Sunitha Rayaprolu
Hyderabad
Summary
Dynamic Program Manager with extensive experience at Microsoft Services, excelling in vendor management and strategic planning. Proven track record in achieving cost savings and enhancing service levels. Adept at leading cross-functional teams and driving customer engagement initiatives, fostering strong relationships, and optimizing processes for continuous improvement.
Overview
17
17
years of professional experience
Work History
Program Manager (VM Operations)- Business Support
Microsoft Services Global Delivery (India) Pvt. Ltd. - Aditi Tech Consulting
HYDERABAD
11.2023 - 05.2025
- Managed vendor relationships to ensure timely service delivery for project teams.
- Demonstrated excellence in collaborating with senior business managers, directors, and practice leaders, ensuring successful project outcomes, and fostering strong professional relationships.
- Negotiated contracts, achieving cost savings and improved service levels.
- Oversaw vendor budget management by tracking invoices and purchase orders.
- Reviewed Statements of Work (SOWs) and created Purchase Orders (POs) for efficient transactions.
- Led cross-functional teams to resolve supplier and project team issues.
- Coordinated with stakeholders to define project requirements and align deliverables.
- Conducted end-to-end process monitoring from candidate introduction to exit for accuracy and regulatory compliance.
- Maintained strict adherence to project schedules by proactively tracking vendor performance and swiftly resolving bottlenecks to ensure timely deliverables.
- Prepared and consolidated resource billing data for monthly invoicing and financial reconciliation.
- Streamlined ideas management process from submission to implementation.
Group Customer Care Manager (GCCM)
MARUTI SUZUKI’S, Varun Motors Pvt Ltd
Hyderabad
01.2021 - 11.2023
- Supervised 130 team members across 14 branches in Hyderabad and six outlets in Telangana.
- Managed daily targets, assessed team performance, and coordinated communications with MSIL Regional Office.
- Conducted training for new hires, facilitating onboarding and comprehension of customer care activities.
- Resolved disputes among Varun Motors, customers, and company to enhance customer satisfaction.
- Streamlined data management processes, maintained records, and prepared analytical reports.
- Strategized and implemented customer engagement initiatives, achieving highest inflow workshop status in Region.
- Contributed to business development and expansion planning efforts.
Customer Care Manager
MARUTI SUZUKI’S, Varun Motors Pvt Ltd
Hyderabad
01.2018 - 01.2021
- Led the Customer Care Team, ensuring seamless operations and high customer satisfaction.
- Coordinated front office activities, managed customer engagement initiatives, and conducted daily management meetings.
- Implemented customer care systems to enhance customer satisfaction and proactively address grievances.
- Successfully met workshop targets, managing workload and labor efficiently.
- Maintained records, managed email correspondence, and downloaded Customer Engagement Index (CEI) reports.
Customer Relations Officer (CRO)
Concorde Motors (I) Limited, TATA MOTORS
HYDERABAD
04.2009 - 01.2018
- Directed customers to services, fostering loyalty through timely support.
- Coordinated with Service Advisors to enhance customer interactions and service delivery.
- Managed front office operations, including analysis of Customer Satisfaction Index reports.
- Registered jobs and organized educational meetings and monthly camps to increase community engagement.
- Followed up with customers post-service to resolve complaints and maintain satisfaction.
- Built customer relations through telemarketing, effectively driving new visits.
- Conducted daily management meetings to review performance metrics and address challenges.
Computer Operator / Office Assistant (P.A.)
BHEL
Hyderabad
01.2008 - 03.2009
- Executed data entry and managed work orders for cash collection and billing advice.
- Maintained project files and corresponded with clients to facilitate effective communication.
- Scheduled appointments while managing telecommunications to optimize operational efficiency.
- Responded promptly to incoming calls, ensuring a positive client experience.
Education
Master of Business Administration - HR
JNTU
Hyderabad, India01.2021
Bachelor of Science -
Periyar University
Chennai, India01.2012
Skills
- Project management and IT vendor management
- Vendor procurement and budget tracking
- Invoice validation and problem-solving
- Strategic planning and team leadership
- Process optimization and data analysis
- Customer engagement and time management
- Recruitment and onboarding management
- Training coordination and employee relations
- Conflict resolution and report generation
- Scheduling and performance tracking
- Financial reconciliation
Disclaimer
In view of the above, I request you to be kind enough to give an opportunity to serve your esteemed organization in the capacity mentioned above, for which act of kindness, I shall be very thankful and grateful to you.
Relevant Certifications
- Soft skills training Program from Tata Motors
- Customer Relation Ship Manager Training from Tata Motors (Pune) 2017
- Project Management Fundamentals from LinkedIn and Udemy
Proficiency
PMO
- IT VMO
- Vendor Management
- Procurement
- Business Development
- Budget Tracking
- Purchase Order (PO) Creation
- Invoice Validation
- Problem-Solving
- Strategic Planning
- Team Leadership
- Processing Optimizing
- Data Analysis
- Customer Engagement Initiatives
- Training
- Mentoring
- Continuous Improvement
Timeline
Program Manager (VM Operations)- Business Support
Microsoft Services Global Delivery (India) Pvt. Ltd. - Aditi Tech Consulting
11.2023 - 05.2025
Group Customer Care Manager (GCCM)
MARUTI SUZUKI’S, Varun Motors Pvt Ltd
01.2021 - 11.2023
Customer Care Manager
MARUTI SUZUKI’S, Varun Motors Pvt Ltd
01.2018 - 01.2021
Customer Relations Officer (CRO)
Concorde Motors (I) Limited, TATA MOTORS
04.2009 - 01.2018
Computer Operator / Office Assistant (P.A.)
BHEL
01.2008 - 03.2009
Master of Business Administration - HR
JNTU
Bachelor of Science -
Periyar University
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