Shanmukha Rao Gurram
HYDERABAD
Summary
Experienced professional with over 10+ years of experience in IT Service Industry. Excellent reputation for resolving problems and improving customer satisfaction. Skilled Platform Engineer with substantial experience in designing and managing robust, scalable cloud-based platforms. Possess strong background in troubleshooting complex technical issues and implementing innovative solutions to optimize platform performance. Demonstrated strengths include skillful use of automation tools, solid understanding of CI/CD principles, and adeptness in a variety of programming languages. Previous work has consistently resulted in improved system efficiency and reliability. Innovative AWS Solution Architect known for high productivity and efficient task completion. Specialize in cloud infrastructure design, security best practices, and disaster recovery planning. Excel in problem-solving, communication, and teamwork to achieve project goals. Bring focused approach to managing complex AWS environments and ensuring seamless deployment of scalable solutions.
Overview
13
13
years of professional experience
Work History
Operations Manager
Cyberco Solutions Pvt Ltd
Hyderabad
10.2022 - 11.2024
- Assisted with customer requests and answered questions to improve satisfaction.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Maintained updated knowledge through continuing education and advanced training.
- Worked with cross-functional teams to achieve goals.
- Utilized various software and tools to streamline processes and optimize performance.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Measured and reviewed performance via KPIs and metrics.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
Senior Client Services Advisor
Innroad Software Development Services Pvt Ltd
HYDERABAD
10.2019 - 08.2022
- Worked for Product- based company, Hotel application software Property Management System.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
- Worked with Clients to understand needs and provide excellent service.
- Collaborated with PCM, production Support team members to achieve target results.
- Managed over 25 -35 Client calls per shift.
- Clarified client issues and determined root cause of problems to resolve product or service complaints.
- Handled escalations cases and calls on priority basis.
- Offered advice and assistance to Clients and users, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Engaged with Clients to build rapport and loyalty.
- Trained and developed new hires in company processes, product knowledge, Client service and advising techniques.
Senior Sales Support Specialist
Dell International Services
HYDERABAD
04.2018 - 10.2019
- Worked for Process Premier Catalog Management under payroll of DataMatics as contingent employee.
- Provided best-in-class real-time sales support for customers while leading by example for Inside sales and account managers over chat and call.
- Coordinated responses and resources to handle special client requests which increased to create 35 pages per month.
- Collaborated with vendor development, stake holder and support staff to resolve various issues impacting sales activities over phone.
- Developed strong rapport with Business leaders, Stake holders and ISR's created positive impression of business via conference call.
- Developed working knowledge of CRM to effectively track sales leads and activities.
Sr. Specialist
Synchrony Financial
HYDERABAD
10.2017 - 12.2017
- Worked for international financial organization for process Fraud Prevention and Detection.
- Effectively communicated with customers about account changes, services and potential account related upgrades.
- Responded proactively and positively to rapid change.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Resolved typical credit related issues over phone with 40-50 calls account holders daily.
- Delivered prompt service to prioritize customer needs.
Process Analyst
Genpact
HYDERABAD
01.2016 - 08.2017
- Worked as Google Support specialist for Google Wallet and GPay processes.
- Analyzed and documented company processes for executive leadership and suggested areas for improvement.
- Drafted human feedback tools such as questionnaires and surveys to incorporate personnel needs and desires into process improvement.
- Developed standard operating procedures and document workflows to drive current and future processes.
- Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
Business Development Manager
McDonalds
Aberdeen
02.2012 - 05.2015
- Worked with existing customers to increase purchases of products and services by 7-10%.
- Negotiated, prepared and signed contracts with clients.
- Identified distributor challenges related to corporate service offerings in order to formulate potential solutions.
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
- Train new employees and explain protocols clearly and efficiently.
- Handled nearly team size of 20-35 representatives including shift leads and managers.
- Reached out to potential customers via telephone and email inquiries.
Education
Bachelor of Engineering andTechnology - Information and Technology
Malla Reddy Engineering College
Hyderabad06-2011
Higher Secondary - MPC
Andhra Loyola College
Vijayawada06-2007
SSC -
Pratibha Vidya Niketan High School
Hyderabad03-2005
Skills
- Incident management
- Monitoring and logging
- Version control systems
- Continuous deployment
- Performance optimization
- Network fundamentals
- Configuration management
- Containerization technologies
- Version control systems: git, github
- Source and version control: git, github
- Jenkins automation
- Jenkins CI and CD
- Jenkins deployment
- Operations management
- Python Programming Knowledge
- Python scripting
- Expertise in Python
- Virtualization technologies
- User and group management
- File system management
- Open source tools
- Server management
- Continuous integration
- Disaster recovery
- Load balancing
- Container orchestration
- Infrastructure as Code
- Cloud infrastructure management
- DevOps methodologies
- Continuous integration and deployment
- Amazon EC2 instances
- Data storage solutions
- Scalability and elasticity
- Elastic load balancing
- Virtual private clouds
Additional Information
- Received Special Recognition award consecutively for the Last 4 QBR’s Fy19-20.
- Maintained 98% CSAT, 100% Adherence and Quality in performance standards.
- Build and maintained successful relationships with Clients, Consumers and Stake holders.
- Received many customer/client appreciations for quick turnaround time while fixing production issues.
- Received Letter of Appreciation and holding Employ of the month for June2014.
- Achieved consistent rankings in monthly metrics including call durations, number of calls per shift, and customer satisfaction ratings.
Languages Known
English, Hindi, Telugu, German(L1)
Timeline
Operations Manager
Cyberco Solutions Pvt Ltd
10.2022 - 11.2024
Senior Client Services Advisor
Innroad Software Development Services Pvt Ltd
10.2019 - 08.2022
Senior Sales Support Specialist
Dell International Services
04.2018 - 10.2019
Sr. Specialist
Synchrony Financial
10.2017 - 12.2017
Process Analyst
Genpact
01.2016 - 08.2017
Business Development Manager
McDonalds
02.2012 - 05.2015
Bachelor of Engineering andTechnology - Information and Technology
Malla Reddy Engineering College
Higher Secondary - MPC
Andhra Loyola College
SSC -
Pratibha Vidya Niketan High School
Similar Profiles
Sanjeev KumarSanjeev Kumar
Sr. Retention Executive at Mediaions IT Solutions (OPC)PVT Ltd- Formerly Known As Cyberco SolutionsSr. Retention Executive at Mediaions IT Solutions (OPC)PVT Ltd- Formerly Known As Cyberco Solutions
Jissin AntonyJissin Antony
Assistant Manager - Financial Shared Services at Thinksynq Solutions Pvt Ltd (Outsourced to Servion Global Solutions Pvt Ltd)Assistant Manager - Financial Shared Services at Thinksynq Solutions Pvt Ltd (Outsourced to Servion Global Solutions Pvt Ltd)
Hari Prasad PoovalingamHari Prasad Poovalingam
Quality Analyst at Nthrive Global Solutions Pvt. Ltd (Formerly E4E Business Solutions Pvt. Ltd)Quality Analyst at Nthrive Global Solutions Pvt. Ltd (Formerly E4E Business Solutions Pvt. Ltd)