Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
ProjectManager
Sandeep Malladi

Sandeep Malladi

Senior Manager Customer Operations
Hyderabad

Summary

Versatile Senior Manager with 18+ years of work experience at MNCs and successful Startups. Specialized in Customer Service Operations and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.

Overview

18
18
years of professional experience
8
8
years of post-secondary education
1
1
Certification

Work History

Sr. Manager Product Support

Teikametrics Inc.
Hyderabad
12.2021 - Current
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging business objectives
  • Reporting directly to the director of Operations helped me gain expertise of understanding complex inputs and to distil critical information needed to set direction for the business unit
  • Developed, Defined and Implemented Playbooks and operational metrics(SOPs, SLAs, KPIs, OKRs, NPS, C-SAT)
  • Leveraged on Customer Insight data and Root Cause Analytics to carry out continuous business improvements
  • Initiated proactive outreach to customers to improve product adoption and maximise retention
  • Liaised with cross functional teams across multiple channels and transformed data-led knowledge into specific strategic plans.
  • Identifying and providing 360 degree feedback to managers through 1:1s, device personal development plans and provision of coaching & development opportunities
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements

Senior Manager Customer Support

IncNut Inc.
Hyderabad
08.2018 - 11.2021
  • Devised recommendations to streamline and simplify customer support system and improve response time.
  • Developed customer service scorecards to measure customer service performance.
  • Managed a Team of ~350 Customer Support agents (comprising In-house Team and Vendor Team)
  • Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
  • Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
  • Collaborated with cross-functional teams for smooth running of customer service operations.
  • Managed the ORM (Online reputation Management - Social Media Team) to address the comments, escalations posted on social channels such as Google, Facebook, LinkedIn, G2

Customer Service Team Manager

Amazon India Pvt Ltd
Hyderabad
08.2012 - 05.2018
  • Evaluated employee performance on monthly basis and coached and trained ~60 team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Aligned team goals and objectives with organizational strategy, aiding business growth.
  • Established and maintained performance, quality and service standards for professional customer care.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Cultivated positive, productive team environments, resolving conflicts quickly.

Customer Service Team Lead

Google (Rofous)
Hyderabad
08.2011 - 07.2012
  • Lead a team of 20+ members and drive performance
  • Assign individual targets to the team members and monitor their performance
  • Prepared MIS reports and analyze the performance metrics
  • Identify and implement the process improvement plans
  • Coach, mentor and motivate team members to improve performance standards

Sr. Associate

Dell Inc.
Hyderabad
04.2006 - 02.2011
  • Knowledge of Accounts Receivable: US Credit and Collections
  • Investigate every detail of the PO/ Invoices/ Checks/ Cash Alloca tion also idenify fraud (if any suspected)
  • Interface with customers to resolve issues and judgment to escalate to management

Education

MBA - HR & Marketing

Osmania University
Telangana, India
05.2015 - 06.2017

Bachelor of Arts -

OSMANIA UNIVERSITY
Telangana, India
06.2004 - 06.2010

Skills

    Customer Relationship Management Software (CRM)

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Accomplishments

    AMAZON
    AUG 2012 - MAY 2018
    • “Gold award” for the best performance in April 2017.
    • Awarded with "People Manager" award for Q3-2016.
    • Awarded with "Avengers Cup" for meeting RCR (Repeat customer contact reduction) goal consistently for 12 weeks (June to August)

    • Highest Connections score (People Management) in the month of August 2016

    • "Best Manager" award for May and June 2016


    GOOGLE (ROFUS) AUG 2011 - JUL 2012

    • Best Team Lead award in July 2012.

    • Recognition for consistent performance for Q2 2012


    DELL APR 2006 - FEB 2011

    Master blaster award for exceptional performance in M2 Q3 FY-09

    • Recognition of Softphone deployment in minimizing the transfer rate in 2007



Certification

PSM 1 Scrum

Timeline

Sr. Manager Product Support

Teikametrics Inc.
12.2021 - Current

Senior Manager Customer Support

IncNut Inc.
08.2018 - 11.2021

PSM 1 Scrum

12-2016

MBA - HR & Marketing

Osmania University
05.2015 - 06.2017

Customer Service Team Manager

Amazon India Pvt Ltd
08.2012 - 05.2018

Customer Service Team Lead

Google (Rofous)
08.2011 - 07.2012

Sr. Associate

Dell Inc.
04.2006 - 02.2011

Bachelor of Arts -

OSMANIA UNIVERSITY
06.2004 - 06.2010

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Sandeep MalladiSenior Manager Customer Operations