Avinash Poosarla
Hyderabad
Summary
Proven leader in operations management, adept at driving operational efficiency and enhancing customer experience. At Uber, spearheaded projects that significantly improved satisfaction rates by 150 bps, showcasing exceptional problem-solving and team leadership skills. Cultivated a culture of continuous improvement, leading to substantial growth and performance enhancements across teams.
Overview
10
10
years of professional experience
Work History
Operations Manager
Fresh Prints LLC
03.2022 - Current
- Led a project to reduce the inflows for the team by 20% which allowed us to work on higher leverage projects
- Increased output of the team by ~46% (over 2 years) by setting level-based goals and tracking additional performance parameters which also led to increased utilisation rate
- Improved team's overall QA score by 7%. Did this by setting up the QA dashboard, conducting buddy sessions, focused slot during 1:1s and increased sample size. Also celebrated great work and led by example during the peak season
- Significantly improved first response rates and overall handle time of tickets by > 35% with constant supervision, performance mapping and continued engagement to ensure compliance
- Spearheaded a process called Margin Analysis which delivered crucial insights to business. These helped us focus on cost bleeds and identify executable actions. Overall margins improved from ~36% to ~39% in over 1 year. Also led an effort to reduce the time spent on this analysis by 15% in the same duration.
- Enabled growth of 45% of my direct reports to higher levels which increased team's throughput and also morale
- Conducted > 107 interviews with a approval rate of 0.09%
- Consistent maintenance of the Knowledge Base and adapting the content to ensure adherence and alignment with changing business functionality
- Maintained the team's core metrics despite a high turn-over rate of ~40% YoY
- Contributed to multiple key projects aimed at improving the efficiency of our operations and also enhancing the client experience
Senior Team Leader - Governance, IndiaSA
Uber
06.2021 - 03.2022
- Developed and deployed keystone projects by identifying individuals with right skill sets to move metrics for the business. Key metrics such as Avg. Handle times, Satisfaction Rates & First Touch Resolutions improved by 24%, 150 bps & 36% respectively
- Increasing utilization rate of individuals by 24% within team by leveraging knowledge transfer sessions and cross-skilling (Lead time to train individual on new skill ~2 months)
- Aided and delivered on a value stream mapping project to identify and fix gaps in operations, process, people & documentation. Helped define the scope of roles better enabling in improved utilization of skill-sets.
- Creation, presentation and updating of weekly and monthly and half-yearly business reviews to display team's performance. Leveraging those same platforms to align with national and international stake-holders on the mission statement and goals
- Building business cases for new and complex roles within the team to retain talent and add value to business. 5 new roles opened within a team of 28 individuals
- Aiding with growth of individuals within my purview and demonstrated ability to up-skill and nurture talent. 40% of overall reports have moved on to the next levels within the organization
Governance Lead, IndiaSA
Uber
10.2017 - 06.2021
- Lead the issue management team with the help of a change management process to ensure support content is updated in line with changing operational and business requirements
- Deliver on core business metrics and showcase sustained improvement quarter-on-quarter. Did this with the help of effective coaching mechanisms, performance management systems & help up-skill individuals to next levels
- Develop and maintain goals for the team constantly in response to a dynamic operations environments by balancing expectations and deliverables
- Collaborate with national stakeholders, direct leadership and vendor partners handling ~7000 agents PAN India to understand core issues, mine for inefficiencies and improve the process by generating insights
- Work with multiple LOBs within the organization with the help of cadence mechanisms and drive product & process level insights supplemented by RCAs
- Constantly align with regional leaders on their vision of support mechanisms which also involves a custom payments process, and multiple SOPs developed to fix and address payment issues with end-users
Social Media Specialist
Uber
10.2015 - 10.2017
- Predominantly act as the face of the brand on Social Media channels like Facebook and Twitter and extend support to users and engage occasionally
- Helped develop complex metrics for the team despite challenges concerning multiple modes of interaction involved with end-users
- Worked on multiple projects to cement brand's identity on social and leverage the same to display potential of the team to leadership
- Handled critical incidents and interactions with eminent personalities and verified profiles for a multitude of issues
Technical Support Specialist
Dell
07.2014 - 10.2015
- Provided technical support for North American captive users using chat, email & phones modes of communication
- Awarded spot awards multiple times for exceptional customer satisfaction delivered to end-users
- Handled the team's roster for allocation of work with the help of the Manager
Education
Bachelor of Science - Electronics And Communication
Malla Reddy College of Engineering
Hyderabad04.2013
High School Diploma -
Sri Chaitanya IIT Academy
Vizag04.2011
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operational Efficiency
- Employee relations and conflict resolution
- Staff Training
- Planning and Implementation
- Project Management
- Policies and procedures implementation
- Performance monitoring
- Goal Setting
- Workflow Optimization
- Project management abilities
Accomplishments
Worked on a project with stakeholders and vendor operations team in a short and a spirited sprint to impact projected costs by optimising current SOPs. This led to a positive impact on AHT with projected savings of $144,000.
Spearheaded a project to completely overhaul the existing KB articles used by ~4000 agents across India. Site visits to calibrate on requirements and challenges and work with vendor leadership on building a prototype which is currently in use.
Sabbatical stay at Vizag to personally train, coach and deploy a pilot batch with trainers for a mini-Centre-of-Excellence set-up. Strong foundation and constant nurturing led to a permanent site set-up with ~500 agents currently.
Of the SOPs that we maintain, we laid focus on a payment SOP which was leading to contacts being unresolved with huge SLA breaches. To fix this, a custom payment process was set up that led to improved SLAs on these queries by 170%
Timeline
Operations Manager
Fresh Prints LLC
03.2022 - Current
Senior Team Leader - Governance, IndiaSA
Uber
06.2021 - 03.2022
Governance Lead, IndiaSA
Uber
10.2017 - 06.2021
Social Media Specialist
Uber
10.2015 - 10.2017
Technical Support Specialist
Dell
07.2014 - 10.2015
Bachelor of Science - Electronics And Communication
Malla Reddy College of Engineering
High School Diploma -
Sri Chaitanya IIT Academy
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