Kalyan Velagapudi
AVP, Project Management
Hyderabad
Summary
AVP, Project Manager with 11 years of experience in various role in Synchrony and over all experience of 16 years. Expertise in leading large- scale Projects from Conception to Completion along with coordinating and Communicating with diverse teams & leaders across the organization.
Overview
19
19
years of professional experience
2004
2004
years of post-secondary education
2
2
Certifications
Work History
AVP, Project Management
Synchrony Financial
09.2022 - Current
- Lead multiple large / medium remediation projects from initiation to closure. ( 8 completed)
- Mentored new PMs and provide direction as and when needed.
- Developed Job aids to simplify remediation process for unique issues.
- work with Remediation COE in various stages of project life cycle to ensure regulatory standards are met.
- create project plan, manage risks / roadblocks and achieve project milestones.
- work with analytics to Identify customer impact through waterfall methodology
- Tollgate execution plan for legal and compliance for sign off as and when required.
- Communicate project status & road blocks to remediation leadership and Sr leadership as and when required.
Business Analyst (Agile Projects) / Manager Client & Platform Initiatives (Waterfall Projects)
Synchrony Financial
10.2018 - 09.2022
- Worked with the project managers and product owners to organize and lead weekly project meetings and share meeting mins.
- Share project status, risks & road blocks with SLT when PM / PO are not available.
- Coordinated with cross functional teams such as mid apps to report issues and bugs and help desired results
- Functions as the bridge between operations teams and PO / PM.
- Assist PO in explaining the requirements to scrum team.
- Reviewed action items daily to meet project deadlines to update play book & close loop action items.
- Worked with functional teams to get the tollgate document ready for PO / PM to present for legal & compliance sign off.
- Lead functional break out meetings.
- Lead and coordinate user acceptance testing (UAT) and post release validations for Tech & Ops.
Portfolio Control Manager
Synchrony Financial
04.2017 - 10.2018
- Led Transition SPG portfolio in house from a supplier.
- Led a team of 36 FTE.
- Directed day-to-day operations to maintain SLA’s, quality and schedule adherence.
- created Job aids for mail processes such as I2R intake process, collections mail and cease & desist.
- Communicated results, issues, risks, opportunities and trends to stake holders and leadership
- Averaged 98% on GPTW as a front line manager.
- Had least attrition rate in the entire collection organization as a manager.
Call Quality Analyst
Synchrony Financial
06.2014 - 04.2017
- Monitored and evaluated calls for customer service team on Standard Quality Interaction Cycle
- Responsible to Audit calls and identify opportunities in soft skills (tone, empathy, behavior) and process knowledge to help the Agents provide the Best Customer Experience on every contact
- Coached front line associates to meet all the compliance guidelines and soft skills
- Coordinated with the aligned site quality manager to discuss trends, process gaps and suggested process improvements
Inside Sales & Customer Service Specialist II
Dell International Services India Pvt Ltd
06.2007 - 01.2012
Customer Service Associate
Aegis Limited
07.2006 - 06.2007
Education
B.C.A - Computer Science
Andhra Loyola College
Vijayawada, APSkills
Leadership communications
Strategic planning
Waterfall project management
Stakeholder management
Certification
CSPO, Certified Scrum Product Owner
Timeline
AVP, Project Management
Synchrony Financial
09.2022 - Current
Business Analyst (Agile Projects) / Manager Client & Platform Initiatives (Waterfall Projects)
Synchrony Financial
10.2018 - 09.2022
Portfolio Control Manager
Synchrony Financial
04.2017 - 10.2018
Call Quality Analyst
Synchrony Financial
06.2014 - 04.2017
Inside Sales & Customer Service Specialist II
Dell International Services India Pvt Ltd
06.2007 - 01.2012
Customer Service Associate
Aegis Limited
07.2006 - 06.2007
B.C.A - Computer Science
Andhra Loyola College
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