Santosh Reddy
Hyderabad
Summary
Experienced in Operations, Business/Process Transformation, and Strategy. Seeking a leadership position in Client Servicing, People Management, Project Management, and Quality Assurance. Committed to helping the organization achieve sustainable and long-term goals. Recognized for strong leadership skills and problem-solving abilities, dedicated to streamlining operations and promoting organizational efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Operations Lead
Sonata Software
Hyderabad, India
09.2016 - Current
- As an Operational Lead have led a team of Customer Success Managers and managed a portfolio of key accounts, maintaining strong relationships with customers/clients and ensuring high levels of satisfaction.
- Excellence in driving integrated Operations Management, along with workforce planning, skill management, training, and development, with a key focus on accomplishing client deliverables.
- Implemented various continuous improvement methods to improve & streamline Operations and increase overall efficiency; executing cost effective projects which lead to in flow of business.
- Proactive monitoring and reporting of 'Operational Health Metrics' to internal stakeholders to help identify and mitigate risks.
- Conducted MBR/QBR with customers and also with the leadership team, providing data and operational insights.
- Shared performance reports and conducted regular one-to-one performance reviews with team members, identifying areas for improvement and offering constructive feedback.
- As a Customer Success Manager, I conducted regular account review meetings with customers to assess progress and strategize future growth opportunities for clients. I also analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Have engaged with internal teams to identify ways to enhance customers' utilization by providing tailored solutions.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Acted as an Advocate and SPOC by addressing customers' technical and product-related queries, both independently and by collaborating with internal technical teams.
Quality Analyst
Unisys Global Services India Pvt Ltd
Hyderabad, India
05.2011 - 06.2016
- Supporting Microsoft Global Accounts based in North America and India.
- Auditing support incidents and giving feedback to associates, and responsible for providing RCA on escalations.
- Plan and conduct meetings with subordinates to ensure compliance with established practices, to implement new policies, and to keep employees abreast of current changes and standards.
- Publishing weekly, monthly, and quarterly Dashboards and preparing action plans by coordinating with Operations to improve team performance and achieve set targets.
- Regular 1:1 session with associates to gauge their process knowledge.
- Conduct JCM sessions with Associated, and calibration sessions with Process leads.
Technical Support Engineer
Mahindra Satyam
Hyderabad, India
04.2008 - 12.2010
- Worked as a Tech Support Analyst with an ISP, helping customers with Office and Networking devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of team on best practices in issue resolution techniques.
- Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Education
Bachelor of Science - Electronics And Computer Science
Bhavans Collage
Hyderabad, India09-2007
Skills
- Operations Management
- Delivery Management
- People Management
- Relationship Management
- Team Building & Leadership
- Data-driven decision-making
- ITIL Framework
- PowerBI
- Customer Advocacy
- Quality Control
- Effective Communication
- Training and mentoring
Certification
- AZ-104(Azure Administrator Associate)
- AZ 70-533 Implementing Microsoft Azure Infrastructure solutions
Timeline
Operations Lead
Sonata Software
09.2016 - Current
Quality Analyst
Unisys Global Services India Pvt Ltd
05.2011 - 06.2016
Technical Support Engineer
Mahindra Satyam
04.2008 - 12.2010
Bachelor of Science - Electronics And Computer Science
Bhavans Collage
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