Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
Certification
Websites
Timeline
Generic

Pratapa Sri Rama Aditya Sarma

Hyderabad

Summary

Professional Profile:

Seasoned leader with a proven record in technology transformation, operations management, and customer service. Demonstrated ability in driving innovation through the development of ground-breaking applications and the implementation of strategic initiatives. Skilled in fostering a collaborative environment, managing complex projects, and building robust stakeholder relationships. Known for proactively addressing real-time issues, contributing to process improvements, and reducing operational costs.

Key Areas of Expertise:

  • Innovation & Technology Transformation: Led the development of innovative applications, including Magnet and Merge, streamlining operations and enhancing efficiencies. Spearheaded technology transformation in large-scale, complex programs.
  • Operational & Team Management: Excelled in on-site people management, fostering collaboration, and creating a positive work atmosphere. Implemented a vendor management system, resulting in significant cost reduction and efficiency improvement.
  • Project Management & Delivery: Directed end-to-end program delivery, ensuring timeliness and quality of deliverables. Managed project KPIs, resources, and staff requirements to maintain project targets.
  • Stakeholder & Client Relationship Management: Built and maintained robust relationships with internal stakeholders and clients, ensuring smooth information flow, issue resolution, and contract terms fulfillment.
  • Strategic Implementation & Cost Optimization: Focused on strategic implementation for cost optimization, productivity enhancement, and revenue enhancement through customer application utilization.

Significant Achievements:

  • Reduced operational costs by 18% and improved overall efficiency by 16% through the implementation of a vendor management system.
  • Led the development and implementation of innovative applications, resulting in a 7% reduction in operational costs and an 11% increase in operational efficiency.
  • Enhanced service process efficiency by reducing customer waiting time by 5%.
  • Received training in Six Sigma and Lean Six Sigma methodologies, enhancing project management and problem-solving skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Sr. Business Program Specialist

Deloitte
Hyderabad
10.2021 - Current

Current Role & Responsibilities:

As a proactive leader, I am directing the development and implementation of innovative applications, namely Magnet and Merge. These applications are designed to streamline office space reservation and enhance operational efficiency, in line with our strategic goals.

People Management & Team Collaboration:

I am actively involved in on-site people management, fostering collaboration within the team and creating an environment conducive to effective teamwork. By maintaining a positive work atmosphere, I am able to encourage innovation and high performance among team members.

Program Direction & Technology Transformation:

I am handling large-scale, complex programs with a keen focus on technology transformation. My role involves verifying project/program progress, identifying and resolving outstanding issues, and ensuring the quality and timeliness of deliverables.

Project Analysis & Coordination:

I am adept at defining standard practices and preparing weekly and monthly progress analyses using earned value methods. I generate various reports, review changes, variation orders, and contractors' claims and billings. By coordinating for project KPIs, I am able to make tactical decisions to allocate resources and assign staff requirements to keep the project on target.

Stakeholder Relationship Management:

I build and maintain strong relationships with internal stakeholders, facilitating smooth information flow and swift issue resolution. Additionally, I foster positive relationships with customers by acting as a primary point of contact and assisting them in implementing services and planning projects effectively.

End-to-End Delivery & Contract Management:

I direct end-to-end delivery of the program, meeting internal and external objectives pertaining to estimation, risk, scope, time, resource, quality, change management, contract variations, and additional services.

Strategic Implementation & Cost Optimization:

I am involved in strategic implementation, focusing on cost optimization and productivity enhancement through technology. I aim for revenue enhancement by utilizing customer applications and lead innovation through various technologies to generate greater client value.

Key Achievements:

One of my notable achievements includes the implementation of a vendor management system. This system led to an 18% reduction in operational costs and a 16% increase in overall operational efficiency, ensuring adherence to Service Level Agreements (SLAs) and fostering collaboration within the team. I also spearheaded the development and implementation of innovative applications, such as Magnet and Merge, resulting in significant improvements in operational processes.

Business Program Analyst

Deloitte
Hyderabad
04.2019 - 10.2021

Real-Time Issue Management:

I proactively address and resolve real-time support tickets and escalations, demonstrating my commitment to providing immediate and effective solutions to associates assisting Amazon sellers with account performance.

Multi-Vertical Proficiency:

My expertise extends across multiple internal verticals, including product quality, infringement, VAT, and KYC. This comprehensive knowledge base enables efficient collaboration with specialized teams and contributes to streamlining operations.

Gap Analysis & Solution Development:

I am skilled at identifying and communicating gaps in processes to internal teams. Working in a collaborative manner, I help to bridge these gaps, thereby enhancing the overall seller experience and boosting operational efficiency.

