Srikanth Reddy Kalluri

• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Strengthened operational efficiency to remain cost-effective while maintaining quality service.
• Increased employee performance and job satisfaction to strengthen retention and engagement.
• Developed strategy to increase sales and drive profits.

• Started with Samsung Pre-Sales Program called ePromoter
• Initially FTE was 40 and eventually we ramped up to 200+ FTE by 2022 January
• Client revenue contribution moved from $1M to $100 within 2 years span
• Company PNL moved 15% with ePromoter LOB
• Increase in client incentives for team due to extraordinary performance

• Altice Mobile is a telecom company which is a carrier-based company (MVNO)
• Visited Las Vegas (US) in the month of Sept/Oct’19 to get trained
• Ramped up the program to 100+ FTE within the span of 45 days
• Altice Mobile is a Messaging support with AI chatbot implementation
• Requirement is to meet the client KPI and SLA goals

• ECommerce Post-Sales Support
• Opportunity provided to handle Post Sales team, initially started with 5 FTE gradually by January’18 ramped up to 60 FTE
• Focus was on taking care of Post Sales inquiries
• Various initiates were taken to streamline the program
• Identify a set of associates as Problem Managers who takes care of recurring issues
• Identified few associates to improve Knowledge base articles
• Supervisors to help the associates on on-going issues
• Maintained Email & Chat SLA by dividing the team based on the volume projection
• Huddle calls to discuss on daily reported issues by team and to share the solution
• Coordinate with reporting team and manage as per client instructions
• Train staff on new updates and to closely monitor about adherence
• Implement standard reporting procedures
• Attend professional workshops for program improvement

LOB: Samsung Electronics (USA)

Focus was on pre-sales and help the customers in placing orders
Led a team of 20 members to help the US customers on Samsung Mobile related issues
To share team scores and touch base with bottom quartile
Prepare presentations for internal and external KPI review
Performance management of the team
To orient new joiners on process related activities
Train staff on new updates and to closely monitor their adherence
Attend professional workshops for program improvement
Weekly monthly presentations on performance with internal management and clients
Collaborate with Internal training and QA teams on client updates and cascade to team
To attend weekly external calls with clients and share the weekly performance
Weekly knowledge base calls with clients to have insights on latest changes in program material
Focus on bottom performing team and groom them to achieve the targets

• To help the team with subject knowledge and troubleshooting
• To help the team on unresolved issues
• To manage supervisory chats and escalations
• Weekly DSAT analysis to coach the team on areas of improvement
• To take care of the team in the absence of team lead
• Share the program daily and weekly updates with the team

• ESupport Officer, – ISP (USA) support
• To handle chats related to Earthlink ISP
• To meet weekly and monthly targets
• Rewarded as Best Employee of program during the year 2009

• Awarded as best team lead (Zenith) on service delivery of operations in the year 2014 & 2018
• Proficient in Chat Tool (LivePerson/LiveEngage) development and got trained onsite (US Atlanta)
• Helped in upgrading the LivePerson chat tool as Samsung made UI changes in 2015
• Helped in developing the AI Chatbot for Samsung and gave a demo Clients to transition from chat platform to messaging support platform
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