Raghavendra Reddy

Analytical Professional with expertise in problem-solving and process implementation. Developed and implemented Contact Centre strategies to enhance client experiences and drive team performance. Focused on delivering innovative solutions and fostering effective communication within diverse teams to achieve business objectives.

• Date of Birth: 06/10/88
• Nationality: Indian

• Hindi
• Telugu
• Marathi

• ADP India Private Ltd, 08/11/11, 09/12/22, Sr. Subject Matter Expert, Managed a team of 19 along with my Deputy Manager, split between shifts (Morning & Night) located in Pune and Hyderabad., Involved in platform & product development activities to review roadmap and accommodate critical defects/enhancements., Maintain SLA for various types for both clients and Internal escalation/movements., Interact with clients via email, phone and/or Siebel CRM., Incident and Service Requests management for all Production clients., Work with Client Success & Implementation for seamless client transitioning and Onboarding post successful migration and implementation., Review incoming Service Requests from Clients and On-Shore Team to identify pattern for potential issues and act upon proactively within SLA of 24hrs., Hire and train new hires on Product, Platform and Support Processes., Act as Escalation POC for client and internal stake holders., Conduct Weekly/Monthly calls with high profile/escalated clients to identify and fix product/process pain points and turn them into referenceable clients., Conduct Quarterly reviews both individually and for the team., Mentoring and guiding the team on best practices., Create, reviewing and maintaining knowledge articles on Confluence., Successfully implemented multiple processes for effective triage and ticket escalations., Have knowledge sharing sessions within the team make sure the team is aware of all latest updates., Been actively participating in daily calls with different parts of the business (Implementation, Payroll, R&D) to understand the top issues and prioritizing them., Top Performer for every month for 2012 & 2013 Years for all months, Got 5/5 annual ratings for two consecutive years., Started a back-up team in HYD location with 04 associates and now the strength is 19., Constructed roles and responsibilities for Client Support team as a Sr. SME., Setup client facing teams dedicated for production clients in Pune and Hyderabad., Recognized and awarded in Stellar Awards.
• Infosys India Private Ltd, 12/28/08, 08/08/11, Sr. Process Associate, As new hire I started my Carrier with Infosys., Within less span of time gained whole process knowledge., Become the whole responsibilities for night Shift where my TL used to handle day shift progress.