SRINIVAS NISTALA

Client Acquisition:

• Successfully acquired and onboarded new clients by acting as a primary point of contact, understanding their needs, and providing tailored resource solutions.
• Cultivated strong client relationships by serving as a key liaison between clients and internal teams, ensuring seamless communication and resource alignment.
• Drove business growth through effective client engagement, resulting in the successful placement of resources and the expansion of client accounts.
• Managed resource allocation by analyzing client requirements and strategically deploying the most suitable talent from the existing bench.
• Optimized resource utilization by matching client needs with available skills, ensuring efficient and effective project staffing.
• Provided expert consultation to clients on resource selection, offering solutions that aligned with both project scope and budget constraints.
• Streamlined the onboarding process by collaborating with CAMs and clients to ensure all necessary resources and information were in place.

Account Management:

• Directed the operations of 16+ client accounts and supervised a team of 65+ resources, ensuring adherence to SLAs and achievement of all goals.
• Served as the Single Point of Contact (SPOC) for all client inquiries, requests, and issue resolution, which strengthened client relationships and satisfaction.
• Managed escalations and swiftly resolved issues to uphold client satisfaction and retention.
• Cultivated and maintained strong relationships with key stakeholders, including clients, management, and internal teams, to ensure alignment and collaboration.
• Supervised team tasks, set priorities, delegated responsibilities, and provided constructive feedback to enhance performance.
• Facilitated cross-functional collaboration to meet client requirements and enhance service delivery.
• Effectively defused team conflicts and fostered a productive work environment.

Global Bench and Resource Management:

• Collaborated with the recruitment team to identify and onboard top-tier talent. Conducted regular skill assessments to align employee capabilities with client needs and future business objectives.
• Partnered with key stakeholders, including clients, management, and internal teams, to ensure seamless information sharing, efficient resource allocation, and cohesive project delivery.

• Cultivated and maintained positive relationships with clients to bolster satisfaction and ensure long-term loyalty.
• Served as the primary point of contact for clients, ensuring prompt response to inquiries and requests.
• Devised and executed strategies to enhance client satisfaction and retention, resulting in a 20% increase in client renewal rates.
• Collaborated with internal teams to address client needs promptly and resolve issues in a timely manner.
• Stayed abreast of industry trends and competitor activities to offer valuable insights to clients, driving a 15% increase in client retention.
• Ensured strict adherence to company policies and procedures, guaranteeing compliance across all client interactions.

For a Dedicated Client: (E-commerce-Operations Manager at Avalon Optics, Procular Australia, UK, USA)

• Maintained and updated WordPress websites, consistently enhancing user experience and driving a 25% increase in website traffic.
• Oversaw day-to-day order fulfillment, returns, transfers, and replenishment shipments, resulting in a 30% decrease in stock loss through efficient planning and exceptional customer service.
• Managed sales on Amazon (UK, AU/NZ, EU, and USA) and eBay (AU/NZ), contributing to a 40% increase in online sales revenue.
• Led monthly and quarterly business reviews, leveraging sales and operational data to drive strategic decision-making and improve overall performance.
• Collaborated with digital marketing and social media teams to optimize website performance, resulting in a 15% increase in conversion rates.
• Implemented best practices to streamline customer order fulfillment processes, enhancing team efficiency and productivity by 25%.

• Delivered exceptional customer service to banking clients via phone, ensuring high satisfaction levels.
• Managed a high volume of 100+ inbound calls and inquiries, efficiently handling account balances, transaction histories, and online banking assistance.
• Successfully cross-sold and upsold banking products and services based on customer needs and interests.
• Actively participated in ongoing training and development programs to enhance product knowledge and customer service skills.
• Ensured adherence to regulatory and operational policies and procedures in compliance with banking industry standards and regulations.
• Managed a queue of critical escalation calls, resolving difficult challenges and preventing customer churn by providing comprehensive and empathetic solutions.
• Consistently exceeded individual and team performance goals related to customer service, sales, and quality assurance metrics, demonstrating improvement in key performance indicators.
• Served as a Subject Matter Expert (SME), providing in-depth guidance and support to junior team members on complex products and processes.
• Developed and led training sessions for new hires and existing staff, significantly reducing ramp-up time and increasing overall team proficiency.

• Manage candidate escalations and address queries related to GMAT, PTEA, and American states regulatory examinations.
• Respond to email queries promptly and accurately, ensuring timely resolutions for candidates taking regulatory examinations.
• Coordinate with test centers and candidates to streamline examination administration and resolve scheduling and exam related conflicts.
• Handle incidents during examination administration, troubleshoot technical issues, and offer timely support to candidates.
• Deliver exceptional customer service to ensure a positive experience for candidates throughout the examination process.
• Participated in a pilot online proctoring program for Facebook Blueprint, providing early feedback and contributing to the development of a new testing framework.
• Conducted rigorous beta testing of the online proctoring platform, identifying and reporting technical bugs and user experience issues to the development team.
• Validated a new system for online exam delivery, ensuring a secure and reliable experience for future test-takers and demonstrating a commitment to quality assurance.

• Provided detailed information to candidates regarding examination requirements, test dates, and registration processes for migration to the UK or USA for further studies.
• Assisted candidates with booking examination appointments and efficiently handled cancellations and rescheduling requests, ensuring a seamless process.
• Responded to customer inquiries via calls, email and various communication channels regarding the International English Language Testing System (IELTS), ensuring timely and accurate information and support.
• Addressed customer questions and concerns and provided comprehensive information on course offerings and pricing for the courses and services offered by British Council.
• Managed customer interactions and maintained accurate records of customer inquiries, as well as tracked sales leads and conversions using Salesforce CRM.
• Participated in ongoing training and development programs to enhance product knowledge, customer service skills, and sales techniques.
• Fostered a positive and collaborative team culture by sharing best practices and providing support to colleagues, contributing to a cohesive and effective team environment.