Sruthi Rao Muthayala
Operations Manager
Hyderabad,Kukatpally
Summary
Dynamic operations leader with a proven track record at Bank of America, excelling in team building and project management. Enhanced customer satisfaction through effective training and mentoring, while streamlining processes to boost efficiency. Recognized for resolving conflicts with empathy and driving employee productivity through strategic scheduling and performance evaluations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Manager of Operations
Bank of America
03.2010 - Current
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
- Coordinated with General Manager in different operational issues and promotional activities.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Streamlined operations by implementing efficient workflow processes and procedures.
- Conducted regular staff meetings to foster open communication, teamwork, and feedback exchange among team members.
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Enhanced employee productivity through regular training sessions and performance evaluations.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced operational risks while organizing data to forecast performance trends.
Customer Service Representative
Sitel
05.2008 - 03.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Bachelor Of Commerce - Commerce
Acharya Nagarjuna University
Hyderabad 05.2019
Skills
Training and mentoring
Project Management
Business Development
Team Building
Coaching and mentoring
Employee scheduling
Accomplishments
- Supervised team of 35 operators
- Documented and resolved operational challenges which led to customer delight
Certification
Risk & Compliance
Timeline
Risk & Compliance
09-2017
Assistant Manager of Operations
Bank of America
03.2010 - Current
Customer Service Representative
Sitel
05.2008 - 03.2010
Bachelor Of Commerce - Commerce
Acharya Nagarjuna University