Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Websites
Timeline
Generic
Hemanth Kumar Tirupathi

Hemanth Kumar Tirupathi

Hyderabad

Summary

Results-driven Senior Scrum Master with proven skills in Agile methodologies, impediment resolution, and project tracking, delivering streamlined processes and enhanced team performance.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Scrum Master - PMO

Head Digital Works
Hyderabad
10.2022 - Current
  • Facilitated agile ceremonies: Backlog Grooming, Sprint Planning, Daily Scrum Calls, Sprint Demo, and Sprint Retrospective, promoting collaboration and transparency among teams.
  • Handled multiple projects with three different pods within the organization.
  • Coordinated with product owners to prioritize backlog management effectively.
  • Ensured adherence to Scrum principles during project planning and execution.
  • Guided teams in identifying and resolving impediments to enhance workflow efficiency.
  • Collaborated with stakeholders to align project goals with business objectives.
  • Implemented process improvements that streamlined team performance and delivery cycles.
  • Coached team members on Agile and Scrum concepts, values, and practices.
  • Tracked project progress using burn down charts and velocity metrics.

Team Lead - Customer Experience - VIP Operations

Head Digital Works
Hyderabad
04.2019 - 09.2022
  • Led the customer support team (VIP Support) to resolve inquiries efficiently and effectively.
  • Trained new staff on product knowledge and customer service protocols.
  • Developed training materials to enhance team performance and service quality.
  • Managed scheduling and workload distribution among support team members.
  • Collaborated with departments to improve customer feedback processes and solutions.
  • Implemented best practices for handling escalated customer issues swiftly.
  • Analyzed support metrics to identify trends and recommend process improvements.
  • Facilitated regular team meetings to discuss challenges and share successful strategies.
  • Facilitated communication between customers and other departments within the organization.
  • Collaborated closely with other departments to ensure successful implementation of projects and initiatives related to client experience improvement.
  • Identified opportunities for streamlining operational processes within the department; worked with stakeholders on implementing changes accordingly.
  • Ensured customer satisfaction by providing prompt responses to customer inquiries and complaints.
  • Analyzed feedback from customers to identify areas of improvement in service delivery process.
  • Developed strong relationships with external partners necessary for providing optimal service levels for customers.
  • Recognized patterns in common requests and inquiries from customers; developed solutions that could be applied consistently across multiple scenarios.
  • Resolved escalated customer issues in a professional manner while maintaining positive relationships with customers.
  • Maintained up-to-date knowledge about product features and functionality, industry trends, competitive landscape.
  • Monitored calls of team members to ensure adherence to established policies and procedures.
  • Delegated work to staff, setting priorities and goals.
  • Guided employees in handling difficult or complex problems.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.

Assistant Team Lead - Customer Experience

Head Digital Works
Hyderabad
04.2018 - 03.2019
  • Collaborated with team members to improve customer service processes.
  • Trained new staff on customer support protocols and system navigation.
  • Provided feedback to management on recurring customer concerns and trends.
  • Maintained product knowledge to effectively address customer questions.
  • Facilitated communication between departments to enhance service delivery.
  • Maintained accurate records of customer interactions, transactions, comments and complaints.
  • Resolved customer complaints in a timely and efficient manner.
  • Utilized problem-solving skills in order to resolve complex customer service challenges quickly and effectively.
  • Processed refunds and returns according to company policy while keeping customers informed throughout the process.
  • Monitored incoming emails, website inquiries, and social media messages related to customer service issues.
  • Evaluated customer feedback to identify areas where improvements could be made in service delivery.
  • Worked collaboratively with other departments within the organization to ensure customer satisfaction.
  • Answered customer inquiries and provided product information via phone, email, and live chat.
  • Gathered customer feedback on products or services and reported it to management for review.
  • Identified customer needs by asking probing questions and actively listening to the responses.
  • Created detailed reports summarizing customer service activities, such as the number of calls and emails received per day.
  • Developed strong relationships with customers through frequent follow-ups after initial contact.
  • Maintained positive working relationship with fellow staff and management.

Executive - Customer Experience

Head Digital Works
Hyderabad
01.2017 - 03.2018
  • Assisted customers with inquiries through phone, email, and chat support.
  • Resolved customer complaints using problem-solving skills and product knowledge.
  • Documented support interactions in the customer relationship management system.
  • Collaborated with team members to improve service processes and customer satisfaction.
  • Monitored support ticketing system for timely resolution of issues.
  • Maintained product knowledge to effectively address customer questions and concerns.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.

Customer Support Specialist

Just Dial Ltd
Hyderabad
06.2014 - 12.2016
  • Assisted customers with inquiries through phone, email, and chat support.
  • Collaborated with team members to improve service processes and customer satisfaction.
  • Trained new staff on customer service protocols and system usage.
  • Monitored support ticketing system for timely resolution of issues.
  • Provided feedback to management on recurring customer concerns for process improvement.
  • Maintained product knowledge to effectively address customer questions and concerns.
  • Investigated customer complaints regarding product quality or service rendered.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.

Education

Bachelor of Science - Computer Science

Rastriya Vishwa Vidyapeeth
Mumbai
04-2013

Skills

  • Agile methodologies
  • Project management and project coordination
  • Scrum processes
  • Scrum framework expertise
  • Sprint planning and retrospective analysis
  • impediment resolution
  • project tracking
  • stakeholder collaboration
  • Team facilitation
  • Process improvement
  • customer relationship management
  • Effective communication
  • Risk identification
  • Meeting facilitation

Accomplishments

  • Awarded as Best Buddy -2023
  • Awarded as Best Achiever of the Year - 2016

Languages

Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Certification

  • Certified Scrum Master (CSM)

Websites

Timeline

Senior Scrum Master - PMO

Head Digital Works
10.2022 - Current

Team Lead - Customer Experience - VIP Operations

Head Digital Works
04.2019 - 09.2022

Assistant Team Lead - Customer Experience

Head Digital Works
04.2018 - 03.2019

Executive - Customer Experience

Head Digital Works
01.2017 - 03.2018

Customer Support Specialist

Just Dial Ltd
06.2014 - 12.2016

Bachelor of Science - Computer Science

Rastriya Vishwa Vidyapeeth

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Hemanth Kumar Tirupathi