SAI LAKSHMI NARASIMHA VARMA CHIRANJEEVI

Performance Monitoring and Reporting.

• Supervise a team of 1,500 associates for Teleperformance and Startek at partner locations (Orders and Logistics).
• Plan and manage shift schedules.
• Monitor team performance and productivity.
• Provide guidance, training, and support to new and existing team members.
• Conduct regular team meetings to discuss performance, challenges, and goals.
• Ensure daily operations are executed smoothly and efficiently.
• Monitor and control operational metrics, like order fulfillment rates, delivery timelines, pick-pack-ship efficiency, etc.
• Implement process improvements to increase efficiency and reduce costs.
• Coordinate with cross-functional teams (warehouse, logistics, inventory, Seller Onboarding, etc.).
• Track and report daily, weekly, and monthly KPIs, AHT, CSAT, FTR, etc.
• Analyze operational data to identify bottlenecks or improvement areas.
• Prepare performance dashboards for higher management.
• Ensure adherence to SLAs (Service Level Agreements).
• Ensure compliance with Flipkart's standard operating procedures (SOPs).
• Promote and enforce safety standards in the workplace, especially in warehouses or logistics hubs.
• Conduct audits to maintain quality and compliance.
• Coordinate with delivery partners, logistics providers, and third-party vendors as needed.
• Resolve issues related to delayed, missed orders, or escalations.
• Work closely with the customer service team to address operational complaints.
• Forecast manpower and resource requirements.
• Optimize resource allocation based on order volume, or shift timings.
• Coordinate for asset and equipment maintenance (if in a warehouse or delivery hub).

• Process Innovation and Optimization:

Spearheaded the design and implementation of.

Standardized CX processes across all touchpoints.

Leveraging BPM, LSS, Design Thinking, GenAI, etc.

These initiatives resulted in a consistent 1%.

Quarterly increase in CSAT, 5% reduction in AHT.

and a 1% decrease in customer interactions.

Through improved BOT efficacy and enhanced.

Product self-sufficiency.

• Change Management: Established a.

Comprehensive change management framework.

(Leveraging ADKAR methodology) and.

Implemented a weekly sprint methodology to.

Streamline, prioritize, and execute change.

Initiatives aligned with product launches.

Process/policy changes, resulting in a 30% faster.

Adoption rate for key process changes. Ensured

on-ground coverage and adherence through.

Targeted drives. For product changes, I drove GTM.

Readiness, meticulously tracked, impacts each.

Stage, and provided actionable feedback for.

Product and policy adjustments to optimize.

results.

• AI-Driven Optimization: Spearheaded AI.

Initiatives to significantly enhance agents and bots.

performance. Designed and implemented logic.

And policy flows to improve BOT resolution.

Capabilities, improving 5% efficacy in M1 with.

Roadmap to achieve a 15% increase by 2026.

Simultaneously, I drove the development of an.

AI-powered agent co-pilot, providing agents with.

Comprehensive information for faster and.

Effective query resolution. The holistic AI.

The integration approach aimed to streamline agents.

Workflows, optimize chatbot interactions through.

NLP and ML enhance overall customer support.

efficiency.

• PMO Leadership and Project Delivery: Established.

and directed the PMO, ensuring effective.

Governance and 10+ quarterly project deliveries.

Impacting key L0 metrics, fostering a culture of.

Continuous improvement. Designed the LSS.

Training for the team to improve the project.

Management skills.

• Vendor Management: Implemented a multi-

Voting vendor onboarding process and a robust.

Performance management system (WBR/MBR,

Penalty reviews that achieved a 1% MoM metric.

Improvement per vendor. Utilized ROI-driven.

Demand shaping and exploratory data analysis.

To strategically optimize headcount with.

High-performing vendors, and inform the contract.

Renewals based on performance metrics.

• Content Strategy and Knowledge Management:

Directed the development and maintenance of.

The Knowledge Hub and Decision Trees, ensuring.

Agent adherence to SOPs and efficient customer service.

communication. Led the creation of the agent.

Facing canned responses for live chat.

Managed LMS training modules, including timely.

NHT completion and evaluations. Also oversaw.

The development of internal Change Data (CD).

communications

• Organized material and completed writing assignments according to established standards for order, clarity, conciseness, style, and terminology.
• Edited, standardized, or modified materials prepared by other writers or establishment personnel.
• Selected visual elements (photographs, drawings, sketches, diagrams, and charts) to illustrate materials.
• Interviewed production and engineering personnel, and conducted research to understand product technologies and production methods.
• Developed and maintained online help documentation.
• Assisted in the layout and design for publications.
• Studied drawings, specifications, mockups, and product samples to integrate and delineate technology, operating procedures, and production sequences.
• Arranged for typing, duplication, and distribution of materials.
• Observed production, developmental, and experimental activities to determine operating procedures and details.
• Reviewed manufacturers' and trade catalogs, drawings, and other data related to equipment operation, maintenance, and service.