TVV Gangadhara Rao
Hyderabad
Summary
A dynamic professional with 18 years of rich experience in Business Process outsourcing with key focus on producing "Sustainable results through operational rigor and governance." Extensive experience in delivering large engagements. Managed accounts worth $25M. Responsible for customer relationship, service performance, P&L and people management. Excellent in Digital marketing, Customer service, Customer Success. Managed Customer Success teams with an ACV of $145M. An effective leader with strong communication, analytical and reasoning skills, relationship management, co-ordination, and organization development skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
General Manager
Cognizant
Hyderabad
08.2020 - 08.2024
- Responsible for managing end-to-end service delivery for two U.S.-based clients, managed through 500 FTEs in EdTech and AdTech—voice and non-voice.
- Responsible for revenue and CP margins: $25 million over the deal period.
- Managed multiple sub-tracks spanning across various skill sets: Implementation, Technical Support, Customer Success, Community, Customer Service, and Sales.
- Promoted business profitability by tracking performance indicators and driving corrective actions.
- Responsible for creating RFPs and acquiring new business.
Operations Manager
Automatic Data Processing
09.2018 - 03.2020
- Accountable for managing end-to-end payroll operations for 22 national accounts of ADP, managed through 100 FTEs.
- Provide support for benefits and payroll queries through a 24/7 omnichannel contact center, including incoming calls, emails, and chat.
- Managing customer experience through effective collaboration with internal and external stakeholders.
- Implemented operational strategies to build customer loyalty and retention.
- Trained and mentored a high-performing team through regular performance reviews, individual feedback, and professional coaching.
Service Delivery Manager
Cognizant Technologies Solutions
07.2016 - 09.2018
- Managed a portfolio of 150 skilled, Digital Marketing-certified team members who empower clients, large and small, to advertise online by providing quality support.
- Responsible for the campaign setup || Implementation || Optimization ||Reporting pertaining to DoubleClick Bid Manager. (DV360)
- Managed Platforms customer support across DV 360, CM 360, and SA 360 over phone, chat, and email.
- Interface with Google stakeholders to achieve clients' advertising goals across Search, Display, and YouTube, thereby driving business growth in partnership with clients.
- Develop and manage promising change processes and improvement projects for our external partner
- Partnering closely with cross-functional teams to identify process, training opportunities, and build training solutions.
- Spearhead the process of transitioning from overseas locations and executing transition projects that require smooth and seamless migration of business processes.
Manager Operations
Amazon
03.2012 - 10.2015
- E-commerce: Managing end-to-end seller support operations for sellers selling on the Amazon platform across the UK, US, and India (phone, chat, and email).
- Responsible for managing a team of 6 Team Supervisors, 6 Team Leads, and 130 Associates.
- Responsible for achieving day-to-day key SLAs.
- Manage the executive escalations team: handle escalations sent to the CEO of the organization.
- Implement performance goals, monitor, and evaluate against pre-set goals, implementing action plans to resolve performance barriers as needed.
- Regularly review and analyze key metrics across the site to identify root causes, and formulate solutions to improve performance.
- Oversee the effective implementation of the short-term staffing plan and scheduling adherence in partnership with workflow.
Operations Manager
GE Money
Hyderabad
08.2006 - 02.2012
- Collections: Spearheading responsibility for managing coaching and performance development pertaining to the Collections Shop of over 180 heads.
- Liaising with the Workforce Management Team, Training Team, Voice Team, HR, and other functions to ensure the achievement of all collector and performance metrics on a monthly basis.
- Accountable for meeting business goals on collection efficiency, collector metrics, AHT, call quality, and attrition.
- Customer Service: Responsible for providing customer service for multiple clients across the NA region over the phone (Ikea, JC Penney, Kirkland's, GAP, and PayPal).
Medical Representative - Stockist
Cipla
Visakhapatnam
04.2001 - 07.2007
- Responsible for promoting drugs to Medical shops & RMP's on behalf of the stockist
- Responsible for achieving sales targets.
- Responsible for stock availability and delivery.
Education
B.Sc - Biochemistry
Andhra University
Visakhapatnam, INDIA03-2001
Skills
- Digital Marketing (gTech and gCare)
- E-commerce - Amazon Seller Support
- Customer Success - SAAS - B2B
- Coaching and Performance Development
- Project Management
- Quality Management
- People management
- Customer Service
- Service Delivery Management
- EdTech
- Transition Management
- Business Development
- Multimillion-dollar P&L management
- Change Management
Certification
- Six Sigma Green Belt.
- Deeply Practical Project Management.
- PMP
- Digital Marketing Certified Associate.
- Change Management. Certification (from Cognizant)
- Advanced Search Engine Optimization
Social Link
https://www.linkedin.com/in/tvvgangadhararao/
Timeline
General Manager
Cognizant
08.2020 - 08.2024
Operations Manager
Automatic Data Processing
09.2018 - 03.2020
Service Delivery Manager
Cognizant Technologies Solutions
07.2016 - 09.2018
Manager Operations
Amazon
03.2012 - 10.2015
Operations Manager
GE Money
08.2006 - 02.2012
Medical Representative - Stockist
Cipla
04.2001 - 07.2007
B.Sc - Biochemistry
Andhra University
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