Summary
Overview
Work History
Education
Skills
Software
Certification
Leadership and Volunteering Experience
Timeline
Hi, I’m

SHANMUKHA VENKATESH BODDEPALLI

Workflow Analyst
Visakhapatnam
SHANMUKHA VENKATESH BODDEPALLI

Summary

An enterprising result driven Workflow Coordinator offering proven history of excellent communication and empowering leadership. Industrious and meticulous with passion for streamlining processes to improve quality and productivity. Proficiency with workflow management software and demonstrated success in meeting client and management expectations

Overview

4
years of professional experience
10
years of post-secondary education
4
Certifications

Work History

Amazon
Vishakapatnam

Workflow Analyst
10.2022 - Current

Job overview

  • Lead the Real Time Management Team with 4 Real Time Analysts managing 300+ HC across 10 sites WW managing adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
  • Enforced real-time adherence in all work types within the scope of the operations
  • Monitored the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real-time events that contribute or impact negatively the execution of planned productivity hours to meet SLAs
  • Provided visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance
  • Worked on creation and optimization of schedules, allocating productive time based on interval-level staffing needs, following region-specific labor laws
  • Managed appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment
  • Developed and maintained a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
  • Recognized and communicated challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at the interval level
  • Coordinated with clients and vendors to determine project scope and define timelines for completion.

Amazon
Vishakapatnam

Real Time Analyst
06.2022 - 10.2022

Job overview

  • Monitored & reported schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence in real time for 8 functions with 300+ HC across 10 sites WW
  • Worked on real-time tickets related to profile changes, non-production request etc.,
  • Prepared and communicated daily handoff report to WFM leadership team on SL performance
  • Recognized and initiated escalation process for system outages and submitted tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained
  • Served as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnerships
  • Driven real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
  • Communicated and called out changes to incoming contact patterns to operations and the WFM team
  • Maintained real time communication with the WFM team and operations when callout's or changes need to be done
  • Supported changes within routing of the skills or profiles
  • Conducted root cause analysis , demonstrating decision making and complex problem solving capabilities by proactively gathering the right data from appropriate sources

Amazon
Vishakapatnam

Investigation Specialist
07.2021 - 06.2022

Job overview

  • Consistently Exceeded performance metrics along with Adherence and Quality throughout the tenure and was Awarded Employee of the Month/Quarter for Jan 22 and Q1 22
  • Active Member of the Pilot Testing Team giving feedback and suggested appropriate alternatives guiding the team for issue resolutions on various product launches
  • Maintained a Leave Tracker helping in effective management of shrinkage goals for the team
  • Actively managed by highlighting the queuing priorities based on need to Workflow management and guided the team to shift across different stacks according to the queue volumes
  • Trained and mentored fellow investigators on complex deep dives for effective resolutions
  • Active member of Gemba team and submitted successful requests documenting findings and prepared detailed reports resulting in process efficiency and better seller experience

Government of Andhra Pradesh
Vizianagaram

Ward Educationa and Data Processing Secretary
11.2019 - 07.2021

Job overview

  • Overseen Municipal School Program follow Up and inspection (Academic, Co- Curricular and Extra Curricular Calendar, Important Dates, and Programs such as Nadu Nedu, Mid-Day Meal, Sanitation, Infrastructure, etc.)
  • Updated the Daily report and was in-charge of Nagara Seva Center- Receive Grievance and Applications for service requests
  • Monitored Swatch Patasala Programme and Reported on the Utilization of Funds
  • Regularly updated the Data of beneficiaries for different social schemes, Scholarships and Basic Data of House Holds & MIS Reports
  • Prepared Monthly Report on Vital Statistics/ Birth & Death/ Spandana /School MIS Reports/ Mid- day Meal reports etc
  • Handheld 20 Volunteers for their Training and Capacity Building.
  • Maintained office supplies inventory by checking stock and ordering new supplies.

Government of Andhra Pradesh
Vizianagaram

Data Management Specialist
04.2021 - 06.2021

Job overview

  • Deputed towards Covid 19 Emergency for Effective Hospital Data Management & Vaccination at Sri Sai Super Specialty Hospital, Vizianagaram
  • Supervised Help Desk Managers and Arogya Sri Staff in Preparation of daily reports, updating and maintenance of data in COVID19.co.in website

Government of Andhra Pradesh
Vizianagaram

Technical Support Staff
02.2021 - 03.2021

Job overview

  • Deputed for 5th Ordinary Elections - Assisted Returning and Assistant Returning Officers in Publication of Election Notification and other Statutory schedules, Receiving candidate Nominations, withdrawals and processing Scrutiny of the applications, Preparation of List of Contesting Candidates and their online entries, Distribution of polling station allotment orders & Declaration of results
  • Team Lead – Special Surveillance & Data Management - Deputation

