Raj Kiran Gollapalli
Assistant Manager
Hyderabad,TG
Summary
As a Support Functions Assistant Manager, I am responsible for leading a team of subject matter experts (SMEs), Tier2s, and Tier3s to drive performance and enhance their skills. On a global scale, I oversee the resolution of technical bugs and provide consultations to stakeholders. Additionally, I plan and implement new product launches and work closely with product support managers to provide product insights that drive innovation and process improvement.
Overview
11
11
years of professional experience
Work History
Support Functions Assistant Manager
Accenture India Private Limited
10.2015 - Current
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Customer Service Representative
Tech Mahindra Pvt Ltd
08.2013 - 09.2015
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Education
Bachelor of Science - Computer Science
B V Raju Institute of Technology
Narsapur 04.2001 -
Skills
Employee Scheduling
Product and service knowledge
Operations Management
Employee Performance Evaluations
Project Management
Customer Relations
Accomplishments
- Supervised team of 53 staff members
- Cross Geography Management with members from IN and US
- Documented and resolved process gaps which led to process enhancements
Timeline
Support Functions Assistant Manager
Accenture India Private Limited
10.2015 - Current
Customer Service Representative
Tech Mahindra Pvt Ltd
08.2013 - 09.2015
Bachelor of Science - Computer Science
B V Raju Institute of Technology
04.2001 -