SIVAJI MANOJ AKULA
Associate Consultant
Hyderabad,TS
Summary
Dynamic leader with over 15 years of experience optimizing business processes, enhancing productivity, and achieving operational excellence. Expertise in leveraging consumer insights and market research to develop effective sales strategies that drive ROI in competitive landscapes. Proven track record in creating and executing comprehensive training programs that elevate team performance and foster a culture of continuous improvement. Skilled in managing Service Desk Operations to meet SLA and KPI targets while building strong relationships with clients and vendors, ensuring seamless project lifecycles and high-quality service delivery.
Overview
19
19
years of professional experience
1
1
Language
Work History
Associate Consultant
HCL Tech
04.2024 - Current
- Serving as an escalation point for Incident Managers, ensuring timely initiation of escalation processes and efficient resolution of issues, including handling escalations and creating RCA (Root Cause Analysis) reports.
- Administering day-to-day operations, including production floor management, preparing monthly rosters, and ensuring smooth functioning of the team.
- Ensuring global standard operating procedures are effectively applied across all subordinate units, maintaining compliance with organizational policies.
- Conducting regular performance reviews, contributing to individual development plans, and fostering the growth of core competencies within the team.
- Fostering strong relationships with third-party vendors and providing regular status reports to leadership.
- Regularly reviewing CSAT/DSAT scores and providing internal training to enhance customer satisfaction and service quality.
- Managing and periodically reviewing all process documents, Knowledge Bases (KB), and Operational Level Agreements (OLA), ensuring all updates are communicated effectively to the team.
- Conducting audits on calls, emails, chats, and ITSM tickets, providing agents with feedback and refresher training to improve service delivery.
- Identifying and implementing areas for automation to reduce effort and minimize human errors in operational processes.
- Generating reports & presentations on SLA metrics & service desk performance, achieving monthly targets for value-added submissions.
Process Manager
NEC Corporation of India
04.2022 - 03.2024
- Acted as the key escalation point for Incident Managers, ensuring prompt initiation of escalation processes and effective issue resolution.
- Progressed from an L1 Agent to Process Manager while continuing to work on the same project across different companies.
- Oversaw the planning, execution, and management of contracted services, ensuring compliance with cost, schedule, performance, and quality standards, while managing contract scope and variations during monthly reviews.
- Managed the entire technical support desk during a project transition to CompuCom, ensuring seamless operations and meeting SLAs and KPIs.
- Effectively led and managed a team, overseeing staffing, training, and performance management.
- Implemented global standard operating procedures to streamline processes and improve efficiency.
- Conducted performance assessments and contributed to individual development plans, fostering a culture of continuous learning and growth.
- Developed strong partnerships with clients and third-party vendors, maintaining engagement throughout the project lifecycle to facilitate smooth collaboration.
- Led a team of over 100 agents, delivering global technical support, managing daily operations, and ensuring performance goals aligned with SLA and KPI requirements.
- Balanced project needs regarding processes, organization, and performance, ensuring seamless delivery of services in accordance with contractual terms.
- Built strong relationships with clients and stakeholders, effectively communicating project progress and addressing concerns.
- Provided comprehensive solutions to diverse challenges, aligned with company goals, while managing staff responsible for call management and remote technical support.
- Supervised employees who gather information from service requesters, log it into the appropriate call management system, and provided relevant information to the service provider.
- Oversaw employees who deliver remote hardware and software support, resolved basic function or feature issues related to off-the-shelf products (e.g., Microsoft Office) or customized enterprise applications.
- Delivered regular project status updates to leadership, including the Site Lead, Site Director, PMO, and clients, ensuring clear communication on progress and any issues.
- Project: NEC 7-Eleven Service Desk
Technical Support Manager
CompuCom India Pvt. Ltd.
01.2020 - 04.2022
Team Leader
Unisys
01.2013 - 01.2020
Customer Support Executive
HSBC
03.2008 - 03.2010
Technical Support Executive
SITEL
11.2006 - 12.2007
Education
B.Com. -
01.2012
12th - undefined
01.2002
10th - undefined
01.1999
Skills
Operations Management
Incident/ Escalation Management
Client Relationship Management
Business Process Excellence
SLA Compliance/ KPI Tracking
Root Cause Analysis (RCA)
CSAT/DSAT Improvement
Global Technical Support
Project Management
Stakeholder Management
Technical Support & Leadership
Cross-functional Coordination
Quality and Knowledge Management
Communicator
Detail-oriented
Problem Solver
Accomplishments
- Acknowledged for receiving the Global Excellence Award at NEC for consistently achieving SLA targets throughout the months of April, May & June.
- Appointed as the CSAT Single Point of Contact (SPOC), responsible for overseeing customer satisfaction processes.
- Promoted to Level 2 in recognition of strong performance and expertise.
- Provided training to new hire agents, helping them integrate into the team and improve their performance.
Timeline
Associate Consultant
HCL Tech
04.2024 - Current
Process Manager
NEC Corporation of India
04.2022 - 03.2024
Technical Support Manager
CompuCom India Pvt. Ltd.
01.2020 - 04.2022
Team Leader
Unisys
01.2013 - 01.2020
Customer Support Executive
HSBC
03.2008 - 03.2010
Technical Support Executive
SITEL
11.2006 - 12.2007