Babu Mamidi

Experienced leader in program and project management with a focus on collaboration and achieving organizational goals. Skilled in driving operational efficiency, problem-solving, and fostering engaged work cultures. As a manager, I prioritize customer and employee satisfaction, identify areas for improvement, and deliver projects on time. I excel in performance management, continuous improvement, and maintaining compliance. With Apple Training Certification, I've managed processes for companies like Apple and Sutherland, ensuring customer satisfaction while meeting production targets.

In my role as a buyer, I focus on driving operations to meet business goals on a weekly basis, ensuring customer and employee satisfaction. I identify areas for improvement, deliver within timelines, and hire and retain high-performance talent. I facilitate real-time strategies for performance management, conduct failure investigations, and drive continuous improvement processes. Managing SLAs and deliverables is crucial, as is ensuring training meets program requirements and staffing strategies align with service volumes. Recognizing and rewarding top performers, conducting team engagement activities, and maintaining healthy relations with the team are also part of my responsibilities. Additionally, I ensure quality targets are met, maintain compliance guidelines, and conduct regular audits and call calibrations. I've also completed Apple Training Certification and managed various processes for companies like Apple and Sutherland, focusing on customer and technical support while meeting production targets and maintaining customer satisfaction.

• The Action Variance Improvement Project aimed to address and mitigate discrepancies between planned actions and actual outcomes within our operations. By identifying and rectifying variances, the project sought to streamline processes, improve efficiency, and enhance overall performance.Key Objectives Achieved:Identification of Variance Sources: Through meticulous analysis and data gathering, we pinpointed the root causes of variances, including procedural gaps, resource limitations, and communication breakdowns.
  Development of Corrective Measures: Collaboratively, we formulated targeted solutions to address each identified variance, focusing on process optimization, resource allocation adjustments, and enhanced communication protocols.
  Implementation of Improvement Strategies: With a structured approach, we executed the devised corrective measures, incorporating feedback loops and monitoring mechanisms to ensure effectiveness.
  Monitoring and Evaluation: Continuous monitoring and evaluation processes were established to track the impact of implemented improvements, enabling agile adjustments and reinforcement of successful practices.
• Repeat Call Analysis, Exide Life, The goal of the project is to identify the number of customer who are calling multiple times on the tool free numbers and minimizing these calls so that cost on maintaining the toll free number can be saved and cater more new business customers., Primary observation from this project is, follow-up calls done by the customers to enquiry about the status of their query raised earlier. We also identified the gaps from the client due to which there was a delay in resolving the customer’s issue, Skill issues from the agents and with the script, By the end of this project client was able to reduce the calls by 15% and we were benefited by extending the contract for another 3 years.
• PACT Analysis, Exide Life, The goal of the project is to identify the gaps that are leading to low CSat percentage and improve the satisfaction ratio., Major observation of this project is the gaps that are there in the system which is impacting the service and which needed immediate fix., With this project we are able to change the way CSat is measured by introducing controllable and non controllable drivers for the survey.
• TAT for Outbound, Apollo, The goal of the project is to ensure that all the leads received for calling are completed within 4 hours of receipt time and hence improving the conversion percentage., The major challenge we observed is the leads that are receiving in the night where the working window is 9AM-6PM. The prioritization of the lead calling was the major issue which is impacting TAT throughout the business hours., By changing the dialing mechanism and distributing the work assessment accordingly we were able to meet the TAT with consistency.

• Dashboard CreationDuring my tenure, I spearheaded the development and implementation of comprehensive dashboards aimed at providing actionable insights and enhancing data-driven decision-making processes. Leveraging advanced data visualization techniques and analytics tools, I designed intuitive and user-friendly dashboards that synthesized complex datasets into digestible visualizations. These dashboards facilitated real-time monitoring of key performance indicators, enabling stakeholders to identify trends, track progress towards goals, and make informed strategic decisions. Additionally, I collaborated closely with cross-functional teams to understand their specific needs and requirements, ensuring that the dashboards effectively addressed their informational needs. As a result of these efforts, the dashboards I created have become instrumental tools in driving efficiency, transparency, and accountability across the organization.
• Microsoft Dynamics Integration – Vendor Representative, Exide Life, Has played role of Framework Executive for MS Dynamics integration from the vendor representing party. Defined the IVR flow and process flow for the inbound calls. Helped in integrating the Branch interface with the Inbound interface for centralized CRM. Has created the case studies and have tested all the case studies with if and else clauses. Played a very important role in integrating the MS Dynamics with the Legacy CRM of Minacs.
• ISO Audit – Training, Exide Life, Has completed the training on COPC and ISO 27001 and 9000. During the brand change from Minacs to Concentrix, did the version controlling for all ISO documents. Conducted training for rest of the support staff on certification. Participated in both COPC and ISO audits and have ensured that there are NCs received.

