Venkata Ram Reddy Marthala
Operations Team Lead
Hyderabad
Summary
Dynamic Operations Team Lead with a proven track record at Flutter International, adept in operational excellence and stakeholder management. Elevated team performance, achieving high customer satisfaction.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Operations Team Lead
Flutter International
Hyderabad
11.2021 - Current
- Internally promoted to Team Lead position in November 2021 and managed a team of minimum of 12 people.
- Oversee daily operations of customer support team, ensuring efficient resolution of customer inquiries and issues.
- Train, mentor, and coach customer support representatives on product knowledge, communication skills, and problem-solving techniques.
- Prepare and analyze reports on team performance, customer satisfaction, and service level agreements (SLAs) for senior management.
Customer Support Advisor
Flutter International
Hyderabad
09.2019 - Current
- The job role involved account validation of players regarding playing with real money upon successful verification of their KYC following guidelines.
- Resolving the player queries via Chat and Email regarding the verification of their documents and account.
- Resolving issues regarding deposits and withdrawals on their accounts.
Customer Resolution Representative
Synchrony Financial Inc
Hyderabad
04.2019 - 09.2019
- Resolving customer complaints by investigating the procedure followed by the agents on customer accounts.
- Providing feedback to agents by listening to their recorded calls if they fail to do the process adequately and helping the customer if they face issues due to improper action by the agent.
- Writing down the resolution to the complaint based on the observations on the account.
- Closing the complaints in the stipulated time frame with excellent quality.
Education
Master of Science - Mechanical Engineering
Riga Technical University
Riga. Latvia 01.2015 - 01.2017
Skills
Operational Excellence
Documentation
Stakeholder Management
Customer Relations
Team Training
Problem-Solving
Interpersonal Skills
Performance monitoring
Quality Assurance
Hobbies
- Reading books
- Playing Badminton.
Timeline
Operations Team Lead
Flutter International
11.2021 - Current
Customer Support Advisor
Flutter International
09.2019 - Current
Customer Resolution Representative
Synchrony Financial Inc
04.2019 - 09.2019
Master of Science - Mechanical Engineering
Riga Technical University
01.2015 - 01.2017