Pramod Kodiganti
Manager - Implementations
Hyderabad
Summary
Dynamic and results-driven professional with 8 Years of experience in project management and implementation within the SaaS industry. Seeking a challenging role as an Implementation Manager where I can leverage my expertise in leading successful software deployment projects, driving process improvements, and delivering exceptional customer experiences. Dedicated to utilizing my strong organizational skills, technical knowledge, and passion for innovation to effectively manage project lifecycles, exceed client expectations, and contribute to the growth and success of the organization.
Overview
13
13
years of professional experience
Work History
Manager - Implementation
Ceipal Software Pvt Ltd
05.2022 - Current
- Enhanced the Onboarding process to foster a positive organizational culture, refine operational procedures for enhanced efficiency, and facilitate the company's progression and expansion.
- Formulated Onboarding strategies aimed at bolstering customer retention rates.
- Directed a team of 08 professionals, ensuring exemplary Onboarding experiences for clients.
- Cultivated robust customer relationships through a positive demeanor and attentive support.
- Systematized procedures to streamline setup, customization, and maintenance tasks.
- Assessed the strengths of Onboarding specialists and allocated account assignments based on their expertise and training.
- Interacted with potential clients across various platforms to assess product compatibility
Associate Manager - Customer Services
Ceipal Software Pvt Ltd,
05.2017 - 04.2022
- Supervise and lead a team of support associates. Provide guidance, mentorship, and coaching to ensure high performance and productivity levels.
- Oversee the handling of customer inquiries, issues, and complaints.
- Ensure timely and effective resolution of customer concerns while maintaining a positive customer experience.
- Handle escalated customer issues or complaints that require managerial intervention.
- Work closely with the team to resolve complex problems and ensure customer satisfaction.
- Monitor and evaluate the quality of customer interactions and support services provided by the team.
- Implement quality assurance measures to maintain service standards and improve performance.
- Identify opportunities for process improvements and efficiency enhancements within the support team. Implement best practices and streamline workflows to optimize support operations.
- Coordinate and conduct training sessions for support associates to enhance their product knowledge, technical skills, and customer service abilities. Foster a culture of continuous learning and professional development within the team.
- Set performance goals and objectives for the support team. Track performance metrics, provide regular feedback, and conduct performance reviews to assess individual and team performance.
Product Support Specialist – Customer Services
Ceipal Software Pvt Ltd
04.2016 - 04.2017
- Provided timely and effective technical support to clients via email and phone.
- Troubleshoot product-related issues and provide solutions or escalate to the appropriate team members.
- Guided customers through product features and functionalities, ensuring they derive maximum value from our offerings.
- Document and maintain a comprehensive knowledge base of common issues and solutions.
- Collaborated with the development team to identify and resolve recurring technical issues.
- Communicate regularly with customers to gather feedback and identify areas for improvement.
- Stay updated on product enhancements and updates to effectively support customers.
Phone Banking Officer
ICICI Bank
08.2014 - 03.2016
- Provide excellent customer service to clients by answering their inquiries, addressing their concerns, and assisting them with their banking needs over the phone.
- Handle account-related inquiries such as balance inquiries, transaction history, account activation, and account closures.
- Provide information to customers about various banking products and services, including loans, credit cards, savings accounts, and investment options.
- Assist customers with banking transactions such as fund transfers, bill payments, loan applications, and card activations over the phone.
- Resolve customer complaints, disputes, and issues promptly and effectively. Investigate and escalate complex issues to higher authorities when necessary.
- Adhere to banking regulations, policies, and procedures to ensure compliance and maintain the security of customer information and transactions.
- Identify opportunities to promote and cross-sell banking products and services to customers based on their needs and preferences.
- Accurately record customer interactions, transactions, and inquiries in the banking system. Maintain detailed and organized records of customer communications.
- Follow up with customers to ensure that their issues have been resolved satisfactorily and to gather feedback on their banking experience.
- Provide technical support to customers for online banking platforms, mobile banking apps, and other digital banking service.
Team Leader
Tata Business Support Service Ltd
06.2011 - 07.2014
- Motivates each team member, Guiding, monitoring their performance, and implementing corrective actions as required.
- Improve quality of service and increase client delight.
- Monitor and maintain quality of interactions. Analyze transactions to identify the root cause of complaints.
- Audit transactions and identify the training requirements of each team member. Conduct regular briefings to review quality standards and updates.
- Attending call calibrations with quality and training team also works on initiatives to improve performance.
- Motivate and recognize them through implementation of the company RNR programs.
- Initiating programs to enhance operational efficiency and productivity for a team of 25 Agents and reporting to Manager.
- Real time queue monitoring through CMS for the team to answer maximum number of calls.
- Prepares monthly TL review to gauge individual and team performance.
Education
Bachelor of Science -
HRD Degree College
Hyderabad, India 05.2001 -
Skills
Performance Management
Timeline
Manager - Implementation
Ceipal Software Pvt Ltd
05.2022 - Current
Associate Manager - Customer Services
Ceipal Software Pvt Ltd,
05.2017 - 04.2022
Product Support Specialist – Customer Services
Ceipal Software Pvt Ltd
04.2016 - 04.2017
Phone Banking Officer
ICICI Bank
08.2014 - 03.2016
Team Leader
Tata Business Support Service Ltd
06.2011 - 07.2014
Bachelor of Science -
HRD Degree College
05.2001 -
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