• Date of Birth: 07/16/87
• S/o - Prabhudas
• Born: Hyderabad

• Received Unsung Hero Award for my overall performance
• Has received an award for Best Manager in the Town Hall presentation.
• My non instrumental painting was awarded with first prize in the completion held on republic day celebrations.

• The Action Variance Improvement Project aimed to address and mitigate discrepancies between planned actions and actual outcomes within our operations. By identifying and rectifying variances, the project sought to streamline processes, improve efficiency, and enhance overall performance.Key Objectives Achieved:Identification of Variance Sources: Through meticulous analysis and data gathering, we pinpointed the root causes of variances, including procedural gaps, resource limitations, and communication breakdowns.
  Development of Corrective Measures: Collaboratively, we formulated targeted solutions to address each identified variance, focusing on process optimization, resource allocation adjustments, and enhanced communication protocols.
  Implementation of Improvement Strategies: With a structured approach, we executed the devised corrective measures, incorporating feedback loops and monitoring mechanisms to ensure effectiveness.
  Monitoring and Evaluation: Continuous monitoring and evaluation processes were established to track the impact of implemented improvements, enabling agile adjustments and reinforcement of successful practices.
• Repeat Call Analysis, Exide Life, The goal of the project is to identify the number of customer who are calling multiple times on the tool free numbers and minimizing these calls so that cost on maintaining the toll free number can be saved and cater more new business customers., Primary observation from this project is, follow-up calls done by the customers to enquiry about the status of their query raised earlier. We also identified the gaps from the client due to which there was a delay in resolving the customer’s issue, Skill issues from the agents and with the script, By the end of this project client was able to reduce the calls by 15% and we were benefited by extending the contract for another 3 years.
• PACT Analysis, Exide Life, The goal of the project is to identify the gaps that are leading to low CSat percentage and improve the satisfaction ratio., Major observation of this project is the gaps that are there in the system which is impacting the service and which needed immediate fix., With this project we are able to change the way CSat is measured by introducing controllable and non controllable drivers for the survey.
• TAT for Outbound, Apollo, The goal of the project is to ensure that all the leads received for calling are completed within 4 hours of receipt time and hence improving the conversion percentage., The major challenge we observed is the leads that are receiving in the night where the working window is 9AM-6PM. The prioritization of the lead calling was the major issue which is impacting TAT throughout the business hours., By changing the dialing mechanism and distributing the work assessment accordingly we were able to meet the TAT with consistency.

• Dashboard CreationDuring my tenure, I spearheaded the development and implementation of comprehensive dashboards aimed at providing actionable insights and enhancing data-driven decision-making processes. Leveraging advanced data visualization techniques and analytics tools, I designed intuitive and user-friendly dashboards that synthesized complex datasets into digestible visualizations. These dashboards facilitated real-time monitoring of key performance indicators, enabling stakeholders to identify trends, track progress towards goals, and make informed strategic decisions. Additionally, I collaborated closely with cross-functional teams to understand their specific needs and requirements, ensuring that the dashboards effectively addressed their informational needs. As a result of these efforts, the dashboards I created have become instrumental tools in driving efficiency, transparency, and accountability across the organization.
• Microsoft Dynamics Integration – Vendor Representative, Exide Life, Has played role of Framework Executive for MS Dynamics integration from the vendor representing party. Defined the IVR flow and process flow for the inbound calls. Helped in integrating the Branch interface with the Inbound interface for centralized CRM. Has created the case studies and have tested all the case studies with if and else clauses. Played a very important role in integrating the MS Dynamics with the Legacy CRM of Minacs.
• ISO Audit – Training, Exide Life, Has completed the training on COPC and ISO 27001 and 9000. During the brand change from Minacs to Concentrix, did the version controlling for all ISO documents. Conducted training for rest of the support staff on certification. Participated in both COPC and ISO audits and have ensured that there are NCs received.

• Date of Birth: 07/16/87
• S/o - Prabhudas
• Born: Hyderabad