Government of Andhra Pradesh
Vizianagaram

Team Lead – Special Surveillance & Data Management
04.2020 - 10.2020

Job overview

  • Deputed to Covid 19 Emergency for Special Surveillance, Data Analysis & Management of the entire district in District Command and Control Center at District Magistrate & Disaster Management Cell, Collectorate for MoHFW (Ministry of Health & Family Welfare)
  • Preparation of Daily Report, Press Bulletin etc., regarding COVID 19
  • Presented various data visualizations using MS Excel, Power BI for effective monitoring
  • Effective management of data across platforms including G Suite Applications

Dr. Reddy's Foundation
Srikakulam

Trainer
08.2019 - 11.2019

Job overview

  • Trained the aspirants on an integrated module (Communicative English, MS Office, Basic Aptitude, Soft Skills, Communication Skills, Interview Skills, Work Readiness)
  • Published the entire Training plan / calendar of the center
  • Networking with guest lecturers / industry, to arrange field visits as part of the sector readiness module & Sensitizing employers towards employing our aspirants

Dr. Reddy's Foundation
Srikakulam

Center Associate and Community Mobilizer
04.2019 - 08.2019

Job overview

  • Initial counselling of aspirants, managing enquiries at center and training, conducting assessments and registration of aspirants
  • Managing Outsourcing activities related to outreach, Networking with local community representatives and other influential people
  • Upkeep and logistics required for day to day functioning of the center
  • Data entry related to office records/upkeep at center level

Education

Kalinga University
Raipur

Bachelor of Computer Applications from Computer Applications
08.2013 - 06.2016

University Overview

  • Graduated in First Division securing 66.21%
  • Represented the college Volley Ball and Table Tennis teams

Government Junior College
Srikakulam

High School Diploma
06.2009 - 04.2011

University Overview

  • Achieved B Grade securing 67.40 % in Biology, Physics and Chemistry as the main subjects.
  • Served as Class Representative and Students Committee Member

Sainik School Korukonda
Vizianagaram

Secondary School Certificate
06.2004 - 05.2009

University Overview

  • Represented the school volleyball team at south zone and inter zonal sports meet, Shooting and Philately club member

Skills

    Workflow Management

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Software

Alvaria/Aspect

Quicksight

MS Office & G Suite Applications

Asana

Slack & Amazon Chime

Hubble for Redshift

Certification

Certificate of Merit for National Adventure Programme

Leadership and Volunteering Experience

Leadership and Volunteering Experience
  • CATC & ATC – NCC March 2006 – October 2008 Participated in several Annual Training and Combined Annual Training Camps for 13 Andhra Battalion – NCC at Vizianagaram and Visakhapatnam
  • Volunteer / Blood Donor 2011 – Present Organized and donated blood for ASN Raju Charitable Trust Blood Bank, Gleneagles Global Hospitals Blood Bank, A.S. Raja Voluntary Blood Bank, Great Eastern Medical School and Hospital Blood Bank at Bhimavaram, Hyderabad, Visakhapatnam, and Srikakulam respectively.
  • Student Volunteer – NSS September 2011 – June2013 Organized and Participated in various health awareness programs at Kovvada, Gollala Koderu, Kumudavalli and Bhimavaram
  • Member - Student Organizing Committee and Medical Committee January 2015 for 66th Indian Pharmaceutical Congress (IPC) held at Hitex, Hyderabad

Timeline

Workflow Analyst
Amazon
10.2022 - Current
Real Time Analyst
Amazon
06.2022 - 10.2022
Investigation Specialist
Amazon
07.2021 - 06.2022
Data Management Specialist
Government of Andhra Pradesh
04.2021 - 06.2021
Technical Support Staff
Government of Andhra Pradesh
02.2021 - 03.2021

The Fundamentals of Digital Marketing

08-2020
Team Lead – Special Surveillance & Data Management
Government of Andhra Pradesh
04.2020 - 10.2020
Ward Educationa and Data Processing Secretary
Government of Andhra Pradesh
11.2019 - 07.2021
Trainer
Dr. Reddy's Foundation
08.2019 - 11.2019
Center Associate and Community Mobilizer
Dr. Reddy's Foundation
04.2019 - 08.2019

Data Processing Specialist

02-2019
Kalinga University
Bachelor of Computer Applications from Computer Applications
08.2013 - 06.2016
Government Junior College
High School Diploma
06.2009 - 04.2011

National Cadet Corps “A “Certificate

05-2008

Certificate of Merit for National Adventure Programme

03-2007
Sainik School Korukonda
Secondary School Certificate
06.2004 - 05.2009

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SHANMUKHA VENKATESH BODDEPALLIWorkflow Analyst