Raghavender Godala

• Responsible for managing disruptions across Europe and North America ( Middle Mile Network ) along with Adhoc Program & people performance .
• Oversee team of 20 L3 ( senior associates ) direct reports , 1 lead & 1 individual contributor.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Developed systems and procedures to improve operational quality and team efficiency.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Analyzed and reported on key performance metrics to senior management.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and maintained relationships with internal stakeholders like planning team, ticketing team, frontline team, Carriers & Fulfillment centers for smooth operations.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

To monitor the Device and Digital ecosystem and detect customer impacting/emerging issues. Worked with tech teams to
mitigate customer impacting issues quickly and then drive the issue to resolution and prevent recurrence.

Key Responsibilities:

1. To identify any emerging issue and work closely with business, product and operations teams to
improve customer experience.
2. Presenting written recommendations and insights to key stakeholders.
3. Driving resolution and work with respective stake holders for root cause and corrective actions to mitigate an issue from happening in future.
4. To document an event and notify CS leadership teams to mitigate the impact and improve customer experience.

• Oversee team of 5 leads, 20 Subject matter experts, 100 New hires ( 20 direct reports ( New hires ) ) .
• Designed processes and systems supporting business needs before, during and after transitions.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Assisted in development of employee assessments to measure training value.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing overall performance to meet service levels.

• Responsible to meet service levels, monitor team performance , support & guide people on technical customer support on issues related to Kindle, Alexa , fire Tv & digital services.
• Oversee team of 20-25 L2 associates.
• Led employee relations through effective communication, coaching, training, and development.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Implemented training programs to maximise team member development and potential.
• Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Managed high levels of Chat/email inflow and responded to technical support needs.
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.