RAMANA AKULA
Associate Manager
Bangalore,Karnataka
Summary
Extensive experience of over 14.5 years in the IT industry, specializing in Client Relationship Management, Account Management and Service Delivery Management.Proficient in managing complex IT projects and delivering operational leadership to drive results, skilled in process optimization, project management, and revenue growth, with a strong understanding of customer needs and the ability to provide customized solutions·
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Operations Associate Manager
E2open
Bangalore, Karnataka
06.2020 - 05.2023
- Designed and developed dashboards and reporting tools, corresponded with stakeholders, and used data visualization techniques to present complex data sets
- Provided thought leadership in operations, cost optimizations, and efficiency improvement
- Monitored employee development programs, managed SLAs, and maintained up-to- date knowledge of product and service changes
- Guided and trained team members on best practices and collaborated with sales to stay current on inventory levels
- Skilled at working independently and collaboratively in a team environment.
- Responsible and accountable for operations management and strategic development to Service delivery center strategy
- Managed 5 cross-functional projects of medium to high complexity in the current role
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Delivered technical support for troubleshooting analytics and reporting issues
- Enhanced relationships with key stakeholders and acted as a trusted advisor,
- Prepared direct reports, identified process issues, and delivered committed services in a timely and efficient manner
- Defined service standards and guidelines, governance structure that served as benchmark for excellent service delivery for multiple global clients by leading teams of Delivery Managers
Client Service Lead
E2open
Bangalore, Karnataka
02.2013 - 05.2020
- Supervised operations team to support operational excellence and excellent customer service.
- Led complete portfolio of projects including budgeting, planning, vendor selection and execution
- Headed and mentored a team of Senior Analysts & Analysts, provided mentorship and guidance to ensure quality deliverables and timely project completion which contributed to improve team performance and client satisfaction
- Front-led service operations including KPIs, SLA Management, Volumes Management, Headcount & Forecasting
- Spearheaded operations management functions and strategic development for the service delivery center
- Designed and developed dashboards and reporting tools, corresponded with stakeholders, and used data visualization techniques to present complex data sets
- Provided thought leadership in operations, cost optimizations, and efficiency improvement
- Monitored employee development programs, managed SLAs, and maintained up-to-date knowledge of product and service changes
- Developed systems and procedures to improve operational quality and team efficiency.
- Communicated with customers to assess satisfaction with products and services received.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
Senior Analyst
Zyme
Bangalore, Karnataka
02.2010 - 01.2013
- Identified and resolved problems through root cause analysis and research.
- Aided the Global and Regional Process Owner in identifying and planning improvement projects
- Delivered root cause analysis and problem resolution, prepared ad-hoc reports, corresponded with stakeholders, managed customer interactions, and ensured business objectives are met
- Built awareness and acted as an escalation point for problem resolution, and supported operations through data transformation and analysis
- Worked towards Sales and Inventory data consolidation, reconciliation, end-customer information, compliance reports, data management services, and demand forecasting
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
Business Analyst
Zyme
Bangalore, Karnataka
02.2007 - 01.2010
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Performed gap analysis to identify areas of improvement.
- Collaborated with stakeholders to define project objectives and criteria.
- Collected and enriched data from global channel partners, validated self-reported partner data, maintained master data for end-customers, developed compliance reports, and analyzed client point of sale and inventory information
- Evaluated patterns and trends in large data sets and provided accurate actionable insights, generated custom reports to analyze business performance
- Provided weekly scenarios to extrapolate channel sell-through and sell-in into the current and next quarters
Skills
- Operational Excellence
- Key Account Management
- Service Delivery Management
- Project Management
- Customer success and Support
- Client Relationship Management
- Process and People Management
- Business Development
Accomplishments
- Implemented process optimization and automation strategies, reducing manual effort by 30% and saving annually
- Generated consistently annual revenue of $12 million through effective account management and revenue growth strategies
- Generated additional revenue of $3 million on an annual basis with upsell and cross sell revenue growth strategies in the current role
- Successfully on-boarded 500 partners, resulting in additional revenue of $1000 per partner
- Supervised team of 20+ staff members.
- Front-led service operations including KPIs, SLA Management, Volumes
Education
Master of Science - Computer Applications
Intel Institute of Sciences
Anantapur 06.2002 - 07.2005
Certification
ITIL 4 Foundation
Timeline
Operations Associate Manager
E2open
06.2020 - 05.2023
Client Service Lead
E2open
02.2013 - 05.2020
Senior Analyst
Zyme
02.2010 - 01.2013
Business Analyst
Zyme
02.2007 - 01.2010
Master of Science - Computer Applications
Intel Institute of Sciences
06.2002 - 07.2005
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