Syamalarao Guntamukkala
Hyderabad
Summary
Dynamic professional with a robust focus on Operations and Quality Assurance, targeting roles within the Retail and BPO sectors. Committed to enhancing organizational performance through Strategic Leadership and Innovative Quality Management practices.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Manager
Apollo Hospitals
Hyderabad
12.2023 - Current
- Enhanced audit processes using Time and Motion Study methods, resulting in a significant increase in sample audits from ~620 to ~1200
- Conducted detailed investigations and analyses of escalated cases referred by the leadership team.
- Organized biweekly, monthly, and quarterly one-on-one meetings with direct reports to ensure performance improvements.
- Achieved a 19% improvement in quality scores within three months through strategic initiatives, including robust training programs, regular calibration sessions, and resolving performance gaps.
- Maintained audit-to-audit variance at less than 10%, aligning with organizational goals.
Assistant Manager
Reliance Retail Ltd
Hyderabad
05.2022 - 12.2023
- Launched a CSAT program for customer support, and revamped external communications with 350 scenario-based templates.
- Cleared a backlog of approximately 530,000 reviews within four weeks, significantly improving operational throughput.
- Enhanced monthly sample audits from approximately 1,500 to approximately 8,000 through a Time and Motion Study, boosting quality scores from 72% to 89% within six months.
- Introduced vendor rewards, top quartile incentives, bottom quartile improvement programs, and a Tableau dashboard for actionable quality insights.
- Successfully led the implementation of a chatbot-based complaint management system, reducing backend complaints from 70,000 to 25,000. And also reducing headcount from 1,100 to 300, leveraging structured validations and RFM (Recency, Frequency, Monetary) analysis, the system improved operational efficiency and customer satisfaction.
Team Lead
Globiva Services Pvt Ltd
Kolkata
02.2020 - 05.2022
- Achieved CSAT targets by ensuring strict adherence to quality guidelines, leading to sustained customer satisfaction.
- Handled escalations by driving resolution through cross-functional collaboration.
- Provided crucial insights during stand-ups by interpreting trending analysis and status reports.
- Proactively addressed business issues through trend identification.
- Contributed to multiple Kaizen initiatives, reducing defect rates at the Kolkata site.
- Initiated proactive customer communication during festive seasons, leading to a reduction in the average contact rate for late deliveries from 23% to 15%.
- Proactively tracked and analyzed team KPIs, providing strategic insights that informed continuous process enhancements and corrective measures.
Sr. Front-End and Back-End Officer
Indiabulls Consumer Finance
Hyderabad
11.2018 - 12.2019
- Ensured accurate and timely processing of cash, cheque, and digital wallet payments (Paytm, Dhani App), maintaining financial integrity across multiple platforms.
- Supervised a team of analysts, allocating tasks, and tracking progress to ensure timely completion and alignment with performance goals.
- Optimized monitoring of unpaid amounts, implementing strategies that reduced outstanding payments, and improved collections efficiency.
Jr. Officer
HDB financial Services
Hyderabad
08.2016 - 11.2018
- Streamlined handover process for monetary tasks, ensuring reliability in operations.
- Streamlined agency front-end system connections to digital management services, boosting workflow efficiency.
- Optimized vendor ID card tracking processes to maintain consistency across regional and central teams.
Education
MBA - Marketing & Human Resources
Biju Patnaik University of Technology (BPUT)
Rourkela10-2022
B.Com - Commerce
Telangana University
Nizamabad05-2016
Skills
- Team building
- Performance monitoring
- Operations management
- Quality assurance analysis
- Lean six sigma
- Process mapping
- Operational excellence
- Process automation
- Process optimization
- Change management methodologies
Certification
- Certified Lean Six Sigma Black Belt from Simplilearn, 2024
- LinkedIn Learning Certification in Team Management and Conflict Management, 2024
Accomplishments
- Awarded the inaugural Zomato Co-Pilot Program for exceptional problem-solving and significant contributions to enhancing customer support, presented by cricket legend Mr. Anil Kumble.
Timeline
Assistant Manager
Apollo Hospitals
12.2023 - Current
Assistant Manager
Reliance Retail Ltd
05.2022 - 12.2023
Team Lead
Globiva Services Pvt Ltd
02.2020 - 05.2022
Sr. Front-End and Back-End Officer
Indiabulls Consumer Finance
11.2018 - 12.2019
Jr. Officer
HDB financial Services
08.2016 - 11.2018
MBA - Marketing & Human Resources
Biju Patnaik University of Technology (BPUT)
B.Com - Commerce
Telangana University
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