Praveen Patnaik
Service Delivery Ops Lead Manager @Accenture For Google Ads - Digital Inside Sales
Hyderabad
Summary
- Highly competent and dynamic professional with around 15 years of experience in Tourism/IT Sales/Google Ads/ BPO Industry, with proven track record in Operations, Sales, Supplier Support, Collections, Business Development, Account Management and Customer Service.
- Proven competence in handling teams of size 120+ which included 10 team leads. Championed in managing Operation team, Sales team, collections process, and providing excellent customer experience.
- Dedicated Operations Manager and effective leader which excels at proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity.
- Currently associated with Accenture as Service Delivery Ops Lead Manager taking care of the APAC Google Ads - Digital Inside Sales
- At Cognizant as Service Delivery Manager handed Global Service Desk Tech & Non Tech Teams, which supports the technical issues for the Global Google Ads sellers
- At Regalix India Pvt Ltd as Manager-Operations handled Google Ads sales for AUNZ & US Market
- At Expedia Inc as Manager for Supplier Support & Centralized Acct. Management heading APAC Expedia Local Expert, handling global teams spread across EMEA & APAC.
- At Sellbytel Group Malaysia, as Sales Team Leader, handled a team of ISR's supporting sales for 3 countries (India, Malaysia & Vietnam).
Overview
17
17
years of professional experience
3
3
Certifications
1
1
Language
Work History
Service Delivery Leader - Operations & Sales (AVP)
Accenture
11.2022 - Current
- Setup the Google Ads - Digital Inside Sales Team from the scratch to consistently attain 105%+ QOQ
- Regularly reviewed team performance metrics and conducted gap analysis to identify areas for improvement, coaching opportunities, or training needs.
- Optimized resource allocation across multiple projects to maximize productivity while minimizing costs.
- Facilitated knowledge sharing sessions among team members to leverage their collective expertise in driving better service outcomes for clients.
- Improved team performance by providing coaching, feedback, and setting clear expectations for service delivery goals.
- Enhanced service delivery efficiency by implementing process improvements and streamlining workflows.
- Reduced client complaints by proactively identifying potential issues and addressing them promptly.
- Introduced cost control measures that resulted in significant savings without compromising quality or negatively impacting client relationships.
- Successfully turned around underperforming accounts through proactive engagement, targeted action plans, and rigorous follow-up on deliverables.
Service Delivery Manager
Cognizant
04.2022 - 11.2022
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Implemented and supported the client Google at client site.
- Supervised operations of 24-hour customer service desk staffed by 120+ team members.
- Managed third-party contracts to drive delivery of required services.
Manager-Operations
Regalix India Pvt Ltd
08.2019 - 04.2022
- Collaborated directly with external clients (Google) and internal stakeholders across SMB, UMM and Agency portfolio to ensure the sales goals were being expressed and met QoQ
- Initiated several process improvement actionable strategies to improve the productivity/delivery capability
- Piloted Google Activator Team to generate $1.2Mn in its first quarter, Managed & trained team with portfolio of $61Mn growing at 9% Q/Q
- Goal setting, review and appraisal process of team leaders. Track and report on all issues pertaining to the operation, escalating and closing off all risks.
- Discover training needs and provide coaching and guide the team through career defining opportunities.
- Conducted Weekly,Monthly & Quarterly business reviews with Clients & Stakeholders to understand & identify business growth opportunities
Manager, Supplier Support & Centralized Account Management (APAC)
Expedia Inc Malaysia
05.2016 - 04.2019
- Manage a Supplier Support team which resolves end to end queries of suppliers starting from General enquiry, Technical issues, Promotions & offers, Finance, Rates, Refunds, etc. globally.
- Built the CAM(Centralized Account Management/Sales) team from the scratch which takes care of acquisition and account management. Maximized driver time and efficiency by revamping delivery schedules and workloads.
- Lead, coach, mentor and empower direct reports based out in different regions like Europe, US & APAC to meet the operational goals and optimize procedures to reduce cost.
- Assist in the development of operational policies and procedures. Responsible to resolve audit & statutory compliance issue on timely basis.
Inside Sales Team Lead
Sellbytel Group Malaysia
12.2014 - 07.2015
- Handle a sales team which supports sales of Microsoft products for 3 countries (India, Malaysia & Vietnam).
- Developed and trained a sales team accountable for securing and maintaining new business. Managed a team of 10-13 people, managed the complete End to End performance of the team.
- Manage various reports for the both the Clients and Management. Prepare training modules and help the team to learn the latest technology.
- Monitor live and recorded calls of the agents & provide them feedback to improve the process flow. Conduct Pipeline reviews with the team to broadcast the revenue generation.
- Analyzed forecasting and budgeting procedures to accurately manage revenue and profitability. Conduct Interviews for hiring candidates for different project.
Inside Sales Account Manager (EMEA Medium Business)
Dell Internationals
09.2010 - 09.2014
- Handled component level customization and manage sales of Desktops, Notebooks, Servers, Storage, Peripherals and Software, based on the needs of the customers
- Coordinate campaigns of different vendors like Microsoft, Intel, AMD, VMware and McAfee. Extend support to all MB / SB clients, along with right network solution as per their requirements. Qualify opportunities by analyzing customer needs, budgets, timeframe, etc.
- Build and maintain long term customer relations and customer satisfaction for business excellence. Handle and close large opportunity sales with medium business customers.
- Collaborate with the Manager to organize and conduct training sessions for the team on a weekly / monthly basis.
CMS Administrator
Genpact
07.2007 - 09.2010
- Analyze the whole collection process and handle various activities like resource allocation to different teams, run different types of queries such as BOD (Beginning Of Day), EOD (End Of Day), prepare Dashboards and submit it to the Process Owners. Impart training to the resources on the process flow
- I was part of a Penske Research Team, handling the invoices which are not being solved by the Collection team. Address and resolve the problems faced by the team members.
- Responsible for AES (Associate Evaluation System) standardization. Underwent training on Customer Centricity, Customer Visibility, Customer Service, and Team Handling.
Skills
Strategic Planning, Cost Reduction and Containment
Customer Service Management
Procedure Development/Improvements
Global and Strategic Sourcing
Sales, Account Management, Relationship Management, Acquisition, Google Ads Optimization
Team Management
Training & Development
Certification
B Com - Berhampur University, India
Major Achievements
- Joined Expedia as Supervisor Supplier Support and got promoted within 15months to Operation Manager because of high performance level, Commitment & dedication at work.
- Built cohesive and efficient teams from ground up to fully functioning teams with minimal supervision.
- Managed large accounts, Sales Teams and over achieved the target.
- Generated the highest revenue across EMEA SB OB in Q2 FY 2012.
Timeline
Service Delivery Leader - Operations & Sales (AVP)
Accenture
11.2022 - Current
Service Delivery Manager
Cognizant
04.2022 - 11.2022
Manager-Operations
Regalix India Pvt Ltd
08.2019 - 04.2022
Manager, Supplier Support & Centralized Account Management (APAC)
Expedia Inc Malaysia
05.2016 - 04.2019
Inside Sales Team Lead
Sellbytel Group Malaysia
12.2014 - 07.2015
Inside Sales Account Manager (EMEA Medium Business)
Dell Internationals
09.2010 - 09.2014
CMS Administrator
Genpact
07.2007 - 09.2010