Sirisha Pujari
Hyderabad
Summary
Dynamic and results-driven Project Manager with extensive experience in leading high-performing teams and managing complex technical support and customer service projects. Proven expertise in driving operational excellence, strategic planning, and team development. Adept at utilizing Agile methodologies, managing KPIs, and fostering a motivated work environment. Committed to delivering exceptional customer satisfaction and optimizing business processes.
Overview
20
20
years of professional experience
Work History
Project Manager (Team Manager)
Sonata Software Ltd
Hyderabad
05.2022 - Current
- Team Leadership & Management:Leading a team of 20+ in overseeing Microsoft Azure Professional Direct Support and Cloud Service Provider projects, ensuring the delivery of high-quality technical support and swift resolution of complex issues
- KPI Management & Performance Optimization:Spearheaded the development and monitoring of strategic Key Performance Indicators (KPIs), including Customer Satisfaction (CSAT), First Week Resolution (FWR), Time to Resolution (TTR), Intake Per Day (IPD), and Closures along with Backlog management
- Resource Planning & Allocation:Planned and allocated resources efficiently based on volume projections to maximize team productivity and streamline workload distribution
- Compliance & Governance:Ensured strict adherence to internal control policies and regulatory requirements, aligning project execution with business objectives
- Stakeholder Communication & Reporting:Conducted regular business reviews, providing updates and progress reports to internal leadership and stakeholders
- Recruitment & Training:Oversaw the recruitment, onboarding, and training of new team members
- Agile Methodologies & Process Improvement: Implemented Agile methodologies to enhance customer focus, drive process improvements, and foster team engagement
- Incident & Escalation Management:Owned and resolved customer escalations by coordinating with cross-functional teams in support, development, and operations ensuring a positive customer experience
- Customer Representation & Operations Management:Represented the Project and effectively managed the customers
- Process Evaluation & Continuous Improvement:Evaluated current processes, technologies, and organizational practices to identify improvement opportunities and drive advancements in support operations
- Culture & Values Alignment:Cultivated a positive work environment by leading by example and promoting a culture of teamwork and collaboration.
Support Engineer
Sonata Software Ltd
Hyderabad
03.2021 - 05.2022
- Resolved Microsoft CSP support tickets and addressed Office 365 queries for clients in the USA, UK, and APAC regions
- Provided technical support for Microsoft Azure, assisting customers with various issues to achieve high satisfaction levels
- Supported new initiatives and prepared user guides to enhance customer understanding of products
- Maintained regular follow-ups with users to ensure timely resolution of issues.
Gold Partner Account Manager 2
Dell International Services India Pvt. Ltd
Hyderabad
11.2017 - 07.2020
- Managed Gold Partners and drove their daily business activities, exceeding NPS business goals and ensuring superior partner experiences
- Collaborated with stakeholders to win deals in the UK market and managed accounts to streamline the sales process
- Provided training and support to new hires, reporting performance metrics and maintaining internal dashboards.
Inside Partner Account Manager 2
Dell International Services India Pvt. Ltd
Hyderabad
06.2014 - 07.2020
- Managed Gold Partners and drove their daily business activities, exceeding NPS business goals and ensuring superior partner experiences
- Collaborated with stakeholders to win deals in the UK market and managed accounts to streamline the sales process
- Provided training and support to new hires, reporting performance metrics and maintaining internal dashboards.
Small Business Inside Sales Account Manager 1
Dell International Services India Pvt. Ltd
Hyderabad
05.2015 - 11.2017
- Sold Dell products and services to SMB customers in the UK and Ireland, focusing on solution selling and account management
- Nurtured business accounts and identified opportunities to improve revenue and expand business opportunities.
Mid-Market Inside Sales Account Manager 1
Dell International Services India Pvt. Ltd
Hyderabad
06.2014 - 05.2015
- Conducted solution selling across Dell’s product line, focusing on profiling and nurturing business accounts to build long-term relationships.
Sr. Customer Service Representative
HSBC
01.2010 - 03.2014
- Provided information on account balances, handled credit card queries, and resolved customer complaints with a focus on high-quality service
- Positioned HSBC products and services effectively, resolving issues and building strong customer rapport.
Sr. Sales Representative (UKI Consumer Sales)
DELL International Services
10.2007 - 05.2010
- Sales of Dell computers and peripherals to customers through Inbound Calls {UKI Sales Drive revenue, margin, customer experience, software and peripherals, Dell Finance Services, close rate, consistently to meet the business requirement.
Technical Support Executive
SATYAM NIPUNA Services
07.2004 - 09.2005
- Providing resolution on calls for the customers using EarthLink Internet
- Following up accordingly with functional managers to implement and provide the necessary resolution with the Reuters.
Education
Bachelor of Computer Application (BCA) -
Osmania University
01.2004
Intermediate -
Sri Sai Vignan Bharathi Junior college
01.2001
SSC -
Keyes High School for Girls
01.1999
Skills
- Stake holder Management
- Drive for results
- People Management
- Hiring and Recruitment
- Weekly Business Review
- Quarterly Business Review
- Power BI
- Customer Experience
- Escalation Management
- Recovery Management
- Client Relationship Management
- KPI Management
- Delivery Management
- Problem-solving
- Strong interpersonal skills
- Excellent communication skills
- Team player
- Emotional Intelligence
- Accountability
- Attention to Detail
- Ability to influence and motivate
Timeline
Project Manager (Team Manager)
Sonata Software Ltd
05.2022 - Current
Support Engineer
Sonata Software Ltd
03.2021 - 05.2022
Gold Partner Account Manager 2
Dell International Services India Pvt. Ltd
11.2017 - 07.2020
Small Business Inside Sales Account Manager 1
Dell International Services India Pvt. Ltd
05.2015 - 11.2017
Inside Partner Account Manager 2
Dell International Services India Pvt. Ltd
06.2014 - 07.2020
Mid-Market Inside Sales Account Manager 1
Dell International Services India Pvt. Ltd
06.2014 - 05.2015
Sr. Customer Service Representative
HSBC
01.2010 - 03.2014
Sr. Sales Representative (UKI Consumer Sales)
DELL International Services
10.2007 - 05.2010
Technical Support Executive
SATYAM NIPUNA Services
07.2004 - 09.2005
Bachelor of Computer Application (BCA) -
Osmania University
Intermediate -
Sri Sai Vignan Bharathi Junior college
SSC -
Keyes High School for Girls
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