Uday Kiran Kalloji
Hyderabad
Summary
Results-driven Group Manager with over 8 years of progressive managerial and tactical business leadership experience. Demonstrated ability to lead and inspire teams towards the attainment of organizational objectives. Proficient in cultivating a harmonious and high-performance work atmosphere, adept at coordinating tasks, optimizing resource utilization, and devising effective strategies to enhance team productivity. Experienced in project management, resource allocation, and performance assessment with a commitment to elevating team efficiency and achieving exceptional outcomes within a culture of excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Group Manager
Amazon
02.2021 - 02.2024
- Digital Device and Alexa Services- Responsible for leading a team of 120+ employees; overseeing operational performance and all metrics/KPIs for Amazon customer service; Own site initiatives for people and process development
- Customer Advocacy: Advocate for the customer within the company, ensuring their feedback and concerns are heard and addressed by the appropriate teams
- Stakeholder and Investor Management: Led successful stakeholder and investor management initiatives, fostering strong relationships and aligning business objectives with stakeholder expectations. Utilized effective communication and strategic planning to engage stakeholders, resulting in increased confidence and support for organizational initiatives
- Program Management: Led cross-functional program management initiatives, overseeing the successful execution of complex projects from initiation to delivery. Utilized robust planning, communication, and risk management strategies to ensure alignment with organizational goals and objectives. Drove continuous improvement through data analysis and stakeholder feedback, optimizing processes and enhancing overall program efficiency and effectiveness
- Piloted the UK customer experience virtual teams of 80+ employees. Hired, setup, trained and led the virtual pilot teams at all India sites (Pune, Delhi, Kolkata, and Hyderabad)
- Managing the career growth and development of teams by driving focus on Amazon's Core Values
- Developing strategies in terms of people, processes, and technology to enhance the entire customer support experience
- Utilizing business data and analytics to give all pertinent stakeholders insight so they can drive change and enhance the customer experience
- Supporting the team's culture and vision through individual and team performance objectives and goals, real-time service level monitoring, schedule adherence, and accountability for the team's performance goals
- Extensive experience in process/project transitions, remote and onsite
- Represent team delivery in Weekly/Monthly/Quarterly Business Reviews to Leadership
- Hire and constantly mentor best talents to help accomplish performance goals of the site
- Work on systemic and operational escalations to ensure no impact to business
Team Manager
Amazon
03.2017 - 01.2021
- Handle team of 18-20 tech. support associates, responsible for their all-round performance. Mentor them, coach them to ensure their contributions impact organization in positive way
- Publish, monitor, and analyze critical performance metrics like SLA, business scorecard, PTL, NPT, Lost hours, shrinkage control, occupancy, attrition control and other efficiency gauging metrics
- Dive deep into issues impacting performance; liaise with tech, business and leadership teams and fix them
- Served as Production Training Manager for IN and UK new hire associates, simultaneously handling core teams
- Work on projects to maximize performance, minimize costs, Kaizen and several other improvement initiatives
- Built and maintained relationships with team, increasing motivation and team spirit.
- Inspired and managed teams in operational improvement, increasing motivation and productivity.
- Led recruitment, hiring and onboarding activities, training new joiners in operational processes and conducting probationary performance reviews.
- Monitored team performance, ensuring compliance with guidelines and regulations.
Education
MBA - Finance And Information Technology
Pendekanti Institute of Management
Hyderabad, TG06-2014
Bachelor of Commerce - Computer Science
St. Mary’s Degree College
Hyderabad, TG04-2012
Skills
- Customer advocacy
- Operational management
- Risk assessment and Mitigation
- Conflict resolution and Decision-making
- Vendor/Stakeholder management
- Leadership skills
- Strategic thinking and Problem-solving
- Team management and development
- Project management
- Conflict resolution and Decision-making
- Performance Improvement
- Customer Relations
- Continuous Improvement and Business Development
- Strategic Planning
Certification
- Certified Lean Six Sigma Green Belt from KPMG - Jan 2016
Accomplishments
- Employee of the Year - Amazon (2020) For effectively and efficiently managing the UK and IN team performances, ranking 1st across network for entire year
- Best Team Award - Amazon (2021, 2022)
- Successfully managed and led New-Hire onboarding of 350+ employees with a graduation rate of 98%
- Led the pilot batch for UK virtual team (voice and non-voice), starting with 30 head count and expanded to 350 head count
- Tracked unattended contacts, increasing throughput, and improving customer experience from 87% to 95% week on week
- Orchestrated New Hire goodies delivery across India site, collaborating with Training and logistics partners in 2023
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Upper Intermediate (B2)
B2
Affiliations
- Gym
- Singing
- Travelling
- Reading
- Cooking
Timeline
Group Manager
Amazon
02.2021 - 02.2024
Team Manager
Amazon
03.2017 - 01.2021
MBA - Finance And Information Technology
Pendekanti Institute of Management
Bachelor of Commerce - Computer Science
St. Mary’s Degree College
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