Virvyankat Vanka
Kukatpally
Summary
Seeking a challenging and progressive career using inherent strength and qualities to contribute towards the organizational goals and perspective.
Extensive experience in customer support management, including handling customer inquiries, resolving escalations, and ensuring prompt and effective issue resolution.
Strong leadership skills with a demonstrated ability to motivate and inspire teams to achieve goals and deliver outstanding results.
Proficient in utilizing customer support tools and technologies, including CRM systems and ticketing software.
Overview
10
10
years of professional experience
Work History
Team Manager
Amazon Development Center India Pvt. Ltd
01.2021 - Current
- Administered monthly and annual reviews to direct reports for team of 25-27 Associates for VCS chat support process for North America.
- Set clear and measurable goals, action plans, and follow-up procedures and leading employee relations through effective communication
- Coaching, training and developing team to deliver high standard of customer experience.
- Evaluated employee performance by ensuring core matrices - RAP, CHT, Shrinkage and PTL are met.
- Drove performance of staff by creating conducive and positive work atmosphere and providing timely support to Associates for best customer experience on the platform.
- As Team leader and site POC, ensuring all compliances are met and keeping team Morales high for delivering consistent performances throughout year.
HTM (Holiday Team Manager)
Amazon Development Center India Pvt. Ltd
06.2020 - 01.2021
- Managing team of 12-15 Associates to act as a Resolution Specialist for on call and chat support.
- Coaching team on providing resolution to customer complaints and instituting culture of customer first amongst Associates.
- Making team aware of policy and compliances and managing escalations from customers.
- Ensuring PRR (Positive Response Rate) for Associates by guiding them on responsiveness during various customer support situations.
Level 2 Associate & Resolution Specialist
Amazon Development Center India Pvt. Ltd
04.2015 - 01.2020
- As a resolution specialist, understanding customer needs and keeping composure while handling customer complaints.
- To make sure that customers seeking resolution has best experience in getting their issues resolved timely.
- To address Inline customer issues without further escalations and managing escalations in exceptional cases.
- Coach agents to navigate through systems to find requisite information.
- Achieving PRR(Positive Response Rate) goal every week for both Inline and Escalation contacts.
Business Analyst
Cognizant technology Services (UBS Financial services)
09.2013 - 04.2015
- As Business Analyst, analyzed departmental documents for appropriate distribution and filing
- Publishing daily start of the day reports
- Verified data integrity and accuracy for ensuring correct data publishing.
Education
Master of Business Administration (Finance) -
Mallareddy Institute of Management
Hyderabad, India03.2013
Bachelor of computer application -
Maharashtra University
Nagpur, India03.2011
Skills
- MS office (Word, Excel, Power point)
- Team management (Managed team size of more than 25)
- Conflict Resolution
- Performance Management
- Team Development
Projects
- Invalid duplicates
- Transfer rate reduction
Disclaimer
I hereby declare that the above particulars of facts and information stated are true, correct and complete to the best of my belief and knowledge.
Accomplishments
- Was awarded leader of the month twice during my tenure (Amongst 26 team leads in the organization).
- Have coached 100+ Associates to drive customer support in the organization.
- Was ranked 1st amongst all the Associates 4 times for best PRR (Positive Response Rate)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Telugu
Upper intermediate (B2)
Timeline
Team Manager
Amazon Development Center India Pvt. Ltd
01.2021 - Current
HTM (Holiday Team Manager)
Amazon Development Center India Pvt. Ltd
06.2020 - 01.2021
Level 2 Associate & Resolution Specialist
Amazon Development Center India Pvt. Ltd
04.2015 - 01.2020
Business Analyst
Cognizant technology Services (UBS Financial services)
09.2013 - 04.2015
Master of Business Administration (Finance) -
Mallareddy Institute of Management
Bachelor of computer application -
Maharashtra University
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