Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Domain expertise
Positive Attributes
Hobbies
Timeline
Generic

Rupa Sushmitha Itikala

Hyderabad

Summary

Seasoned professional with over 15 years of diverse experience excelling in managerial roles and passionate about operational excellence. Skilled in training, coaching, mentoring, quality leadership, and operations. Dedicated to making a positive impact on businesses and thriving on being career-focused, solution-driven, and optimistic.

Operations professional with solid background in managing and streamlining operational processes. Brings focus on collaborative team efforts and achieving measurable results while adapting to changing needs. Recognized for strong decision-making skills and reliability in high-pressure environments.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Assistant Manager – Operations

ADP Pvt. Ltd
02.2010 - 06.2025
  • Handling a 15 – member team of background researchers.
  • Managing the daily operations responsibilities of the business in a timely manner.
  • Driving daily team and BU calls.
  • Maintaining records of daily and monthly stats for the team
  • Conducting monthly performance discussions.
  • Performing quarterly performance appraisal for my direct reportees.
  • Grooming & mentoring aspiring people leaders, trainers, and coaches.
  • Provided product & process training to new joiners.
  • Devised a call quality and transaction quality audit form for associates to assess the quality of their work.
  • Worked closely with the US stakeholders in multiple transitions of additional tasks.
  • Actively engaged in hiring activities mostly interviews, for the team and organization.
  • Active participation in a couple of Org. level initiatives.
  • Roles & Responsibilities:

Quality Assurance/Call Coach

ADP Pvt. Ltd
01.2015 - 01.2020
  • Conducting 100% audit on process.
  • Handle client/BU escalations in-line with process quality.
  • Monitoring and auditing calls taken by the associates and provide timely feedback to help them get better on their call handling skills.
  • Conduct language trainings for new hires and refresher trainings to the associates to help them improve their call handling abilities.
  • Process mapping – involved in designing the SOPs for the team.
  • Disaggregation of process into 3 different teams to improve productivity and increase the efficiency.
  • MOMO – Make One Move One, used Kanban pull system to improve the quality and productivity of the team.
  • Roles & Responsibilities:

Senior Subject Matter Expert

ADP Pvt. Ltd
01.2014 - 01.2015
  • Worked closely with operations and was responsible for conduction process & product training to new hires.
  • Provide training to the associates on special handling clients and refresher trainings to the team whenever required.
  • Update and share PMS with the team monthly.
  • Attend daily, bi-weekly calls with business partners on production and quality metrics of the team.
  • Roles & Responsibilities:

Customer Service Representative

TBSS (TATA Business Support Services)
01.2008 - 01.2009
  • Worked as a Customer Service Representative in a voice process.

Education

B.Sc. -

Kakatiya University
01.2008

Intermediate - undefined

S.R. College
01.2005

S.S.C - undefined

Swami Vimochananada Memorial Central Public School (SVM)
01.2002

Skills

  • MS office
  • Siebel
  • Basics of Power BI
  • Basics of AWS Cloud Computing

Certification

  • CBQA – Certified BPO Quality Analyst
  • Basic FCRA certification from NACPBS

Accomplishments

  • Received Super Squad Quarterly award for overall exceptional performance and high engagement of the team.
  • Appreciation from Senior Leadership Team for seamless transition of additional functions to India.
  • Recognition for being able to cross train maximum no. of associates in less time.
  • Awarded with star of the month for 8 months as a call taking associate
  • Received Quality award of Honor for my contributions towards meeting the process procedures customized by clients.
  • Received several appreciations from business partners and senior leadership for supporting the team to achieve a C-SAT score of 98% which is the highest score so far across voice processes.
  • Showed efficiency gains of 12% displayed within 4months of function transitioned to India.
  • Delivered 1002 references as a QA auditor which is the highest across the sites.
  • Was part of Innovation Focus group, MEDHA to drive innovation, different activities across the organization.

Domain expertise

  • Background checks/verifications namely – Education, employment, personal and credential for US clients
  • Training – Process & Product and Call coach

Positive Attributes

  • Adaptability to any place and any environment.
  • Take new challenges with responsibility.
  • Good communication and presentation skills.
  • Easily trainable and willingness to learn.
  • Being approachable and motivate associates to improve performance

Hobbies

Singing

Dancing

Gardening

Binge Watch

Timeline

Quality Assurance/Call Coach

ADP Pvt. Ltd
01.2015 - 01.2020

Senior Subject Matter Expert

ADP Pvt. Ltd
01.2014 - 01.2015

Assistant Manager – Operations

ADP Pvt. Ltd
02.2010 - 06.2025

Customer Service Representative

TBSS (TATA Business Support Services)
01.2008 - 01.2009

Intermediate - undefined

S.R. College

S.S.C - undefined

Swami Vimochananada Memorial Central Public School (SVM)

B.Sc. -

Kakatiya University

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Rupa Sushmitha Itikala