Sai Dwija Navuluri

• Coordinated client engagements, ensuring on-time service delivery and satisfaction.
• Connected with clients and developed strategies to achieve sales and customer service goals.
• Streamlined daily operations, improving team efficiency and optimizing workflow.
• Implemented process improvements to reduce waste and increase workflow effectiveness.
• Developed training materials for new hires to enhance onboarding experience.
• Led team meetings to discuss project progress and align goals.
• Collaborated with cross-functional teams to align operational strategies with company objectives.

• Managed end-to-end CyberArk operations for a team of 35+ engineers supporting PAM, PSM, PVWA, EPM, Digital Vault, and Identity Operations across multiple client environments.

• Led daily operational governance, resource planning, and delivery management while ensuring adherence to client SLAs, KPIs, audit requirements, and security compliance standards.

• Drove process improvement initiatives that streamlined incident handling, reduced operational escalations, and improved turnaround times across privileged access management workflows.

• Worked closely with leadership and client stakeholders on budgeting, capacity planning, hiring strategy, and operational forecasting to support business growth and delivery stability.

• Built and tracked operational dashboards using data analytics to monitor team performance, ticket trends, utilization, SLA adherence, and service efficiency metrics.

• Spearheaded recruitment, onboarding, and mentoring initiatives for CyberArk support and operations teams, improving team readiness and reducing ramp-up time for new hires.

• Collaborated with cross-functional infrastructure, security, and IAM teams to improve privileged access governance and strengthen operational resilience.

• Introduced performance review frameworks and knowledge-sharing practices that improved team productivity, accountability, and service quality.

• Played a key role in transition and stabilization activities for new accounts, ensuring smooth knowledge transfer and operational readiness.

• Handle the team of 35-40 analysts with training, nesting, and mentoring.
• Provide Performance & Quality Coaching sessions to analysts and help them improve metrics.
• We audit the calls of analysts and make sure their quality reflects to business standards.
• Monitored staff daily to ensure consistent phone coverage.
• Coordinate with other support groups to ensure Contact Center staff has needed services.
• Coordinate with the Contact Center team's role in firm Disaster recovery role that includes all the US offices with monthly emergency drill.
• Conducted behavioral interviews to assess candidate fit.
• Assisted in scheduling roster management for SLA MGY.

• Led First Call Resolution project to identify root causes of scores and develop strategies for improvement.
• Initiated pre-training programs for the launch of Deloitte Israel firm.
• Trained more than 100 new hires under Technology and assisted them through production.
• Conducted mentorship sessions for over 15 batches of new hires to enhance their onboarding experience.
• Audited the interactions and coached analyst from production.
• Initiated weekly and monthly roundoff LOB drafts for the management.
• Contributed to creation of multiple knowledge articles for Deloitte US and Canada firms, enhancing resource accessibility.
• Provided mentorship for Global Contact Center Discovery Automation project.

• Managed multiple process tools, resolved customer issues with effective solutions.
• Created cases and scheduled technician visits for customers using support tools.
• Reported and resolved technical issues during support sessions.

• Managed scheduling changes to optimize daily resource coverage.
• Communicated with management and operations team to uphold compliance with company standards.
• Technical Support: Report and solve any technical issues during the session.