Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Hobbies
Hobbies
CustomerServiceRepresentative
Sai Krishna Teja Gumma

Sai Krishna Teja Gumma

Program Manager
Hyderabad,India

Summary

Encouraging manager with demonstrated success in Project Management, Training Management, Quality Management, L and D Management. Experienced trainer, broad strategic thinker, analytical problem-solver and communication facilitator with solid business acumen and understanding of ITES/BPO/KPO settings, business process analysis, design and optimization. Proven skills in overseeing, inspiring and coaching associates to accomplish challenging targets in fast-paced environments. Fluent in English, Telugu and Hindi

Overview

9
9
years of professional experience
7
7
years of post-secondary education
4
4
Certificates
3
3
Languages

Work History

Program Manager

Turito Inc
Hyderabad, Telangana
08.2022 - Current
  • Provided program management expertise in lean strategies and agile methods, practices and execution.
  • Partnered with Engineering and IT leadership to identify and spearheaded execution of technology initiatives aimed at improving product and internal applications
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Partnered with Product, Engineering and Go-To-Market leaders to
    identify, prioritize, plan, execute, launch, and close complex product development initiatives
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Identified program obstacles and communicated possible impacts to team.
  • Created Quality Management System based on principles inculcated from ISO 9001:2015 and CMMI.
  • Created standardized SOPs for concise, polished, and crisp communication with Customers

Director - Delivery

Infoane Technologies Private Limited
Hyderabad, Telangana
11.2021 - 03.2022
  • Headed the Hyderabad Business Unit that included a team of Software Engineers, Business Development Executives. Recruiters, System Administrators, General Admin and HR
  • Oversaw day-to-day production activities in accordance with business objectives
  • Kept up-to-date with industry trends and identified areas of opportunity to drive improvements.
  • Led change and transformation across business areas to deliver benefits and align company resources.
  • Documented processes and drafted SOPs to comply with regulations and company policies.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Managed daily operations of the organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.

Operations Manager

Amazon
Hyderabad, Telangana
11.2020 - 10.2021
  • Lead a team of 20-200+ associates through 1:1s, behavioral and customer‑handling coaching and individual development plans; developed talent and managed team performance in order to meet and exceed customer satisfaction goals
  • Introduced two new metrics in the project that lead to overall improvement of 4.35% in the productivity.
  • Lead several process excellence initiatives such as Trouble Ticket Guardianship, Performance dashboards and Compliance dashboards
  • Managed schedules, monitored adherence, time-off planning, and attendance in partnership with Workforce Management
  • Certified by Amazon on “making great hire decisions” and served on the interview panel for L2 and L3 roles in the organization
  • Worked closely with the Amazon Robotics HQ and other stakeholders to solve problem statements of Amazon fulfillment centres such as Truck Queues on the cross docks, order fulfillment and management, Canvas technology, Area Organization, Packaging Experience and Scout Tele-monitoring and delivered best results

Team Leader - Delivery/Operations

Virtusa
Hyderabad, Telangana
09.2018 - 10.2020
  • Wore multiple hats and managed Continuous Improvement, Quality Management and Process Improvement activities to drive operational excellence
  • Managed high workload with consistent record of achieving deadlines and production targets
  • Motivated and trained employees to maximize team productivity.
  • Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments
  • Maximized revenue through Co-Innovation and Ad-hoc/Special Project Initiatives
  • Produced comprehensive dashboards and detailed reports outlining performance against benchmarks
  • Trained, coached and managed 20 to 200 person teams including Trainers, Team Leads, Innovation Teams and Quality Analysts
  • Upheld great standards of leadership for employees, consistently leading by example in Quality, Training, Strategy and Project Management

Consultant

Regalix Inc.
Hyderabad, Telangana
12.2017 - 09.2018
  • Created and delivered innovative, strategic marketing programs for clients with focus on Google Ads Campaign Management
  • Provided weekly updates on Google Ads campaigns to advertisers, discussed strategic initiatives and methods for improvement
  • Proactively engaged with advertisers by phone, email and chat support. Forecasted marketing trends based on previous data to adjust campaigns and maximize sales
  • Trained entry-level consultants (new-hires) on company protocols, best practices and Campaign management

