Summary
Overview
Work History
Education
Skills
Disclaimer
Interests
Timeline
Generic

Naguluri Arun Sai

Associate Manager - Customer Service
Hyderabad

Summary

Resourceful Associate Manager known for high productivity and efficient task completion. Specialize in team leadership, operational management, and strategic planning. Excel in communication, problem-solving, and adaptability to ensure smooth operations and team alignment towards organizational goals.

Overview

9
9
years of professional experience
3
3
Languages

Work History

Associate Manager Account Management

Sutherland
03.2023 - Current
  • Maintained accurate records of employee attendance, payroll, and compliance documentation, ensuring data integrity, and timely reporting.
  • Prepared and presented quarterly performance summaries for senior leadership, providing insights into key metrics, progress, and strategic recommendations.
  • Resolved employee and customer conflicts promptly and professionally, promoting a positive and collaborative work environment.
  • Led staff development initiatives through structured training programs, individual coaching, and regular feedback sessions to enhance team capability.
  • Identified and implemented process improvements, increasing operational efficiency, and reducing turnaround time for key workflows.
  • Ensured strict adherence to company policies, labor laws, and safety standards, fostering a compliant and secure workplace.
  • Conducted regular performance reviews with direct reports to assess achievements, set goals, and outline development plans.
  • Generated monthly reports to track progress on strategic initiatives, and highlight opportunities or risks to leadership.
  • Monitored and addressed customer complaints, implementing timely and effective solutions to enhance overall customer satisfaction.
  • Managed day-to-day team operations, delegating tasks, and aligning workflows to meet organizational objectives and deadlines.
  • Evaluated team member performance, providing consistent coaching to support skill development, and improve output quality.
  • Designed and facilitated training sessions targeting skill gaps, and enhancing team productivity and service delivery.
  • Handled escalated customer issues, delivering high-level resolutions to maintain brand reputation and customer trust.
  • Reviewed employee performance regularly, offering actionable feedback and coaching to drive continuous improvement and engagement.

Operations Team Lead

Intouch CX
01.2021 - 03.2023
  • Managed a team of blended associates handling calls, emails, and chats, ensuring a balanced workload and productivity across channels.
  • Consistently met daily targets aligned with defined KPIs (Key Performance Indicators) for all communication modes.
  • Maintained focus on achieving high Net Promoter Scores (NPS) and Service Level Agreements (SLA).
  • Conducted detractor analysis on calls and chats that resulted in a negative NPS to identify improvement areas.
  • Designed and maintained performance scorecards to evaluate individual performance, and enable stack ranking.
  • Identified top performers for rewards and recognition, boosting morale and healthy competition within the team.
  • Held regular team meetings and one-on-one sessions to understand associates' challenges and strengths.
  • Provided constructive feedback and coaching to team members to enhance individual and overall team performance.
  • Prepared and administered a monthly Process Knowledge Test (PKT) to assess understanding and awareness of process updates.
  • Published detailed performance reports, and conducted root cause analysis for any SLA breaches.
  • Conducted refresher training in areas where performance gaps were identified to improve team efficiency.
  • Monitored floor activities, including adherence to break schedules, and attendance compliance.
  • Reported weekly and monthly performance directly to clients, ensuring transparency and accountability.
  • Created and presented performance review presentations (PPTs) to clients on a weekly basis.
  • Recommended process improvements based on evaluation findings, and performance trend analysis.
  • Drove schedule adherence and managed team shift planning to ensure full operational coverage.
  • Handled customer and client escalations professionally and effectively to ensure quick resolutions.
  • Conducted regular feedback and coaching sessions, with a focus on performance enhancement.
  • Initiated performance management strategies, including action plans, and bottom quartile (BQ) performance planning.
  • Took ownership of employee career development, providing growth opportunities through mentoring and skill enhancement.

Quality Specialist

Intouch CX
10.2019 - 12.2020
  • Worked as a Quality Specialist for the below-mentioned client: Client: Pivotal Home Solutions PVT. LTD & American Water Resources.
  • Monitored supplier performance to ensure that parts met company specifications.
  • Conducted internal audits to ensure compliance with quality standards and procedures.
  • Collaborated with management to discuss effective plans for resolving major quality problems.

Senior Technical Voice Support Officer

24/7 Intouch knoah Solutions
12.2018 - 10.2019
  • Resolved customer queries in a timely manner.
  • Provided remote support to customers using various remote desktop applications.
  • Resolved complex and escalated support issues.

Customer Service Representative

Wipro
09.2016 - 12.2018
  • Provided exceptional customer service to ensure customer satisfaction.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.

Education

MBA - Human Resource Management

Aurobindo College For Business Management
Ranga Reddy District, Hyderabad, India
05-2018

Bachelor Of Science - Mathematics, Statistics, Computer Science

Bankatlal Badruka College For Information And Technology
Kachiguda, Hyderabad, India
10-2015

Bachelor of Science - MPC (Mathematics, Physics, Chemistry)

Narayana Junior College
Champapet, Hyderabad, India
04.2001 -

No Degree - SSC

The Lyceum School
Meerpet, Hyderabad, India
04.2001 -

Skills

  • Customer service expertise

  • Customer service proficiency

  • Customer satisfaction analysis

  • Proficient in call management

  • Employee performance review

  • Quality assurance

  • Adaptable to new challenges

  • Data report creation

  • Data analysis using spreadsheets

  • Collaborative teamwork

  • Building strong professional connections

  • Establishing connections

  • Business growth initiatives

  • Account relationship development

  • Issue escalation coordination

  • Conflict resolution strategies

Disclaimer

I hereby affirm that the information provided above is accurate and true to the best of my knowledge

Interests

Watching podcasts, action & suspense thrillers, Listening Songs

Timeline

Associate Manager Account Management

Sutherland
03.2023 - Current

Operations Team Lead

Intouch CX
01.2021 - 03.2023

Quality Specialist

Intouch CX
10.2019 - 12.2020

Senior Technical Voice Support Officer

24/7 Intouch knoah Solutions
12.2018 - 10.2019

Customer Service Representative

Wipro
09.2016 - 12.2018

Bachelor of Science - MPC (Mathematics, Physics, Chemistry)

Narayana Junior College
04.2001 -

No Degree - SSC

The Lyceum School
04.2001 -

MBA - Human Resource Management

Aurobindo College For Business Management

Bachelor Of Science - Mathematics, Statistics, Computer Science

Bankatlal Badruka College For Information And Technology

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Naguluri Arun SaiAssociate Manager - Customer Service