Summary
Overview
Work History
Education
Skills
Trainings and Certifications
Additional Highlights
Timeline
Generic

Shravan Bingi

Hyderabad

Summary

Operations and customer experience leader with 15+ years of expertise in managing large-scale support teams across eCommerce, technology, and B2B environments. Proven success in driving operational excellence, customer satisfaction, and performance metrics (CSAT, SLA, quality). Skilled in people management, process optimization, and stakeholder engagement, with a strong understanding of blockchain, Web3, and crypto ecosystems. Adept at leading cross-functional initiatives, leveraging data insights to influence business decisions, and scaling high-performing teams in fast-paced, global organizations.

Overview

15
15
years of professional experience

Work History

Business Operations Team Manager

Copart
Hyderabad
04.2021 - Current
  • Lead 60+ associates and 3 supervisors, managing customer success and B2B voice operations.
  • Drive performance management across productivity, CSAT, shrinkage, and quality metrics, consistently meeting SLA goals.
  • Coach and mentor team members with timely feedback, quality audits, and skill-based training, improving performance and quality scores.
  • Act as an escalation point for high-priority requests, ensuring rapid resolution and customer satisfaction.
  • Partner with global stakeholders to align program goals, deliverables, and operational improvements.
  • Implemented workflow optimizations that streamlined processes and increased productivity across business support operations.
  • Established key performance indicators for measuring operational success.
  • Generated detailed reports outlining KPIs, quality control measures, and other related data points.
  • Assisted with development and implementation of quality controls, productivity standards and compliance guidelines.
  • Monitored performance metrics on a regular basis and identified areas for improvement.

Operations Team Lead

Cognizant Technology Solutions
Hyderabad
04.2017 - 03.2019
  • Managed 40+ content moderation associates for a machine learning support program.
  • Improved average handle time (AHT) from 6 seconds to 3 seconds by eliminating redundancies.
  • Designed and executed training modules and knowledge checkpoints, improving new hire process comprehension, and certification results.
  • Ensured compliance with client policies and quality requirements, maintaining high program-level performance.

Catalog Creation Team Leader

Amazon Development Center
Hyderabad
05.2011 - 12.2015
  • Built and scaled the Amazon India catalog creation team from 2 to 18 members.
  • Onboarded over 5,000 sellers with over 1+ million product listings, ensuring compliance with Amazon standards.
  • Partnered with category managers to define style guides and SOPs, ensuring catalog quality.
  • Designed metrics dashboards in Salesforce for real-time tracking of deliverables, reducing manual reporting overhead.
  • Achieved and exceeded year-over-year program targets, supporting 1,500 sellers in 2014 and 3,000 in 2015.

Process Developer

Genpact
Hyderabad
03.2006 - 02.2011
  • Served as a Subject Matter Expert for five teams (approximately 75 associates) in collections operations.
  • Rolled out the Associate Evaluation System for over 200 agents, enhancing performance tracking and collections.
  • Awarded 'Best Lean Idea' for process improvements in early-stage collections.

Education

Bachelor of Commerce

Osmania University
Hyderabad
04-2011

Skills

  • Customer support leadership
  • Operational metrics and SLA management
  • Process optimization
  • Performance coaching
  • Talent acquisition
  • Stakeholder management
  • Escalation management
  • Workforce planning
  • Salesforce
  • MS Excel
  • Performance management
  • Quality control
  • Data analysis
  • Process improvement
  • Six sigma principles

Trainings and Certifications

  • Six Sigma Green Belt trained
  • Advanced Google Analytics certification
  • Training programs: emotional intelligence, effective communication, and change management
  • Basics of SQL

Additional Highlights

  • Expert in leading pilot projects and scaling them into large-scale teams
  • Strong exposure to crypto and blockchain fundamentals, aligning with Coinbase's mission
  • Experienced in WBR, MBR, QBR reporting, and operational review frameworks

Timeline

Business Operations Team Manager

Copart
04.2021 - Current

Operations Team Lead

Cognizant Technology Solutions
04.2017 - 03.2019

Catalog Creation Team Leader

Amazon Development Center
05.2011 - 12.2015

Process Developer

Genpact
03.2006 - 02.2011

Bachelor of Commerce

Osmania University

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Shravan Bingi