Summary
Overview
Work History
Education
Skills
Disclaimer
Hobbies and Interests
Languages
Timeline
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Arjun Yallapragada

Arjun Yallapragada

Hyderabad

Summary

Analytical and adaptable leader with a strong background in performance management and data reporting. Recognized for delivering actionable insights and fostering a high-performance culture. Committed to enhancing operational excellence through strategic initiatives and continuous improvement.

Overview

8
8
years of professional experience

Work History

Support Team Lead - Operations

SmartRent Inc
06.2024 - Current
  • Led daily operations, ensuring compliance with policies and performance standards.
  • Optimized workflows, reducing downtime, and improving efficiency and service quality.
  • Drove key initiatives, including the launch and management of the Voice Services Pilot Program.
  • Managed, coached, and mentored a high-performing customer service team.
  • Designed and implemented training programs, and leveraged tools to assess competencies.
  • Conducted performance reviews, feedback sessions, and set development goals.
  • Tracked KPIs (CSAT, FCR, response time, and efficiency) and delivered insights to leadership.
  • Implemented process improvements and automation (Zapier, Google Workspace).
  • Monitored call quality, addressed escalations, and resolved root causes.
  • Partnered with stakeholders to improve the customer journey and retention.
  • Participated in business reviews, presenting performance updates, and recommendations.
  • Automated manual processes (e.g., leave management via Google Forms and Zapier).
  • Stayed ahead of industry trends, suggesting improvements for service enhancement.
  • Conducted hiring interviews, provided structured feedback, and built strong teams.

Team Leader - Operations

IntouchCX
07.2019 - 06.2024
  • Managing and leading a team of employees.
  • Communicating company goals, safety practices, and deadlines to the team.
  • Motivating team members and assesses performance.
  • Communicating concerns and policies among management and team member.
  • Searching for process/procedure optimisation and work improvement of the team.
  • Meeting client & company's SLA's.
  • Performing effective people management (one-to-ones, coaching, career development).
  • Performing deep-dives on SLAs and provide RCA/trends/actions for their improvement.
  • Acting as point of contact for any internal and external escalations.

Sr Associate Technical Support [Voice & Non Voice]

Tech Mahindra
11.2018 - 06.2019
  • Was initially hired as an non-voice Senior Associate, but later moved to a sales program(voice).
  • Adhere to the weekly shift timings and reach daily as well as weekly targets.
  • Follow the QA guidelines and keep refreshing the knowledge.

Sr eSupport Officer - Technical Support

Knoah Solutions
07.2017 - 11.2018
  • Technical Support: Help customers with their Phone, Cable and Internet services.
  • E-Commerce: Help customers with order related issues and provide information.
  • Utilize knowledge base articles to provide information to the customers.
  • Responsible for maintaining all the client metrics.
  • Handle customer's PII & SPII as per the client policies.
  • Provide excellent customer service, while ensuring all the quality guidelines are being followed.

Education

Senior Secondary Education - MPC

Narayana Jr College
01.2015

Secondary Education - SSC

Narayana Olympiad
01.2013

Skills

  • G-suite applications
  • Microsoft office
  • Workflow optimization
  • Training program design
  • Process improvement
  • Data reporting and analysis
  • Escalation handling
  • Coaching and mentoring
  • Stakeholder collaboration
  • Performance analysis
  • Team management

Disclaimer

I hereby declare that the above-stated particulars are true to the best of my knowledge and belief and given a chance to serve your organization, I shall do my best.

Hobbies and Interests

  • Watching movies
  • Table tennis
  • Traveling
  • Long drives

Languages

  • English, Fluent
  • Telugu, Fluent
  • Hindi, Manageable

Timeline

Support Team Lead - Operations

SmartRent Inc
06.2024 - Current

Team Leader - Operations

IntouchCX
07.2019 - 06.2024

Sr Associate Technical Support [Voice & Non Voice]

Tech Mahindra
11.2018 - 06.2019

Sr eSupport Officer - Technical Support

Knoah Solutions
07.2017 - 11.2018

Senior Secondary Education - MPC

Narayana Jr College

Secondary Education - SSC

Narayana Olympiad

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Arjun Yallapragada