Shravani Natakala
Customer Success Operations Manager
Hyderabad
Summary
Dynamic professional dedicated to continuous skill development and expertise enhancement, committed to becoming a valuable asset to any organization while fostering mutual growth. Responsibilities are approached with sincerity, dedication, and integrity, ensuring a robust work ethic and unwavering commitment to excellence. Emphasizing seamless learning and a holistic perspective, adaptability and innovation drive success in rapidly changing environments. Strategically specialized in technical enablement and customer-centric communication, transforming complex technical data into streamlined, experience-tailored resources and impactful customer summaries.
Overview
9
9
years of professional experience
9
9
Certifications
Work History
Service Management
Cognizant
03.2024 - Current
- Managing the day-to-day activities of the service department to ensure efficient and effective service delivery.
- Ensuring excellent customer service by addressing customer complaints, resolving issues, and maintaining strong relationships with customers.
- Hiring, training, and managing service department staff. This includes monitoring team performance, providing feedback, and developing improvement plans.
- Developing and implementing policies and procedures that enhance the customer service experience.
- Creating and executing service strategies to meet customer needs and improve service quality.
- Analyzing service metrics, monitoring department issues, and addressing any gaps or areas for improvement.
- Ensuring adherence to industry regulations, standards, and best practices.
- Closely work with client and improvise on the feedback received.
- Overseeing service operations, ensuring customer satisfaction, and driving continuous improvement by managing teams and processes like incident, problem, and service level management.
- Improved client satisfaction with timely case management and follow-up services.
- Enhanced operational efficiency, adopting lean management principles across all service workflows.
- Streamlined processes with the implementation of ITIL best practices for incident management and service requests.
- Reduced response times by implementing time-management strategies for handling multiple chats simultaneously without sacrificing quality of service.
- Implemented best practices in service delivery management, driving continuous improvement across the organization.
- Improved operational efficiency by streamlining processes and implementing new systems for business services management.
- Received recognition for outstanding customer service skills on multiple occasions from both management and guests alike.
- Implemented effective time management skills to prioritize tasks during high-pressure situations while maintaining excellent customer service standards.
De-Escalation Manager
CtrlIS Datacenters
11.2022 - 03.2024
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Managed and motivated employees to be productive and engaged in work.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed detailed plans based on broad guidance and direction.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Major Incident Manager
Kyndryl
09.2021 - 11.2022
- Act as the escalation point for unresolved Incidents.
- Monitor the resolution of incidents with trending of incidents across providers and escalation of Incidents and issues to Customer.
- Manage Major Incidents or situations across providers.
- Implementation and maintenance of the ITSM platform, processes and procedures across the internal organizations and external providers (as appropriate)
- Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
- Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
- Identify and implement process improvements and ITSM platform/integration enhancements
- Monitoring incidents/tickets for issues reported and for requests, report generation and ticket analysis.
- Managing coordination between various geographically distributed IT, Support teams.
- Real Time follow -up with global support teams for Major incident resolution.
- Manage and coordinate activities during the overall ticket life cycle.
- Responsible for sending all Incident notifications as per the agreed process.
- Chair Bridge calls for effective coordination, incident resolution, service restoration.
- Managing user escalation.
- Prepare Breach template for SLA miss incidents.
- Create and validate PIM Documents.
- Conduct trainings on process and newly implemented tools.
- Create and submit knowledge articles.
Incident Manager
IBM
12.2016 - 09.2021
- Act as the escalation point for unresolved Incidents and monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.
- Responds to all communication inputs regarding unplanned service interruptions from customers and internal IT
- Manage Major Incidents or situations across providers with the implementation and maintenance of the ITSM platform, processes and procedures across the internal organizations and external providers (as appropriate).
- Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
- Manage and coordinate activities during overall ticket life cycle. Responsible for sending all Incident notifications as per agreed process with documented and tracking the timeline of events that occurred in the process to resolution for each of the incidents managed in support of root cause analysis.
- Make sure that Response and Resolution SLAs are maintained by all the IT support teams.
- Real Time follow-up with global support teams for Major incident resolution
- Manage and coordinate activities during overall ticket life cycle.
- Responsible for sending all Incident notifications as per agreed process.
- Chair Bridge calls for effective coordination, incident resolution, service restoration.
- Follow-up with support team for relevant notification updates per SLA, & drive resolution
- Contribution to ongoing process & operational improvements.
- Accountable for objectives where goals and operational processes are defined
- Interact daily with subordinates and peer groups.
- Managing high and critical Incidents to ensure timely completion.
- Facilitating and managing incidents at all severity levels.
- Work across one or more shifts in a 24x7x365 operational team.
- Continuous process improvement while increasing service quality.
- Ability to think and act independently to resolve production issues.
- Managing coordination between various geographically distributed IT Support teams
- Hands-on experience in ITSM, Problem Management, Change Management, Testing, Project Management, Maintenance, Planning & Execution, Techno-Commercial Operations, Quality Compliance, Incident Compliance, Audits and Team Management.
Education
Bachelor of Science - Interior Design
International Institute of Fashion Design
Bengaluru06-2013
Intermediate - undefined
Maharishi Vidhya Mandir Sr. Sec. School
Chennai03-2008
Skills
Excellent communication and presentation skills
Documenting and Reporting
Auditing
Python, MySQL, Machine Learning, Neural Networks, Regressors, AlgorithmsService now, Agile, Incident, Problem and Change Management, Data Science, AWS Cloud
Seeking a leadership role where I can apply and expand my management skills to contribute to a company's growth
ITIL service management
Certification
Certification ITIL Intermediate CDS 2022
Timeline
Service Management
Cognizant
03.2024 - Current
De-Escalation Manager
CtrlIS Datacenters
11.2022 - 03.2024
Major Incident Manager
Kyndryl
09.2021 - 11.2022
Incident Manager
IBM
12.2016 - 09.2021
Intermediate - undefined
Maharishi Vidhya Mandir Sr. Sec. School
Bachelor of Science - Interior Design
International Institute of Fashion Design