Charan Vikas Kodimela
Hyderabad,TG
Summary
A learned Training professional with experience as a trainer and training manager in e-commerce and digital customer service industry with overall 12 years of experience, out of which 8+ years purely into the customer service, Quality Analyst, training delivery and training management. Led international projects supporting system launches, change initiatives, leadership development, and culture building. Committed to team development, life-long learning, contributing to team success.
Overview
13
13
years of professional experience
Work History
Training Manager CS/ Customer Success Manager
Kodimela Charan Vikas
- Charan16aries@gmail.com +919885991475
Senior Customer Success Manager
Acads360 Pvt Lmt
02.2023 - 10.2023
- PRM360 I’m liable for managing training and operations in the company right from new hire onboarding to operations
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- In control of stakeholder management, client management and performance
- Managing a huge client base with over 40 clients with 400+ users using our product and ensuring to provide best customer support by collaborating with Dev, QA and product Specialist teams
- Led Process improvement and problem-solving efforts to create standard procedures and escalation policies for customer support team
- Monitoring metrics and developing actionable insights to improve efficiency and performance
- Product expertise evaluation by conducting training, assessments and shadow sessions.
Customer Service Training Manager
Amazon Development Center
05.2016 - 06.2021
- End to end Training and delivery management for different operational units with a collective headcount of 900+ (HC increases during peak periods with influx of seasonal employees
- Responsible for stakeholder management and representing training team in different forums
- Collaborated with network teams to launch new product launches, CS training and workshops
- Plan and execute training interventions in BAU start thereby ensuring performance stability
- Conduct regular individual / team level discussions to review performance, annual appraisal, career pathing etc
- Identify, groom and develop interim trainers to come up learning curve and become permanent
- Collaborated with cross-functional teams to analyze historical data and forecast demand
- Provided daily, weekly, and monthly performance reporting via Key Performance Indicators
- Led and delivered projects internal and external to the department
- Crafted compelling learning content for the LMS while leading strategic initiatives
- Demonstrated effective leadership in project management, orchestrating and overseeing numerous complex projects
- Employed performance-based instructional theories to elevate the learner experience through various instructional methods
- Collaborated with cross-functional teams, driving alignment between instructional design projects and overarching business objectives.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Aligned training goals with overall company objectives, developing a cohesive strategy for customer service excellence.
- Directed training programs and development paths for managers and supervisors.
- Mentored junior trainers, enhancing their skills through guidance and support in delivering effective instruction.
- Collaborated with Quality Assurance teams to analyze call data, identifying gaps in knowledge or skills requiring further attention.
- Improved customer service quality by implementing comprehensive training programs for new and existing employees.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Senior Training Specialist
Amazon
05.2015 - 04.2016
- Led the training and development of New Hire employees across multiple Amazon domains
- Mentored Department Specific Trainers and Interim Trainers to ensure consistent high-quality training
- Established and managed Train the Trainer programs for virtual and classroom-based training
- Implemented performance enhancement programs for employees, optimizing training resources
- Standardized training processes through innovative methodologies and projects.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Delivered new employee onboarding and training sessions.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
QA Analyst & Customer Support
Amazon
12.2010 - 04.2015
- Conducted audits for process compliance and quality assurance
- Led Performance Improvement Plans (PIPs) for employees to enhance service quality
- Collaborated to minimize compliance violations and process errors
- Provided consistent coaching and mentoring for new and cross-skill agents
- Managed escalated contacts to reduce unwarranted concessions
- Resolved customer issues related to retail, digital, and Amazon devices.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Analyzed quality and performance data to support operational decision-making.
Education
Information technology
Vardhaman College of Engineering
Hyderabad04.2008
Intermediate -
Narayana Junior College
Hyderabad04.2004
SSC -
Telangana State Board
04.2002
Skills
- Training and development strategy
- Training delivery and leadership
- People management
- Resourse planning
- Project and performance management
- Project launches
- Curriculum development
- Analyze business potential and implement plans
- Program Development
- Attention to Detail
- Organizational Development
- Training Needs Analysis
Additional Information
- AWARDS , Business Enabler Award (x3) Amazon Customer Obsession Award Amazon Training Leaderboard Award Amazon RnR Silver and Bronze Amazon
Major Projects
- Device launches (Echo, Echo Dot, Kindle einks, Kindle tablets) – Amazon Digital Services
- New Hire Onboarding and Training Strategy – Amazon India business
- P1+P2 Training plan- Amazon India Business
- Device lab launch – Amazon Digital
- Trouble ticket services for training
- Amazon Pharmacy - Amazon India
- Automation of new hire orientation
- LMS- Automation of reports
- Digital and devices phones skill launch in Hyderabad
- Attrition control project
Timeline
Senior Customer Success Manager
Acads360 Pvt Lmt
02.2023 - 10.2023
Customer Service Training Manager
Amazon Development Center
05.2016 - 06.2021
Senior Training Specialist
Amazon
05.2015 - 04.2016
QA Analyst & Customer Support
Amazon
12.2010 - 04.2015
Training Manager CS/ Customer Success Manager
Kodimela Charan Vikas
Information technology
Vardhaman College of Engineering
Intermediate -
Narayana Junior College
SSC -
Telangana State Board
Similar Profiles
Jacob ChandJacob Chand
Group Cybersecurity Specialist at Charan Jeath Singh Group of CompaniesGroup Cybersecurity Specialist at Charan Jeath Singh Group of Companies
PRABHDEEP SINGHPRABHDEEP SINGH
Assistant Project Manager at Charan Electrical EnterprisesAssistant Project Manager at Charan Electrical Enterprises
SAURABH NEGISAURABH NEGI
Dcdp at The Hotel Charan PlazaDcdp at The Hotel Charan Plaza