Prudhvi Raj Nagalla
Hyderabad
Summary
Working at INFOSYS Ltd as a Senior Systems Engineer since September 2019.
Dynamic Service Delivery Specialist at Telstra with expertise in SLA management and stakeholder engagement. Proven track record in optimizing workflows and enhancing team performance. Adept at problem-solving and managing escalations, ensuring timely project deliverables. Skilled in order processing and procurement operations, consistently achieving KPIs and improving customer satisfaction.
Overview
5
5
years of professional experience
Work History
Service Delivery Specialist
Telstra
02.2023 - Current
- Team Lead/SME for GDC Terminations and Renewals.
- Worked closely with cross-functional teams to achieve project milestones and deliverables.
- Actively monitoring inflight handover reports, and working with team members to process the orders without breaching SLA, to achieve Key Performance Indicators (KPIs) and NPS.
- Handling escalations and resolving issues.
- Handling customer and sales requests.
- Worked on renewals and terminations of network services.
- Work in close coordination with Sales Managers and Customers on the renewal and termination of the services.
- Managing the end-to-end process of a renewal and termination request.
- Creating purchase orders for different suppliers across the globe to fulfill the customer requirements.
- Create orders for Devices and Subscription Services in SAP.
- Communicate and interact with different project managers internally regarding the requirements of the customer and creating purchase orders.
- Follow-up on pending items with Logistics / Supply chain team for order delivery status
- Offering resolutions for internal updating requests: credit/debit notes, reimbursements, etc.
- Coordinate (phone/emails) with service technicians, logistics teams, and sales to ensure the right delivery, installation, and confirmation to customers for the orders placed.
- Support queries from clients, stakeholders, internal teams, and vendors to avoid delays in the PO# process.
- Transmits POs to the supplier and expedites delivery when needed or requested.
- Handle queries received from business requestors, suppliers, procurement managers, and from accounts payable.
- PO Maintenance - PO confirmation, amendment, PO cancellation.
- Follow up with vendors and stakeholders for any changes and expectations, and follow the escalation matrix to resolve queries on time.
- Worked on tools like Salesforce, Phoenix, ServiceNow, CCMS, Salesforce P2A, and Sapphire.
- Identified areas for improvement in existing processes or procedures.
- Participated in project planning meetings as a subject matter expert.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked with cross-functional teams to achieve goals.
SME
Telstra
05.2022 - 02.2023
- Worked as an SME for a team of nine members.
- Scheduling and rescheduling work to resources.
- Ensure the details are correct so that the project deliverables will meet the needs of stakeholders.
- Applying access to the users regarding the department.
- Maintaining SLAs and working on process documents.
- Handling escalations and resolving issues by contacting stakeholders.
- Worked on the tasks that are related to robot exceptions.
- Worked on tools like LOLO NBN, NBN portal, LNPCIS, and WILMA.
- Organized client meetings to provide project updates.
- Identified areas of improvement in operational processes and procedures within SME.
- Provided training sessions for new employees at the SME.
WFM
Telstra
03.2020 - 05.2022
- Scheduling and rescheduling work to resources as a WFM.
- Checking inflight reports and Tableau reports.
- Generating a work summary report on a daily basis.
- As per the customer requirements, raising a request for installation or termination of new or existing services.
- Worked on order creation, modification, and cancellation.
- Worked in the NBN IP Provisioning team, where the products are CIP NBN, BIP NBN, and ADSL.
- Worked on the migration of copper services to fiber services using technologies like FTTP, FTTC, FTTB, and HFC.
- RASS order creation.
- Handled many escalations as a subject matter expert by contacting stakeholders.
- Report creation for project quality analysis.
- Worked in tools like AMDOCS, CNS-DI, MAXIM, NBN Portal, and RAPID Portal.
Education
Bachelor of Computer Applications -
Adikavi Nannaya University
Rajamahendravaram03-2019
MPC -
GEETAM JUNIOR COLLEGE
Rajamahendravaram05-2014
Secondary School -
NNT Public School
Rajamahendravarm05-2014
Skills
- Customer Relationship Management (CRM)
- Service Level Agreement (SLA) Management
- Supply Chain Management
- Customer service
- IT Service Management (ITSM)
- Order processing
- Purchase orders
- Procurement operations
- Excellent problem-solving abilities
- Knowledge of team dynamics
- Ability to motivate and inspire team members
- Supplier Management
- Stakeholder Management
- Workforce Management (WFM)
- Service delivery
- Network Fundamentals
- WAN Technologies
- LAN switching
- Routing protocols
- Workflow optimization
- Team building
- Order management
- Project management
- Escalation handling
- KPI reporting
- SLA adherence
- Incident management
Tools
Salesforce Phoenix
ServiceNow
SAP S/4HANA
CCMS
Amdocs
Veritas
Tableau
Personal Details
- Father's Name: Nagalla Krishnam Raju
- Date of Birth: 11-12-1998
- Languages known: Telugu, English, Hindi
- Nationality: Indian
Accomplishments
- TEI GDC FY24 Q2 Top Performer
- TEI GDC FY24 Q3 Top Performer (Team award)
- TEI GDC FY25 Q2 Top Performer
Declaration
- I hereby declare that the information furnished above is true to the best of my knowledge
Timeline
Service Delivery Specialist
Telstra
02.2023 - Current
SME
Telstra
05.2022 - 02.2023
WFM
Telstra
03.2020 - 05.2022
Bachelor of Computer Applications -
Adikavi Nannaya University
MPC -
GEETAM JUNIOR COLLEGE
Secondary School -
NNT Public School
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