SHRAVAN RAJU
Operations Manager
Bangalore,KA
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offStock Options / Equity / Profit SharingTeam Building / Company RetreatsPersonal development programsSummary
Operations Manager improving technical support operations through process optimization, workforce management, and business analytics while overseeing 21–40 people across service teams. Leads vendor management, KPI reporting, and performance improvement across 1–2 vendors to deliver 3–5 process improvements per year and strengthen efficiency and customer outcomes across service teams. Turns operational data into actions that raise productivity, reduce resolution time, and support leadership decisions.
Overview
3
3
Certifications
21
21
years of professional experience
4
4
Languages
Work History
Project Team Manager
MOVATE TECHNOLOGIES
Chennai, India
08.2024 - Current
- Led cross-functional teams to deliver projects on time and within budget.
- Developed project plans, timelines, and resource allocation strategies for complex initiatives.
- Implemented risk management processes to identify and mitigate potential project challenges.
- Facilitated stakeholder meetings to gather requirements and ensure alignment on project goals.
- Mentored junior project managers, enhancing team capabilities and fostering professional development.
- Utilized Agile methodologies to improve project delivery speed and adaptability to changes.
- Fostered culture of continuous improvement and collaboration, enhancing customer-centric service delivery.
- Streamlined communication protocols among teams, enhancing collaboration and reducing information silos.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed project plans, timelines, and resource allocation strategies, ensuring successful execution of complex initiatives.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Leading a team of Enterprise Support Engineers supporting web-based services and technologies, with responsibility for delivery service, customer satisfaction, operational performance, and talent development.
- Lead hiring, onboarding, training, coaching, and performance management of Enterprise Support Engineers to ensure high-quality customer support and operational excellence.
- Drive key business metrics including Customer Satisfaction (CSAT), Time to Resolution (TTR), First-Time Resolution (FTR), productivity, and SLA compliance.
- Established effective communication protocols among team members, improving collaboration and facilitating successful project completion.
- Develop and deliver performance dashboards and executive reports to provide actionable insights and support data-driven decision-making.
- Foster a culture of continuous improvement, accountability, collaboration, and customer-centric service delivery.
- Recognized as "Most Valuable Player" within 10 months of joining Movate Technologies.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
MANAGER
PRO-VIGIL
Visakhapatnam
09.2023 - 08.2024
- Led Technical Support Operations with responsibility for customer service delivery, business performance management, stakeholder engagement, vendor management, and process optimization.
- Managed customer service operations, vendor relationships, workforce performance, and service quality across multiple functions.
- Established and successfully operationalized a Technical Assistance Center (TAC) focused on improving First-Time Resolution (FTR) and customer satisfaction.
- Managed customer service operations, vendor relationships, workforce performance, and service quality, ensuring alignment with organizational goals.
- Designed and implemented process improvements that streamlined workflows, reduced resolution times, and enhanced operational efficiency.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Streamlined operational processes to enhance productivity and reduce costs.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Led cross-functional teams to implement process improvements and increase efficiency.
- Developed training programs for staff to improve operational knowledge and skills.
- Developed training programs that enhanced staff operational knowledge and skills, contributing to overall team performance.
- Analyzed performance metrics to identify improvement areas, driving targeted initiatives that supported operational effectiveness.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Managed hiring, onboarding, and training of new employees to meet staffing needs.
- Partnered with senior leadership and key stakeholders to align operational objectives with organizational goals.
- Leveraged financial modeling and business analytics to improve operational visibility and drive performance improvements.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
TEAM MANAGER
PAYPAL INDIA PVT LTD
07.2019 - 01.2023
- Managed a UK-based Customer Service Operations team supporting Disputes, Limitations, and SSP functions across Email, Messaging, and Live Chat channels.
- Led high-performing teams to consistently achieve and exceed targets for NPS, Resolution Rate, Customer Satisfaction, and First-Time Resolution.
- Spearheaded the Async NPS Performance Improvement Program, utilizing trend analysis and targeted coaching strategies to improve customer experience outcomes.
- Conducted root cause analysis of customer feedback and operational metrics to identify performance opportunities and implement corrective actions, enhancing overall service delivery.
- Designed and implemented structured coaching frameworks that enhanced advisor effectiveness, product knowledge, and service quality.
- Collaborated with global stakeholders to drive process improvements and operational excellence initiatives.
- Developed employee engagement, recognition, and incentive programs that significantly boosted team morale and retention, contributing to enhanced overall performance.
- Recipient of the "Key Talent Award 2021" across global PayPal centers for developing future leaders and driving operational excellence.
- The project aimed to improve overall site performance by managing performance of identified outliers through trend analysis of the past three months’ customer experience data.
- Conducted detractor audits and tracked findings, sharing insights and feedback via weekly governance calls and emails to drive accountability.
- Enhanced chat evaluation and coaching methodology to assess both customer experience and advisor communication skills.
- Implemented targeted outlier management, providing additional support to improve individual performance.
- Strengthened product knowledge through refresher sessions led by dedicated ICA support teams.
- Developed a systematic coaching strategy tailored to individual advisor profiles, focusing on personalized improvement opportunities.
