Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pradeep Prem Kumar Akula

Hyderabad

Summary

Dynamic Service Delivery Manager with 15+ years of overall experience and a proven track record at Mediamint, and other organizations excelling in quality monitoring and client relationship management. Spearheaded initiatives that enhanced customer satisfaction and streamlined onboarding processes, driving repeat business and fostering a culture of continuous improvement. Adept at resource allocation and effective communication, ensuring optimal operational performance.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Manager of Operations

Mediamint
04.2024 - Current
  • Overseeing 10 different projects related to Customer support, Technical support, Software support, Content Moderation
  • Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
  • Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
  • Contacted suppliers and vendors about issues with deliveries or products.
  • Engaged customers to discuss business needs and explore opportunities to increase sales.
  • Coordinated new hire recruitment, training and development.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
  • Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.

Associate Manager

Mediamint
09.2021 - 03.2024
  • Mentored and supported 100+ department employees to create strong workplace culture.
  • Oversaw training and onboarding process for all newly hired employees within MediaMint
  • Remedied issues and conflicts among workers using negotiation and active listening.
  • Generated repeat business through exceptional customer service.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Team Leader

Sonetel Software Solutions
01.2019 - 09.2021
  • Managed a team supporting multi-channel communication (chat, voice, email); improved CSAT from 82% to 95%.
  • Led product training and quality initiatives; implemented feedback loops and performance trackers.
  • Introduced outbound calling, increasing retention and upsell revenue.
  • Boosted Trust Pilot rating from 3.8 to 4.3 in 3 months through service excellence.
  • Oversaw process audits, reporting, and presented KPIs to C-level executives.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Generated reports detailing findings and recommendations and presented to the CEO.

Associate Team Lead

Sonetel Software Solutions
01.2015 - 01.2019
  • Conducted regular reviews of operations and identified areas for improvement.
  • Improvised training process to reduce the go-live period by 35% with the inclusion of more hands-on approach
  • Evaluated staff performance and provided coaching to address inefficiencies and promoted team members to the next role
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Generated reports detailing findings and recommendations.

Technical Support Executive

Dell International Services
01.2013 - 02.2014
  • Diagnosed and troubleshot hardware, software and network issues.
  • Delivered premium hardware and software support to US customers; met targets in AHT and CSAT.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Responded to customer inquiries and provided technical assistance over phone.

Technical Support Executive

HSBC Electronic Data Processing
03.2010 - 01.2013
  • Supported digital banking users with registration, payments, and escalations.
  • Deputized as acting Team Lead and built reporting trackers in Excel for leadership.

Education

Bachelor Of Science - Computer Science

Shobith University
Meerut
06.2013

Skills

  • Quality monitoring
  • New client onboarding
  • Process flow validations
  • Client relationships
  • Project planning
  • Customer satisfaction
  • Risk mitigation
  • Customer engagement
  • Resource allocation
  • Effective listening and communication
  • Operations support
  • Client relationship management

Certification

ITIL FOUNDATION

DIPLOMA IN LEADERSHIP & MANAGEMENT

Timeline

Manager of Operations

Mediamint
04.2024 - Current

Associate Manager

Mediamint
09.2021 - 03.2024

Team Leader

Sonetel Software Solutions
01.2019 - 09.2021

Associate Team Lead

Sonetel Software Solutions
01.2015 - 01.2019

Technical Support Executive

Dell International Services
01.2013 - 02.2014

Technical Support Executive

HSBC Electronic Data Processing
03.2010 - 01.2013

Bachelor Of Science - Computer Science

Shobith University

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Pradeep Prem Kumar Akula