Summary
Overview
Work History
Education
Skills
Workshop and Seminars
Personal Information
Languages
Affiliations
Accomplishments
Languages
Software
Timeline
AccountManager

SRIDHAR MALYALA

Hyderabad

Summary

Diligent Program manager with overall 13+ years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements.

Resourceful in ensuring high quality customer experience, elevating customer satisfaction, while adhering to SLAs & day-to-day Operations, Hiring, Business reviews, Coaching, Team mentoring and managing cost effective

operations.

Overview

13
13
years of professional experience

Work History

ERC Program Manager II

Amazon Ltd.
Hyderabad
09.2022 - Current
  • Handle high-level complex escalations within the ERC US FC, Ops, and Corporate scope
  • Create guidelines, assign, monitor, support, and audit work of other Specialists to resolve highly-complex cases
  • Make high judgment recommendations in the absence of clear guidance.
  • Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
  • Developed project plans, identified risks, set objectives and monitored progress towards completion.
  • Communicated regularly with external partners to ensure alignment of strategies and goals.
  • Analyzed data collected during the course of the program operations and reported results accordingly.
  • Participated actively in brainstorming sessions focused on improving existing processes or creating innovative approaches for delivering services more efficiently.
  • Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.

Asst. Manager - Operations

Wipro Ltd.
Hyderabad
04.2020 - 08.2022
  • Monitoring the team in their Production, Accuracy, and Utilization as per their scorecard parameters
  • Led initiatives to motivate team members towards increasing their KPI’s
  • Motivated employee performance and satisfaction through fair evaluation, process review and mentoring.
  • Organized and coordinated daily workflow activities while ensuring that all tasks were completed within established deadlines.
  • Reporting the associate performance in bi-weekly and monthly reviews with the management and feedback to the associates.
  • Assisted in the development of operational processes and procedures to ensure efficient operations.
  • Developed strategies for improving customer service levels and increasing efficiency of operations.
  • Prepared detailed reports on operational trends, analyzing data to identify areas for improvement.
  • Implemented process improvements initiatives in order to maximize productivity.
  • Prioritized tasks based on urgency or importance in order to meet tight deadlines.

Team Leader - Employee Relations

Cognizant Technologies solutions ltd
Hyderabad
06.2018 - 02.2020
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Established clear expectations for employees, providing guidance when needed.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Facilitated communication between cross-functional teams within the organization.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Created and distributed monthly, quarterly and annual reports to management regarding performance.

Level-III Process Associate

C3I Support Services Pvt.Ltd
Hyderabad
05.2015 - 05.2018
  • Conducted daily process reviews to identify areas for improvement and increased efficiency.
  • Developed process documentation, including procedure manuals, user guides and job aids.
  • Monitored performance metrics to measure process effectiveness and suggest modifications as needed.
  • Identified potential risks associated with processes and recommended corrective actions.
  • Analyzed existing processes to determine areas for automation or streamlining.
  • Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
  • Performed root cause analysis when problems arose during the course of processing activities.
  • Participated in regular team meetings and provided input on ways to improve existing processes.
  • Trained team members to implement and maintain approved and established process improvements in assigned functional areas.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Level-1 Process Specialist

Dell International services Pvt.Ltd
Hyderabad
07.2014 - 05.2015
  • Responded to customer inquiries via phone, email or chat.
  • Provided accurate information about product features, pricing, availability and services.
  • Resolved customer complaints quickly and efficiently.
  • Assisted with placing orders, refunds, exchanges or cancellations.
  • Maintained up-to-date knowledge of company products and services.
  • Performed outbound calls to follow up on customer inquiries.

Level-1 Process Associate

C3I Support Services Pvt.Ltd
Hyderabad
05.2013 - 06.2014
  • Responded to customer inquiries via phone, email or chat.
  • Monitored incoming emails and responded promptly to customer requests.
  • Performed outbound calls to follow up on customer inquiries.
  • Maintained up-to-date knowledge of policies and services.
  • Analyzed data from previous calls to identify trends or areas needing improvement.
  • Suggested process improvements that could enhance efficiency when handling calls.
  • Implemented best practices for data quality assurance processes across multiple systems.

Level-1 Process Executive

Sutherland Global Services
Hyderabad
10.2010 - 01.2013
  • Answered incoming calls from customers regarding inquiries or complaints.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Identified customer needs, clarified information, researched every issue and provided solutions.
  • Maintained updated knowledge of product features, Insurance benefits, pricing plans offered by the client.

Education

B-SC - Computer science

Osmania University
01.2010

10+2 -

Sri Chaitanya junior college
01.2004

10th standard -

St. Francis high school
01.2001

Skills

  • Business Development
  • Data Analysis
  • Operations Management
  • Program performance analysis
  • Customer Service
  • Process Improvement

Workshop and Seminars

  • Attended workshops on ‘employee Retention’, in 2018
  • Attended workshops on Hardware and networking and CCNA in NIIT

Personal Information

  • Date of Birth: 08/02/86
  • Gender: Male
  • Marital Status: Married

Languages

  • English
  • Hindi
  • Telugu

Affiliations

  • Senior Under Officer - 3 (A) Bn NCC - Nizam College
  • Volunteered for World Military Games 2007
  • Actively participated in Campus Placement

Accomplishments

  • Won Gold medal in Shooting in All India G.V. Mavalankar Shooting Championship 2008

Languages

Telugu
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1

Software

Salesforce CRM

Tableau

Oracle Service desk

ServiceNow

Asana

Timeline

ERC Program Manager II

Amazon Ltd.
09.2022 - Current

Asst. Manager - Operations

Wipro Ltd.
04.2020 - 08.2022

Team Leader - Employee Relations

Cognizant Technologies solutions ltd
06.2018 - 02.2020

Level-III Process Associate

C3I Support Services Pvt.Ltd
05.2015 - 05.2018

Level-1 Process Specialist

Dell International services Pvt.Ltd
07.2014 - 05.2015

Level-1 Process Associate

C3I Support Services Pvt.Ltd
05.2013 - 06.2014

Level-1 Process Executive

Sutherland Global Services
10.2010 - 01.2013

B-SC - Computer science

Osmania University

10+2 -

Sri Chaitanya junior college

10th standard -

St. Francis high school

Similar Profiles

CREATE PROFILE
SRIDHAR MALYALA