- Performed root cause analysis across multiple dimensions—timestamp, day, queue, and intent—to identify opportunity areas and build actionable improvement plans.
- Led customer service team to achieve exceptional service delivery and client satisfaction.
- Developed and implemented training programs to enhance team performance and product knowledge.
- Streamlined communication processes between departments to improve response times and issue resolution.
- Analyzed customer feedback to identify trends and drive continuous improvement initiatives.
- Established performance metrics to evaluate team effectiveness and foster accountability.
- Facilitated regular team meetings to align objectives and share best practices among staff members.
- Collaborated with cross-functional teams to design customer-centered policies that improved service efficiency.
- Created an incentive program that boosted employee morale and motivation, leading to improved performance metrics.
- Implemented quality assurance measures, ensuring consistent levels of excellence in service delivery.
- Implemented knowledge-sharing initiatives among the team members that resulted in faster problem resolution times.
- Conducted regular performance evaluations, providing constructive feedback to drive professional growth within the team.
- Reduced average call handling time with targeted coaching and performance monitoring.
- Increased first-call resolution rates, streamlining processes to address customer issues quickly.
- Organized regular team meetings to discuss workplace challenges, fostering collaboration and driving continuous improvement initiatives.
- Established cross-training opportunities for employees which led to better adaptability during fluctuations in workload demands.
TECHNICAL TEAM LEAD
HEWLETT PACKARD INC
02.2007 - 02.2019
- Led multi-channel support teams (Phone, Email, Chat) serving customers across four countries and three operational zones.
- Managed service delivery operations while ensuring SLA compliance, operational efficiency, and high customer satisfaction levels.
- Managed service delivery operations, ensuring SLA compliance and enhancing customer satisfaction across multiple service channels.
- Delivered incident management, problem management, technical troubleshooting, and customer support for enterprise technologies.
- Created and facilitated training programs, knowledge-sharing initiatives, and coaching sessions to improve team capability and performance.
- Utilized operational data and performance metrics to identify trends, improve processes, and support business objectives.
- Collaborated with stakeholders across operations, support, and leadership teams to drive service excellence and continuous improvement.
- Awarded "Customer Service Manager Excellence Award 2019" for outstanding leadership and service delivery performance.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Championed process improvements by identifying inefficiencies, proposing solutions, and leading initiatives that enhanced operational workflows.
- Facilitated cross-functional team meetings to foster collaborative a collaborative work environment, leading to innovative solutions.
- Established clear performance metrics, enabling transparent evaluation of team progress.
- Created knowledge-sharing platform that streamlined access to information and best practices, fostering collaboration among team members.
- Mentored team members, fostering professional growth and enhancing skill sets.
TECHNICAL SUPPORT OFFICER
CONVERGYS INDIA SERVICES
02.2006 - 02.2007
- Provided technical support for Microsoft Windows operating systems to customers in the United States through voice-based support channels.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Guided customers through troubleshooting processes, ensuring timely and effective issue resolution.
- Collaborated with internal teams to refine support processes, directly enhancing service efficiency.
- Provided technical support to customers, troubleshooting hardware and software issues effectively.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
- Analyzed common support issues to identify trends and recommended targeted solutions for future prevention.
- Collaborated with cross-functional teams to enhance customer service processes and procedures.
- Analyzed common support issues to identify trends, recommending solutions to reduce future occurrences.
- Documented and tracked support requests using ticketing systems for improved response times.
- Developed strong technical troubleshooting, communication, and customer relationship management skills in a high-volume support environment.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Education
MBA - Operations Management
Skills
Service Delivery Management
Customer Success
Technical Support Operations
Project & Program Management
Executive reporting
Operations Management
Service level management
Workforce planning
Customer experience management
Continuous improvement
ITIL service management
Business review cadence
Quality assurance audits
Customer retention strategy
Voice of customer analysis
Escalation matrix design
Service desk governance
Certification
ITIL V3 Foundation Certification
PROFESSIONAL EXPERIENCE
Recognized as "Most Valuable Player" within 10 months of joining Movate Technologies., Recipient of the "Key Talent Award 2021" across global PayPal centers for developing future leaders and driving operational excellence., Awarded "Customer Service Manager Excellence Award 2019" for outstanding leadership and service delivery performance.
Accomplishments
- Earned the “[Award Name]” Award in [Year] for [Accomplishment].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Collaborated with team of [Number] in the development of [Project name].
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Upper intermediate (B2)
Hindi
Intermediate (B1)
Tamil
Upper intermediate (B2)
Telugu
Upper intermediate (B2)
Timeline
Project Team Manager - MOVATE TECHNOLOGIES
08.2024 - Current
MANAGER - PRO-VIGIL
09.2023 - 08.2024
TEAM MANAGER - PAYPAL INDIA PVT LTD
07.2019 - 01.2023
TECHNICAL TEAM LEAD - HEWLETT PACKARD INC
02.2007 - 02.2019
TECHNICAL SUPPORT OFFICER - CONVERGYS INDIA SERVICES
02.2006 - 02.2007
GITAM University - MBA, Operations Management