Process Developer

Genpact
Hyderabad, Telangana
02.2016 - 08.2017
  • Worked with Customer Data Integrity Governance, Management Escalations, Customer Service, EDI and Recall teams and handled several high-pressure situations to ensure customer satisfaction
  • Trained on Six Sigma Green Belt Concepts (Genpact's 4D Approach)
  • Ideated, initiated and executed several Lean projects and one Six Sigma GB project that reduced penalties for the company with a notable drop in the escalation% (65% to 12%) and received an award for the same
  • Fielded over 100 incoming calls daily in Healthcare B2B O2C model and addressed customer concerns/queries
  • Conducted several classroom training sessions as a Universal Coach for new hires with batch sizes ranging from 10 to 75

Director/Co-Founder

PrideRock Technologies Private Limited
Hyderabad, Telangana
02.2014 - 02.2016
  • Defined company roles and responsibilities to establish and enhance processes.
  • Cultivated forward-thinking, inclusive and performance-driven company culture
  • Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
  • Established, optimized and enforced business policies to maintain consistency across industry operations.
  • Set team and individual KPIs and provided regular, actionable feedback.
  • Oversaw day-to-day production activities in accordance with business objectives.

Quality Analyst

GlobalLogic
Hyderabad, Telangana
11.2012 - 02.2014
  • Monitored inbound and outbound calls made by 40+ employees and provided constructive feedback
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity

Education

B.Tech - Computer Science And Engineering

Aurora Engineering College (Aff. To JNTU-H)
Hyderabad
07.2008 - 05.2012

Intermediate - Mathematics, Physics And Chemistry

Sri Chaitanya Junior College
Hyderabad
03.2006 - 04.2008

X Standard - Indian Certificate of Secondary Education

Sri Sai Public School
Hyderabad
06.2005 - 06.2006

Skills

    Program leadership

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Accomplishments

  • Received PIRL Award for demonstrating the four principles of Virtusa - Passion, Innovation, Respect and Leadership
  • Received an award for outstanding contribution in a pilot project, as a Quality Analyst, in the very first quarter after joining Virtusa
  • Received the "Client Love" Award for exceeding all client expectations throughout the year
  • Bagged several awards in Genpact such as "Best Trainer", "Star of the Month", "WOW Caller" etc
  • Received many awards for overall performance and providing ideas to mitigate escalations
  • Entered the Genpact Wall of Fame twice for key contribution in Training & Operations and received an award for the same
  • Got a perfect 100 in both Google Ads Fundamentals and Advanced Search Certifications

Certification

Learn Certification (Genpact)

Timeline

Program Manager

Turito Inc
08.2022 - Current

Director - Delivery

Infoane Technologies Private Limited
11.2021 - 03.2022

Operations Manager

Amazon
11.2020 - 10.2021

Team Leader - Delivery/Operations

Virtusa
09.2018 - 10.2020

Consultant

Regalix Inc.
12.2017 - 09.2018

Process Developer

Genpact
02.2016 - 08.2017

Director/Co-Founder

PrideRock Technologies Private Limited
02.2014 - 02.2016

Quality Analyst

GlobalLogic
11.2012 - 02.2014

B.Tech - Computer Science And Engineering

Aurora Engineering College (Aff. To JNTU-H)
07.2008 - 05.2012

Intermediate - Mathematics, Physics And Chemistry

Sri Chaitanya Junior College
03.2006 - 04.2008

X Standard - Indian Certificate of Secondary Education

Sri Sai Public School
06.2005 - 06.2006

Hobbies

  • I love travelling and exploring new cities/cultures
  • I am an avid reader. I love fiction, philosophy, world news and autobiographies
  • I play Volleyball, Badminton and Snooker
  • I enjoy binge watching Western TV series, star gazing and sketching

Hobbies

  • I love travelling and exploring new cities/cultures
  • I am an avid reader. I love fiction, philosophy, world news and autobiographies
  • I play Volleyball, Badminton and Snooker
  • I enjoy binge watching Western TV series, star gazing and sketching

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Sai Krishna Teja GummaProgram Manager