Seshu Kolakaluri
Assistant Manager - Concentrix-(Prokarma Softech)
Hyderabad
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Assistant Manager - Talent Acquisition
Concentrix Catalyst
Hyderabad
04.2021 - Current
- Coordinating day-to-day operations
- Setting up and organizing schedules
- Ensuring that company guidelines are followed
- Maintaining panel per skill and per client & Auditing system for Up-to-date info
- Monitor daily accountably, performance reviews, coaching, team training & continuous team improvement
- Investigate issues on delays and respond to queries on status
- Escalations, daily summary to BP's (communication of pending
- Items/red flags pulled from tracking sheet)
- Handle interviewer complaints
- Add new interviewers to the panel in system
- Run expenses monthly report
- Regular team meetings/sync up
- Daily tracking (ensure issues are being logged) - Moving to
- Within system
- Handle time off, holiday communications, manage coverage & time zone rotations
- Send notifications to US recruiting team as required
- Performance Management System
Senior Client Services Executive
Concentrix, Prokarma Softech
Hyderabad
06.2017 - 02.2021
- Requirements understanding and Analysis -> BRD -> Sign off BRD -> Analysis -> Estimation -> Design -> Development ->Testing -> UAT -> Production
- All Requirements, Changes request inclusion and publishing of
- Sprint Plan
- Liaise with client on questions Development team has
- Working with QA & Production team to publish release dates of
- Sprint,
- Working on user stories, BRD'S
- POC for Clients & Escalations
- Ownership of issues, assist, coordinate and manage issue with client
- Organize regular client meetings and teleconferences to strengthen client relationships
- Provide outstanding services and ensure client satisfaction
Bid Manager
Bids, Tech Mahindra
Hyderabad
04.2015 - 05.2017
- Managing bids in response to request for proposals (RFX's) from customers
- Ascertaining documents and records fulfilment as per organizational policies and procedures
- Bid Team identification, Alignment and Kick-off
- Liaised development of RFP/RFI/RFQ responses
- Ensuring proper procedural development of work and maintaining all the records In connection with the same Bid Led bid reviews with senior leadership to establish a common understanding
- Managed bid response consistency by coordinating inputs frommultiple departments and resources
- Led bid response team meetings and timelines, ensuring bid deliverycompleted on schedule
- Build and maintain strong working relationships with key stakeholders at all levels of the organization and across all functions
- Reporting and Governance Weekly Bid Governance Call for statusupdate and sync-up with Global Sales
- Team/Operation head/Sol
- Architects and other stakeholders
- Presales Bid Tracker update for all the Active/Submitted/Lost/Won/No Bidspursuits
- Win-loss feedback to collect and analyse the reasons for Loss/Win
- Client Visit and other Ad-Hoc support
Senior Business Associate
Tech Mahindra
Hyderabad
02.2013 - 04.2015
- Responsible in generating new leads/opportunities for the markets of
- North America, UK/Europe, and India
- Achieve role objectives by getting the sales calls generated to theassigned territories and any assigned
- Identify new potential customers from various internet sources,understand their needs, find the right
- Contacts gathering with the list of target websites i.e LinkedIn,
- Hoovers, Zoom info, Inside view, I profile and company websites
- Establish call plans and customer follow-up strategies, and applytime and territory management techniques
- Follow the Sales Call Process, assuring the customer understands our value proposition
- Identify opportunities to penetrate customer accounts with additional services/platforms and follow up with prospects
- Market Research, Research & Analysis
- Extensive research in preparing OB (opportunity briefs knowledgeable in secondary research on companies and individuals using different Market
Customer service
Best Mentor Month Tech Mahindra
10.2013 - 10.2013
- Client account management
- Customer relationship building
- Exceptional communicator & polyglot
- Decision making and problem solving skills Leadership and Team Management, Awarded as Best CSAT (Customer Satisfaction) Associate of the Month at Tech Mahindra/AT&T in 2007
- Achieved Best Associate for the Quarter award at Sutherland Global
- Services in 2004
Subject Matter Expert
Hyderabad
07.2008 - 01.2013
- Handling a team of 18 members from the perspective of performance
- Ensuring proper maintenance of agent's performance by constantreviews and coaching
- Preparing performance reports for all agents across the floor
- Proper Team Engagement to ensure minimal attrition and curbingabsenteeism
- Participant to the Capacity Initiative within the process
- Delivering proper, constructive, and situational feedback's to agentsto help improve performance and keeping a track of the samethrough call monitoring
- Preparing and executing action plans focusing on BQ Managementand team's performance to help shorten
- Publishing performance reports to update the team and conduct oneon One review and help in performance improvement
- Taking escalated calls and providing ready, on call assistance toagents
- Conducting process related trainings to ensure agents are updated about Changes in process Preparing agents to move to next level in terms of growth through proper assistance, Counselling and nominating for required trainings
Sr. Technical Support Associate
Tech Mahindra
Hyderabad
03.2005 - 06.2008
- Processed inbound and outbound technical support calls on internet connectivity issues Researched issues on various computer & connectivity issues using Knowledge base
Sr. Technical Support Associate
Sutherland Global Services
Chennai
03.2003 - 03.2005
- Ensured adherence to integrity, passionate team player
- Obtained the 'Best Associate Award' for a quarter
- Took up initiatives of team handling in collaboration with the Team
- Lead
- Maintained impeccable attendance track record
- Highly diligent and proficient in executing responsibilities levied
Team Leader
DSA of Tata Teleservices
Hyderabad
03.2000 - 03.2003
- Worked as Team Leader handling a team of 14 members
- Ensured compliance to complete business requisite metrics
- Maintained lowest absenteeism and conducted reviews ofperformance
- Maintained healthy people engagement to ensure lowest attrition
- Took teams out for outings to ensure bonding amongst team members Recognition
Education
Master of Arts MA - personnel management
Osmania University
Hyderabad, TG 09.1997 - 09.1999
Bachelors of Commerce - Commerce
Osmania University
Hyderabad, TG 08.1994 - 04.1997
Skills
Client account management
Scheduling
Coaching and mentoring
Delegation
Decision making and problem solving skills
Leadership and Team Management
Customer service
Certification
ITIL V3 Foundation Certified
Timeline
Assistant Manager - Talent Acquisition
Concentrix Catalyst
04.2021 - Current
Senior Client Services Executive
Concentrix, Prokarma Softech
06.2017 - 02.2021
Bid Manager
Bids, Tech Mahindra
04.2015 - 05.2017
Customer service
Best Mentor Month Tech Mahindra
10.2013 - 10.2013
Senior Business Associate
Tech Mahindra
02.2013 - 04.2015
Subject Matter Expert
07.2008 - 01.2013
Sr. Technical Support Associate
Tech Mahindra
03.2005 - 06.2008
Sr. Technical Support Associate
Sutherland Global Services
03.2003 - 03.2005
Team Leader
DSA of Tata Teleservices
03.2000 - 03.2003
Master of Arts MA - personnel management
Osmania University
09.1997 - 09.1999
Bachelors of Commerce - Commerce
Osmania University
08.1994 - 04.1997