TransUnion, and Experian, to facilitate dispute investigations and credit report updates.
- Performed quality audits and implemented corrective action plans to improve process accuracy, compliance, and operational effectiveness.
- Introduced process improvement initiatives that reduced ticket processing time by 33% and enhanced workflow efficiency.
- Led targeted quality improvement programs that increased QA scores from 88% to 99% within six months, achieving an 11% year-to-date improvement.
- Developed and maintained real-time dashboards to track team productivity, service levels, and key operational metrics.
- Collaborated with cross-functional teams and stakeholders to optimize operational processes, and improve overall performance outcomes.
- Mentored team members through coaching and performance feedback sessions to strengthen accountability, productivity, and professional growth.
Team Leader, Customer Success & Operations
Foundever
11.2020 - 03.2022
- Managed e-commerce customer support operations for a team of 35 associates across chat and email channels, ensuring consistent service delivery and operational efficiency.
- Monitored customer interactions and performed quality audits to improve CSAT scores, service standards, and overall customer experience.
- Provided structured feedback and coaching to associates to enhance communication quality, issue resolution, and performance consistency.
- Handled customer escalations end-to-end, ensuring timely resolution, and maintaining high customer satisfaction levels.
- Prepared data-driven insights and performance reports for Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to support leadership decision-making.
- Managed real-time schedule adherence for over 100 FTEs, ensuring optimal staffing coverage.
- Participated in QA calibration sessions to ensure consistency in evaluations, and alignment of quality standards across the team.
Associate Team Lead
Teletext India Pvt. Ltd.
01.2013 - 11.2020
- Managed hotel content review and updates, ensuring accurate property information, accommodation details, and end-to-end (E2E) transfer management across internal systems.
- Handled hotel pricing updates, rate management, and contract negotiations to maintain competitive pricing, and ensure data accuracy across platforms.
- Maintained hotel pricing data within CRM systems, ensuring consistency, accuracy, and alignment across operational tools.
- Supported XML pricing integrations to enable seamless distribution of hotel rates and inventory across partner and supplier systems.
- Managed end-to-end reservation operations, ensuring timely confirmations, booking accuracy, and resolution of reservation-related issues.
- Provided 24/7 hotline support for real-time issues, post-arrival complaints, and social media escalations, ensuring swift resolution and strong brand reputation management.
- Resolved invoice and pricing discrepancies by coordinating with internal teams and external vendors to ensure billing accuracy and compliance.
- Successfully retained 3,595 out of 5,000 short-haul and long-haul destination contacts during the Teletext and AlphaRooms merger, ensuring business continuity despite key contact manager attrition.
HR Coordinator
Career Mentors Hrd Consultants Ltd
05.2012 - 01.2013
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Maintained accurate employee records in systems, enabling efficient data retrieval for reporting purposes.
- Developed a robust talent pipeline by proactively sourcing candidates through various channels, including social media, job boards, and referrals.
Customer Service Representative
Daakshya Informatics Pvt. Ltd.
06.2011 - 02.2012
- Managed 60+ inbound customer calls daily, handling long-distance calling card sales, and consistently meeting or exceeding monthly sales targets.
- Achieved high conversion rates by recommending customized calling plans based on customer needs, improving overall customer satisfaction, and retention.
- Processed customer transactions accurately, while ensuring compliance with operational procedures, and maintaining service quality standards.
- Maintained and updated customer records with high accuracy, enabling effective follow-ups and continuity in customer engagement.
- Conducted outbound follow-up calls to promote new products and upsell services, contributing to increased revenue opportunities.
- Built strong customer relationships through effective communication and consultative selling, supporting repeat business and loyalty.
Education
B.Com - Accounts
GITAM University
Visakhapatnam 05.2001 -
Skills
Operational excellence
Workforce planning
Performance evaluation and monitoring
Employee development
KPI tracking
Employee reviews
Change management
Project planning and development
Data-driven decision making
Stakeholder management
Project Experience
- Collaborated with the Robotic Process Automation (RPA) team to identify and automate high-effort, repetitive tasks.
- Designed technical specifications and conducted UATs to ensure reliable and scalable RPA solutions across departments.
- Enabled a 25% reduction in manual hours by streamlining operational workflows and enhancing process efficiency.
Certification
Building and Managing High-Performance Teams - Mahindra University
Timeline
Future-Ready Leadership: Aligning with a Global Vision - Mahindra University
06-2026
Shift Lead
Robert Walters
07.2025 - Current
Building and Managing High-Performance Teams - Mahindra University
10-2024
Team Leader, Delivery & Operations
RealPage India Pvt. Ltd
03.2022 - 07.2025
Team Leader, Customer Success & Operations
Foundever
11.2020 - 03.2022
Associate Team Lead
Teletext India Pvt. Ltd.
01.2013 - 11.2020
HR Coordinator
Career Mentors Hrd Consultants Ltd
05.2012 - 01.2013
Customer Service Representative
Daakshya Informatics Pvt. Ltd.
06.2011 - 02.2012
B.Com - Accounts
GITAM University
05.2001 -