Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Vsg Subrahmanyam Chivukula

Vsg Subrahmanyam Chivukula

Hyderabad

Summary

Dynamic Assistant Manager with a proven track record at Copart, excelling in project management and performance optimization. Expert in data analysis and stakeholder management, I successfully enhanced operational quality and reduced risks, driving team engagement and achieving client KPIs. Committed to fostering strong client relationships and delivering impactful results.

Overview

17
17
years of professional experience

Work History

Assistant Manager

Copart
Hyderabad
12.2023 - Current
  • Coordinated team schedules and managed daily operations to ensure efficiency with a team of 150 agents.
  • Manage productivity, CSAT, and quality.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Provided guidance and support to team members on daily tasks, projects, and objectives.
  • Coordinated with global teams to ensure a smooth flow of operations.
  • Monitored performance metrics to identify areas for improvement and develop solutions.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Assistant Manager

GENPACT India Private Limited
Hyderabad
08.2017 - 11.2023
  • Managing daily operations in content moderation domain for a social media giant with 200+ headcount under trust and safety business catering to multiple languages across the globe.
  • Monitoring Client KPIs such as quality, Productivity, Occupancy and utilization.
  • Ensure weekly and monthly Client billable hrs are achieved.
  • Observe & Coach group of Team leaders individual strengths and initiated mentoring program to improve areas of opportunity.
  • Mitigated business risks by working closely with team members and evaluating performance.
  • Reduced operational risks by setting up weekly and daily cadence by organizing data to forecast performance trends.
  • Launched employee engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Identify and resolve unauthorized, unsafe or ineffective practices by coordinating with INFOSEC & Data Security teams in the business.
  • Introduced new methods and practices to reduce turnaround time.
  • Worked with different teams like hiring, onboarding, HR, LFM, wellness and INFOSEC and training of new hires and tenured employees to fulfill business requirements.

Team Leader

Tech Mahindra BPO
Hyderabad
11.2015 - 08.2017
  • Company Overview: Verizon Internet service provider
  • Worked as a Team Leader supporting a team of 20 members managing their day to day activities and assisting them with technical issues.
  • Scheduling team members in various working hours depending on business requirement.
  • Managing absenteeism, shrinkage and leaves for the team.
  • Schedule one on one sessions with team members and help them to achieve targets.
  • Conduct team meetings and discuss about process and technical updates.
  • Maintain team scores in terms of promoters, detractors and productivity.
  • Managing line of business to ensure service levels are met.
  • Motivating the team to achieve PI targets.
  • Generating revenue for the organization by exceeding targets in terms of sales.
  • Coaching and mentoring team members against operational needs.
  • Verizon Internet service provider

Subject Matter Expert

Hewlett Packard Global e-Business Operations Pvt. Ltd.
Bangalore
10.2010 - 11.2015
  • Worked as a Subject Matter Expert handling a team of 15 members assisting them with technical issues.
  • Handling customer escalations and escalations from Global partner sites.
  • Creating Dispatch Services for calls transferred from partner sites.
  • Driving team performance and CSAT scores.
  • Monitor Inbound and Outbound call taking teams.
  • Working on improving NPS (net promoter score).
  • Performing quality Audits.
  • Participate in weekly review calls with Global Partner sites.
  • Handling dispatch services and driving team towards revenue generation.

Technical Support Analyst

WIPRO BPO Solutions
Hyderabad
12.2008 - 11.2009
  • Worked as a Technical Support analyst resolving customer issues over phone.
  • Resetting windows passwords and also working on domain related issues.
  • Dealing with Windows PC issues, Network connectivity issues.
  • Supporting IBM laptops (Hardware and software problems).
  • Working on HP printers (HP office jet 6310, Y215 printer, 6500 printer, 6210 printer) drivers installation and any hardware issues.
  • Configuring KIN(SGS routers.
  • Dealing with Microsoft applications (Microsoft word, excel, PowerPoint, outlook).
  • Providing support to the applications for application deployment on Apple I-POD and I TO-CH devices.

Education

Bachelor of Technology - Computer Science

Andhra University
Visakhapatnam
11.2008

Intermediate - Mathematics, Physics and Chemistry

Vikas Junior College
Visakhapatnam
03.2003

10th Standard -

Balabhanu Vidyalayam
03.2001

Skills

  • Project management
  • Data Analysis
  • Performance Management and RCA
  • Strategic planning and FMEA
  • FTE Billing
  • Customer Relations
  • Stakeholder Management
  • Core Operations
  • Operations Management
  • Capacity Planning
  • Appraisal

Languages

  • English
  • Hindi

Timeline

Assistant Manager

Copart
12.2023 - Current

Assistant Manager

GENPACT India Private Limited
08.2017 - 11.2023

Team Leader

Tech Mahindra BPO
11.2015 - 08.2017

Subject Matter Expert

Hewlett Packard Global e-Business Operations Pvt. Ltd.
10.2010 - 11.2015

Technical Support Analyst

WIPRO BPO Solutions
12.2008 - 11.2009

Bachelor of Technology - Computer Science

Andhra University

Intermediate - Mathematics, Physics and Chemistry

Vikas Junior College

10th Standard -

Balabhanu Vidyalayam

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Vsg Subrahmanyam Chivukula