V Manindra Kumar
Hyderabad
Summary
Experienced Operations Leader with 18+ years in Service Desk and BPO environments, adept in IT support, billing, collections, and customer service across various communication channels. Demonstrated ability to lead teams effectively, manage operations, and implement strategic initiatives that drive efficiency. Known for optimizing processes to boost productivity and create positive team dynamics. Strong analytical and problem-solving skills, consistently achieving high performance standards.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Deputy Manager (Consulting – CBO - MHS)
Deloitte Support Services India Pvt Ltd.
Hyderabad
03.2021 - Current
- Assisted Service Desk Manager in overseeing daily operations, including ticket management and escalations.
- Led service desk team through performance management and training initiatives to enhance collaboration.
- Served as liaison between service desk and business units, facilitating clear communication with stakeholders.
- Contributed to service improvement through process enhancements, documentation updates, and audits.
- Utilized ITIL best practices to troubleshoot issues and deliver high-quality IT support.
- Ensured compliance with industry standards related to data privacy and IT security protocols.
- Generated performance reports and dashboards to analyze trends and identify improvement areas.
- Supported budget functions, including cost analysis and resource planning for vendor evaluations.
Assistant Manager (Enabling Areas - GCC - ITSD)
Deloitte Support Services India Pvt Ltd.
Hyderabad
03.2021 - 12.2024
- Oversaw full line management for Help Desk team, ensuring efficient task delegation and resolution of support tickets within SLA.
- Managed team of Help Desk Associates and Remote Technical Support Engineers to deliver first-level technical support through various channels.
- Documented service desk processes, conducted audits, and implemented regular improvements for enhanced efficiency.
- Coordinated performance reviews, sharing results with stakeholders to drive operational excellence.
- Focused on increasing user satisfaction while optimizing internal and external operations and systems.
- Ensured comprehensive support for users contacting Service Desk across multiple platforms, maintaining adherence to SLAs from request receipt to closure.
- Managed shift operations by reviewing ticket queues, voice call volumes, and team productivity, providing training as needed.
- Analyzed ticket trends and recommended actions to minimize incidents in collaboration with reporting manager.
Team Leader (Trainline, UK)
Sitel India Pvt. Ltd.
Hyderabad
05.2018 - 11.2020
- Managed work assignments and staff allocation to enhance team efficiency.
- Coordinated with support functions to ensure optimal operational flow.
- Resolved customer escalations through effective communication and negotiation.
- Trained personnel to uphold high customer service standards.
- Monitored and improved quality across telephone, email, and chat procedures.
- Evaluated performance using key metrics such as AHT, productivity, and utilization.
- Conducted weekly one-on-one reviews to discuss performance and updates.
- Prepared detailed reports for various departments and upper management.
Coach Track Trainee (Earthlink, US)
Sitel India Pvt. Ltd.
Hyderabad
10.2017 - 05.2018
- 9 month long intensive coaching program to clear before being promoted as a certified team leader.
- Courses include online and instructor led class room training on modules for Quality Monitoring, Team management, Data analysis, Debriefing on reviews.
- Understand each department’s daily processes and goals.
- Provide administrative support.
- Get familiar with personnel duties.
- Training on evaluating performance (e.g. writing reports, analyzing data).
- Keep track of business revenue (Daily Margin Tracking).
- Create and give presentations.
Subject Matter Expert (Earthlink, US)
Sitel India Pvt. Ltd.
Hyderabad
09.2015 - 10.2017
- Define procedures or standards, since the knowledge of what the right or best way to execute a task would be.
- Define performance objectives and determine acceptable performance levels.
- Provide recommendations for procedural improvements.
- Understand the language/terms/jargon in his/her area of expertise.
- Understand requisite knowledge that underlies effective decision-making and to describe where anomalies or flaws may occur.
- Act as the “go to” person within the department or function for questions and problems within my area of expertise.
- Not only answer how things are done, but why.
Customer Service Representative (Bell Canada, CA)
Sitel India Pvt. Ltd.
Hyderabad
08.2011 - 09.2015
- Voice Technical support for Canada Based Telecom giant.
- ISP and Tele service assistance.
- Billing and Customer care.
Customer Service Representative
24/7 Customer Care
Hyderabad
05.2008 - 05.2009
- Providing Customer support on billing related queries and Technical troubleshooting for America's Leading DTH service DISH NETWORK.
Process Associate
Genpact
Hyderabad
08.2005 - 02.2008
- Servicing customers with Private Labeled Credit Cards (PLCC).
- Assisting Customers with Credit Card payments and providing payment options.
- Collection and achieving the Collection metrics.
Education
Bachelor’s degree -
Bachelor of Business Administration
Success Institute Of Management And Technology03.2013
Higher secondary -
Board of Intermediate
St. Mary's Junior College03.2005
Secondary -
Secondary School Certificate
Little Flower High School03.2003
Skills
- ITIL practices
- Ticket management
- Service improvement
- Team management
- Performance evaluation
- Stakeholder communication
- Process documentation
- Quality control
- Problem solving
- Conflict resolution
- Hiring / Talent acquisition and training
- Effective communication
- Customer service and satisfaction
- Customer relationship management
- Coaching and mentoring
- Schedule management / Scheduling and planning
Languages
- English
- Hindi
- Telugu
Personal Information
- Date of Birth: 04/08/1987
- Nationality: Indian
Certification
ITIL 4 Foundation Level (PeopleCert)
- Issued Apr 2025,
- Credential ID GR671762479VK
ICAgile Certified Professional
- Issued Dec 2024
- Credential ID 151-49681-bf640b7c-4e64-4e00-9336-0f427e963856
Timeline
Deputy Manager (Consulting – CBO - MHS)
Deloitte Support Services India Pvt Ltd.
03.2021 - Current
Assistant Manager (Enabling Areas - GCC - ITSD)
Deloitte Support Services India Pvt Ltd.
03.2021 - 12.2024
Team Leader (Trainline, UK)
Sitel India Pvt. Ltd.
05.2018 - 11.2020
Coach Track Trainee (Earthlink, US)
Sitel India Pvt. Ltd.
10.2017 - 05.2018
Subject Matter Expert (Earthlink, US)
Sitel India Pvt. Ltd.
09.2015 - 10.2017
Customer Service Representative (Bell Canada, CA)
Sitel India Pvt. Ltd.
08.2011 - 09.2015
Customer Service Representative
24/7 Customer Care
05.2008 - 05.2009
Process Associate
Genpact
08.2005 - 02.2008
Bachelor’s degree -
Bachelor of Business Administration
Higher secondary -
Board of Intermediate
Secondary -
Secondary School Certificate
Similar Profiles
Megha MundadaMegha Mundada
Financial Analyst at Deloitte Support Services India Pvt LtdFinancial Analyst at Deloitte Support Services India Pvt Ltd
Preethi EticalaPreethi Eticala
Executive Manager at Deloitte Support Services India Pvt. LtdExecutive Manager at Deloitte Support Services India Pvt. Ltd
Durgesh Kumar Singh Durgesh Kumar Singh null
Analyst at Deloitte Support Services India Pvt Ltd.Analyst at Deloitte Support Services India Pvt Ltd.