KOLAKALURI SESHU KUMAR

Acted as primary point of contact in matters relating to client requirements.
Conduct regular meetings with clients to understand their needs and provide updates on services or products.
Coordinated with internal teams to ensure timely delivery of services to deliver solutions that meet client expectations.
Maintained detailed records of client interactions and project progress.
Maintained accurate records of all customer interactions in the CRM system.
Address and resolve any challenges or issues that arise during the project lifecycle.
Worked towards meeting revenue targets for assigned accounts.

• Coordinating day-to-day operations with teams.
• Forecasting & Shifts Planning basis on different regions & Timezones (US, Mexico, Costa Rica & India) to ensure maximum coverage
• Created employee schedules to align coverage with forecasted demands.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Mentored team members to enhance professional development and accountability in workplace.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Maintaining panel per skill, Up-to-date info
• Monitor daily accountably, performance reviews, coaching, team training & continuous team improvement
• Run expenses monthly report & coordinated in payout process
• Investigate issues on delays and respond to queries on status
  Escalations, daily summary to BP's.
• Regular team meetings/sync up
• Handle time off, holiday communications, manage coverage & time zone rotations
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Evaluated employee performance on [Quarterly] basis and coached and trained team members, increasing quality of work and employee motivation

• Requirements understanding and Analysis -> BRD -> Sign off BRD -> Analysis -> Estimation -> Design -> Development ->Testing -> UAT -> Production
• All Requirements, Changes request inclusion and publishing of
• Sprint Plan
• Liaise with client on questions Development team has
• Working with QA & Production team to publish release dates of Sprint,
• Working on user stories, BRD.
• SPOC for Clients
• Increased ownership of issues, assist, coordinate and manage with client
• Organize regular client meetings and teleconferences to strengthen client relationships
• Established outstanding services and ensured client satisfaction

• Managing bids in response to request for proposals (RFX's) from customers
• Ascertaining documents and records fulfillment as per organizational policies and procedures
• Bid Team identification, Alignment and Kick-off
• Liaised development of RFP/RFI/RFQ responses
• Ensuring proper procedural development of work and maintaining all the records In connection with the same Bid Led bid reviews with senior leadership to establish a common understanding
• Managed bid response consistency by coordinating inputs from multiple departments and resources

Responsible in generating new leads/opportunities for the markets of
North America, UK/Europe, and India

• Responsible for handling escaltions calls
  Handling a team of 18 members from the perspective of performance

• Processed inbound and outbound technical support calls on internet connectivity issues Researched issues on various computer & connectivity issues using Knowledge base
  Awarded as Best CSAT (Customer Satisfaction) Associate for the Month March 2007 Tech Mahindra/AT&T

• Processed inbound customer service calls.
• Obtained 'Best Associate Award'

• Worked as Team Leader handling a team of 14 members