Vivek Anand Passilla
Workflow Management Team Lead
Hyderabad
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
10
10
years of professional experience
19
19
years of post-secondary education
Work History
Workflow Management Team Lead
Google Operations Center
Hyderabad
12.2023 - Current
- Led a team of 21 employees, ensuring adherence to operational standards and fostering a collaborative work environment.
- Developed and implemented training programs for new staff, improving onboarding efficiency and knowledge retention.
- Coordinated daily schedules and prioritized task assignments to optimize workflow and meet production goals.
- Streamlined communication between departments, facilitating timely information sharing that enhanced project execution and problem resolution.
- Conducted performance evaluations for team members, offering constructive feedback to promote individual growth and enhance overall productivity.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
Customer Advocate Specialist (SME)
Google Operations Center
Hyderabad
12.2021 - 12.2023
- Prepared variety of different written communications, reports and documents to ensure smooth operations.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Coached employees through day-to-day work and complex problems.
- Tracked and documented metrics, and evaluated trends.
- Monitored employee and customer interactions to assess quality of service.
- Developed team communications and information for meetings.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
Senior Customer Service Associate
Google Operations Center
Hyderabad
09.2020 - 12.2021
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
COE Specialist - 2
Uber Tech, Inc.
09.2019 - 03.2020
- Strengthened content through proofreading and editing.
- Composed original written material for various types of publications and submitted for approval by supervisor, editor or publisher.
- Supervised, guided new employees and responded quickly to questions, which improved understanding of job responsibilities.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Codified office structures and processes to promote teamwork and performance.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Performed root cause analysis on escalations to determine the cause and offer inputs to the stakeholders
- Monitored inbound and outbound calls made by employees to provide constructive feedback.
- Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines.
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
- Gathered, organized and evaluated data to make accurate assessments of current operations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
COE Specialist - 1
Uber Tech, Inc.
08.2018 - 09.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating and authentic approach.
- Developed and updated policies and procedures to maintain compliance.
- Maximized performance by monitoring daily activities and mentoring team members.
Customer Service Representative
Amazon
06.2017 - 07.2018
- Educated customers on promotions to enhance sales.
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered constant flow of customer calls.
Customer Service Representative (Part-time)
Amazon
06.2015 - 02.2017
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Arts - Mass Communications/Public Relations
Bhavans Vivekananda College
Sainikpuri, Hyderabad 05.2014 - 04.2017
Higher Secondary - Commerce/Economics/Civics
Loyola Academy Junior College
Suchitra, Hyderabad 05.2012 - 04.2014
SSC - Secondary School - SSC
Frobels Garden High School
Hyderabad, Malkajgiri 06.1998 - 04.2012
Timeline
Workflow Management Team Lead
Google Operations Center
12.2023 - Current
Customer Advocate Specialist (SME)
Google Operations Center
12.2021 - 12.2023
Senior Customer Service Associate
Google Operations Center
09.2020 - 12.2021
COE Specialist - 2
Uber Tech, Inc.
09.2019 - 03.2020
COE Specialist - 1
Uber Tech, Inc.
08.2018 - 09.2019
Customer Service Representative
Amazon
06.2017 - 07.2018
Customer Service Representative (Part-time)
Amazon
06.2015 - 02.2017
Bachelor of Arts - Mass Communications/Public Relations
Bhavans Vivekananda College
05.2014 - 04.2017
Higher Secondary - Commerce/Economics/Civics
Loyola Academy Junior College
05.2012 - 04.2014
SSC - Secondary School - SSC
Frobels Garden High School
06.1998 - 04.2012
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