Six Sigma Training & Project Execution:

I have undergone rigorous training in Six Sigma methodologies, Lean Six Sigma, and Root Cause Analysis. Leveraging this knowledge, I have successfully structured and executed Project Charters, thereby driving process improvements and operational excellence.

Key Achievement:

A key highlight of my tenure includes proactive resolution of advanced technical issues, which contributed to a significant 62% increase in customer satisfaction. This achievement demonstrates my high level of ownership in issue resolution and my commitment to delivering exceptional customer service.

Senior Customer Support Executive

Amazon
Hyderabad
07.2017 - 04.2019

Role Summary:

In my leadership role, I've exemplified dedication and teamwork, assisted customers, and fostered trust in Amazon. My responsibilities included report submission, target monitoring, and coordination with Amazon fulfillment center.

Key Responsibilities:

Achievements:

  • Initiated the implementation of an OTP delivery system to curb fraudulent activities and improve customer experience.
  • Enhanced service process efficiency by reducing customer waiting time by 5%.

Education

Bachelor of Science - Computer Science

Mallareddy Institute of Engineering And Technology
Hyderabad
06-2017

Skills

  • Performance Assessments
  • Group and individual instruction
  • Skill Development
  • Promotional planning
  • Eligibility Determination
  • Standard Operating Procedures
  • Report Generation
  • Vendor Management
  • Human resources understanding
  • Staff Development
  • Program Optimization
  • Needs analysis
  • Resource Management
  • Campaign Development
  • Market research proficiency
  • Process Improvements
  • Strategic Planning
  • Expense Tracking
  • Financial Administration
  • Staff Evaluation
  • Program Management
  • Project Management
  • Facility Management
  • Pipeline Maintenance
  • Office Administration
  • Project Coordination

Affiliations

  • "I am an avid football enthusiast, with a deep-rooted passion for the sport that fuels my competitive spirit and team-focused mindset. In addition, I am a devoted gamer, finding joy in the immersive narratives and strategic complexities that video games offer, further stimulating my problem-solving abilities and quick decision-making skills."

Languages

Telugu
First Language
Hindi
Advanced (C1)
C1
English
Proficient (C2)
C2

Accomplishments

Current Role:

As a dynamic team leader, I'm currently steering a 250-member team towards enhanced process efficiency, managing an impressive business portfolio worth $1.3 million.

Project Management and Governance:

I bring to the table extensive project management and governance experience. My proficiency lies in visualizing the big picture, conceptualizing, developing, and implementing solutions, and partnering closely with business leaders and stakeholders to drive efficiency and effectiveness.

Operational Excellence & P&L Management:

As a strategic P&L driver and revenue accelerator, I've driven the operations for the organization, employing a pragmatic approach that has significantly boosted profits. I've set delivery standards for various operational areas, implemented quality systems & procedures, and adhered to the SLA and business services, thus ensuring a high-quality experience.

Technical Expertise:

I am proficient in executing Application Deployment, Maintenance, Minor Enhancements, Incident & Change Management, and Problem Management.

Strategic Initiatives:

I've directed strategic delivery projects and initiatives which included the re-engineering of business service processes. I've influenced operational issues across the organization and evolved the delivery process.

Awards & Recognition:

I'm a recipient of the esteemed "Yoda Award" at Amazon, recognized as the top creative thinker for my distinct and innovative contributions. I've also been honored with a recognition award, totaling approximately INR 1.2 lakh, for the concept of an AR map that utilizes the Magnet app to envision an office view within the phone.

Customer Experience & Satisfaction:

I've consistently delivered a high-quality customer experience, elevating customer satisfaction while adhering to SLAs and work processes.

Strategic Vision & Innovation:

I've proven capabilities in engaging with clients & top management to evolve a strategic vision, drive change, build product/services roadmaps, infuse new ideas, implement emerging technologies, and take enterprise system performance & productivity to the next level.

Stakeholder Relationships & Team Leadership:

I have a proven track record of establishing cordial relationships with stakeholders, technical teams, and vendors for successfully executing concurrent projects. As a key people leader, I've successfully led and motivated my team towards growth and success in the organization. I've created a clear and compelling view of the future through coaching and execution, and extensively coordinated with multicultural and global teams for smooth functions.

Certification

  • I am currently in the process of obtaining my Project Management Professional (PMP) certification and anticipate completing it by the end of May.
  • I am currently undergoing training for SaFeAgile certification

Timeline

Sr. Business Program Specialist

Deloitte
10.2021 - Current

Business Program Analyst

Deloitte
04.2019 - 10.2021

Senior Customer Support Executive

Amazon
07.2017 - 04.2019

Bachelor of Science - Computer Science

Mallareddy Institute of Engineering And Technology

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Pratapa Sri Rama Aditya Sarma