Pratyusha Erravada
Hyderabad
Summary
I am a seasoned operations management professional with a strong skill set well-suited for leadership roles. As a Team Lead, I have consistently driven optimal team performance and delivered successful results. I am now eager to contribute to a Senior Team Lead or Assistant Manager position, where I can leverage my leadership capabilities, promote performance excellence, and continue advancing my professional growth.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Manager of Operations
Genpact
Hyderabad
04.2023 - 01.2025
- I contributed to the Meta project for Whatsapp within Trust & Safety domain.
- My team and I assisted customers with their queries, ensuring timely and effective support
- I consistently achieved team quality for nine consecutive months, improving performance by 10% compared to previous periods
- Additionally, I successfully motivated associates to close tasks within the defined turnaround time (TAT) and maintained the targeted AHT, contributing to overall operational efficiency
Ops Lead
Cognizant
Hyderabad
10.2021 - 02.2023
- I worked on the Waymo project under the Google client, managing a team of 25 associates and overseeing their performance against key performance indicators (KPIs)
- I consistently maintained high team performance, surpassing monthly targets
- A key aspect of this self-driving car labeling project was ensuring adherence to the targeted average handling time (AHT)
- By focusing on these critical metrics, I contributed to the success of this innovative initiative developed in the U.S
Operations Team Leader
Wipro
Hyderabad
04.2018 - 10.2021
- I began my career at Wipro as a Senior Associate for the Vnext project, which is part of content moderation.
- After 13 months, I was promoted to the role of Quality Analyst within the same project.
- At the 20-month mark, I was further promoted to Team Lead for the AdWords project, also within content moderation, after successfully passing the FLM test and interview.
Customer Service Representative
Hinduja Global Solutions
Hyderabad
08.2016 - 03.2018
- Provided prompt and courteous service to customers via phone and email.
- Resolved customer complaints in a timely manner while maintaining a professional attitude.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
Education
Bachelor of Science - Computer Science
Omega Degree College
Hyderabad 04.2013 - 03.2016
Skills
- Attrition & Shrinkage control
- Process Improvement
- Compliance understanding
- Escalation management
- Customer Relationship Management (CRM)
- Incentive Planning
- Employee Performance Evaluations
- Recruiting and interviewing
- Appraisals and weekly 1-on-1
- EWS (Early Warning System)
- Coaching and Mentoring
- Day-to-Day Performance Reports
- WBR & MBR Slides Preparation
- Capacity Planning & Roaster preparation
- Attrition & Shrinkage control
Websites
Accomplishments
- Recognized as the 'Best Employee' during my first role.
- Awarded 'Best Team Leader of 2020' for achieving high team productivity targets.
- Received the 'Best Team Award' and 'Recognition and Reward' (RNR) for my consistent performance.
Timeline
Assistant Manager of Operations
Genpact
04.2023 - 01.2025
Ops Lead
Cognizant
10.2021 - 02.2023
Operations Team Leader
Wipro
04.2018 - 10.2021
Customer Service Representative
Hinduja Global Solutions
08.2016 - 03.2018
Bachelor of Science - Computer Science
Omega Degree College
04.2013 - 03.2016
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