GUNISETTY PETERSON
Hyderabad
Summary
Dynamic and results-driven Associate Manager with over 9 years of experience in overseeing and motivating teams to meet and exceed performance metrics. Skilled in maintaining client communication, resolving issues, and ensuring customer satisfaction through effective leadership and quality management. Advanced in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration.
Overview
9
9
years of professional experience
Work History
Associate Manager
Sutherland Global Services
Hyderabad
07.2022 - Current
- Managed team of approx 35 advisors with 2 group leads to ensure all process KRA's met
- Developed and implemented a system for tracking and measuring KPIs, allowing for better decision-making
- Collaborated with cross-functional teams to identify and resolve customer service issues
- Monitor chats as per defined sample plan and targets, report out any ZT cases and take necessary action
- Performing audit, sharing feedback and guiding team to meet Quality parameters
- Recognized staff for contributions to company success to foster engagement and increase productivity
- Managing shrinkage and attrition in team
- Conducted performance reviews that identified areas of improvement and led to increased employee satisfaction
Service Operations Supervisor
Diebold Nixdorf
Hyderabad
07.2018 - 07.2022
- Supervised a team of 25 employees, ensuring that all key metrics of performance as per Client SLA are met and exceeded
- Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards
- Monitored and evaluated employee performance, providing feedback and coaching to ensure job expectations were met
- Ensures teams maintain clean orderly work area through use of 5S visuals management tools and standards Establish action plans for improvement
- Assisted with new hire processing and existing training programs
Technical Support Specialist
Diebold Nixdorf
Hyderabad
10.2015 - 07.2022
- Provided technical support to customers over the phone and via email, resulting in a 100% customer satisfaction rate
- Identify and Debug issues on ATM Environments, Monitors, diagnoses, and repairs all related issues
- Raising and resolving tickets through Siebel and troubleshooting terminals with Citrix and Axeda applications
- Provided technical support for end-users and resolved escalated technical issues
Education
Masters - Electronics
Sai Sudhir Pg. College
Hyderabad05.2015
BSc - Electronics
Avanthi Degree College
Hyderabad05.2013
Sri Chaitanya Junior College -
04.2010
Skills
- Team Management Skills
- Customer Service
- Performance Improvement
Accomplishments
- Project start of the year, 10/12/2024
- Exceptional Star of the year, 03/01/23, Sutherland Global Services (Spotify)
- Project Star of the year, 04/01/20, Diebold Nixdorf
- Promoted as Operations Supervisor, 03/01/18
- Promoted as a Technical Support Specialist, 03/01/18, Diebold Nixdorf
- Promoted as a Technical Support Associate, 03/01/17, Diebold Nixdorf
Hobbies and Interests
- Playing Table Tennis
- Listening Music
Languages
Telugu
First Language
English
Advanced
C1
Hindi
Upper Intermediate
B2
Personal Information
- Father name- G Bhaskara rao
- Date of Birth: 10/22/92
- Nationality: Indian
- Address- Hno 7-194, sri sai nagar, Dammaiguda, 500083
Timeline
Associate Manager
Sutherland Global Services
07.2022 - Current
Service Operations Supervisor
Diebold Nixdorf
07.2018 - 07.2022
Technical Support Specialist
Diebold Nixdorf
10.2015 - 07.2022
Masters - Electronics
Sai Sudhir Pg. College
BSc - Electronics
Avanthi Degree College