Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Hi, I’m

Naresh Kumar Kothapally

Hyderabad
Naresh Kumar Kothapally

Summary

Results-driven Service Manager with a proven track record in project management, process improvement, and team leadership. Expertise in customer relationship management and service delivery enhances operational efficiency. Dynamic Service Manager with over 3 years of experience in optimizing service delivery and enhancing customer satisfaction. Skilled in developing strategic relationships and implementing process improvements, leading to significant operational efficiencies and cost savings. Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Results-driven Service Manager known for exceptional productivity and efficient task completion. Specialize in customer relationship management, operational leadership, and process optimization to enhance service delivery. Excel in communication, problem-solving, and team collaboration, ensuring smooth operations and high customer satisfaction levels.

Overview

19
years of professional experience
1
Certification

Work History

Unisys
Hyderabad

Service Manager
09.2014 - Current

Job overview

  • Coordinated resources and schedules to meet project timelines effectively.
  • Developed relationships with customers, vendors, and suppliers.
  • Conducted root cause analysis on recurring customer problems.
  • Created standard operating procedures for all service functions.
  • Analyzed processes for potential cost savings initiatives.
  • Led recruitment and hiring process for new service staff.
  • Planned regular team meetings to align on priorities and review feedback.
  • Utilized technology to streamline operations and improve customer experience.
  • Managed service delivery operations for diverse client accounts at Unisys.
  • Developed and implemented process improvements to enhance operational efficiency.
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Maintained accurate records of all service requests, including resolution times and costs incurred.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Performed root cause analysis on recurring problems encountered by customers.
  • Identified opportunities to increase efficiency through automation or process re-engineering.
  • Represented the service department in executive meetings, providing reports and insights on performance and initiatives.

Dell International Services
Hyderabad

Sr. Technical Support Specialist
06.2009 - 04.2014

Job overview

  • Provided expert troubleshooting support for complex technical issues across multiple platforms.
  • Developed and maintained acomprehensive knowledge base for resolving common technical problems.
  • Ensured timely escalation of unresolved issues to senior technical staff for further investigation.
  • Monitored system performance to proactively address potential technical challenges before escalation.
  • Assisted with the development of internal procedures for providing technical support services.
  • Configured networks and installed software programs to ensure optimal performance of computers.
  • Handled customer service issues by providing guidance or escalating for advanced support.

Knoah Solutions
Hyderabad

Technical Support Representative
01.2007 - 04.2009

Job overview

  • Provided technical assistance for software and hardware issues to clients.
  • Resolved customer inquiries through phone, chat, and email support.
  • Documented troubleshooting processes and solutions in knowledge base.
  • Managed escalated technical issues with urgency and professionalism.
  • Trained new staff on support processes and customer interaction techniques.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

Education

Dr. B R Ambedkar University
Hyderabad

Bachelor of Science from BSC Computers
04-2005

Skills

  • Project management
  • Process improvement
  • Service delivery management
  • Customer relationship management
  • Team leadership
  • Problem solving
  • Training development
  • Strategic planning
  • Service delivery optimization
  • Customer satisfaction measurement
  • Continuous improvement
  • Coaching and mentorship
  • Verbal and written communication
  • Upselling
  • Revenue generation
  • Analytical thinking
  • Relationship building
  • Contract management
  • Policy and procedure enforcement
  • Goal oriented

Certification

  • Certification in Foundation - Robotic Process Automation.
  • ITIL Foundation Certified

Languages

Telugu
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Accomplishments

  • Recognized and awarded by Eric Hutto for the time and hard work dedicated to the idea submission, for managing the centralized dashboard for monitoring performance and critical SLAs.
  • Recognized and awarded by Patrycja Sobera for the successful implementation of the Dyson account, managing all operational issues, and ensuring critical SLAs are in place.

Timeline

Service Manager

Unisys
09.2014 - Current

Sr. Technical Support Specialist

Dell International Services
06.2009 - 04.2014

Technical Support Representative

Knoah Solutions
01.2007 - 04.2009

Dr. B R Ambedkar University

Bachelor of Science from BSC Computers

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Naresh Kumar Kothapally