Vikyath Santhosh Rama
Hyderabad
Summary
Goal-oriented Operations Manager, dedicated to meeting team performance objectives and achieving set targets. Offering 7 years of extensive leadership experience. Committed individual, well-versed in providing thorough training, setting team goals, and developing innovative strategies. Superb oral and written communication skills, paired with excellent time management and leadership abilities. Adept at resolving conflicts and addressing emerging issues. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager
Amazon
Hyderabad
04.2024 - Current
- Developed and implemented operational procedures to ensure quality standards are met.
- Developed key performance indicators to measure effectiveness of operational processes.
- Managed teams of 20-50 associates, overall team and individual performance management, mentorship, capacity planning, delivery, reporting and adherence to tasks, volume, and quality.
Proficiency in ML data workflows, data collection methodologies, and ML data analysis.
• Undertook projects related to product launch, bug fixes, and user acceptance testing for efforts at worldwide level that enhanced productivity and delivery for more than 100+ data associates.
• Managed weekly service level targets and make sure productivity is maximized through team performance analysis, training, monitoring and feedback.
• Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
• Simplified of large size data on Microsoft Excel spreadsheets, submit and monitor tickets, and monitor productivity bottlenecks.
• Gave direct reports frequent, official, and informal feedback, ensuring ideal degree of productivity and efficiency is attained.
• Developed add-on tools in partnership with process excellence team, tech team and associates to improve productivity by ~20%.
• Analyzed performance results and implement improvements through objective coaching and counseling team.
•Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
• Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
• Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
• Accomplished multiple tasks within established time-frames.
Team Manager
Mediamint
06.2022 - Current
- Cross-trained teams thereby reducing team size as per recorded utilization, increased productivity was up by 15%
- Evaluated employee performance on Monthly basis and coached and trained team members, increasing quality of work and employee motivation
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures
- Recruited and trained high-performing team members, maintaining optimized customer service
- Coordinated team collaboration to share ideas and build best practices
- Developed performance measurement strategies, identifying areas for improvement
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Set aggressive targets for employees to drive company success and strengthen motivation
- Supported productivity increase and business growth through new hire training and mentoring
- Cross-trained existing employees to maximize team agility and performance
- Controlled costs to keep business operating within budget and increase profits
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Reporting/Team Manager
HCL Technologies
12.2016 - 05.2022
- Improvement areas and implementing adequate measures to maximize customer satisfaction level
- Performing audits and analysed to ensure optimal performance of the production environment
- Documenting and maintaining System Inventories and Operational Protocols
- Client Relationship Management: Leading, mentoring & monitoring the performance of the team members to ensure efficiency in process operations and meeting of individual and group targets
- Proactive in using agile methodologies to meet the pre-set KPIs
- Identifying improvement areas based on client feedback
- Raising the productivity and quality of work and creating business process documents (Flow Diagrams, Charts, Presentations) using tools such as Word, Excel and PowerPoint
- Team Management: Maintaining team performance level and sharing the areas of improvement to increase customer satisfaction
- Participating in the department level activities such as Rewards & recognition and other initiatives taken by the department/ Improving team's quality performance by providing feedback on weekly basis on soft skills for the team
- Led employee relations through effective communication, coaching, training, and development.
Remote User Administrator
C3I SUPPORT SERVICES
06.2015 - 12.2016
- Worked different stations to provide optimal coverage and meet production goals
- Trained new team members by relaying information on company procedures and safety requirements
- Coached team members in techniques necessary to complete job tasks
- Worked with design teams, project managers and business analysts to create intuitive and easy-to-use software
- Converted abstract ideas and requirements into user personas and storyboards
- Used Agile planning principles to deliver tailored solutions that met customer requirements
- Managed computer operation scheduling, backup, storage and retrieval functions
- Backed up company data to distributed storage centers to avoid massive data loss.
Technical Process Associate
Wipro Pvt Ltd
05.2014 - 06.2015
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations
- Identified and resolved process issues to drive optimal workflow and business growth
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Process Associate
Oceanic e-tech
07.2013 - 03.2014
- Educated customers on company systems, form completion, and access to services
- Responded to customer calls and emails to answer questions about products and services
- Boosted customer service satisfaction ratings through consistent quality control
- Approved and terminated customer contracts upon request
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
Education
Bachelor of Science - Computer Science
Chaitanya Bharathi Institute of Technology, Osmania University
Hyderabad10.2013
Skills
- Project Management
- Risk identification
- Risk mitigation planning
- Quality assurance
- Account management
- Change Management
- Performance Tracking and Evaluation
- Organization and Time Management
- Performance Coaching
- Operational Excellence
- Stakeholder Management
Certification
- PRINCE2 Agile Foundation, 01/01/23
- PRINC2 Agile Practitioner, 01/01/23
- Six Sigma Green belt, 02/01/23
Accomplishments
- Increased customer satisfaction by 20% by implementing numerous process improvements.
- Was awarded best employee of the year thrice.
- Achieved certification through the Institute of Axelos as PRINCE 2 Agile Practitioner.
Timeline
Operations Manager
Amazon
04.2024 - Current
Team Manager
Mediamint
06.2022 - Current
Reporting/Team Manager
HCL Technologies
12.2016 - 05.2022
Remote User Administrator
C3I SUPPORT SERVICES
06.2015 - 12.2016
Technical Process Associate
Wipro Pvt Ltd
05.2014 - 06.2015
Process Associate
Oceanic e-tech
07.2013 - 03.2014
Bachelor of Science - Computer Science
Chaitanya Bharathi Institute of Technology, Osmania University
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