Kalyan Reddy Pulichintala Email & Phone Number

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Leading a team of 40+ members, responsible for platform management & managing service level escalations on all communication channels biz., SMS, Email, WhatsApp & Voice Services.Prior experience includes managing support team of 45+ team members handing cross platforms product support & service operations.Built a efficient Support system for client servicing in multiple channels developed as in-house products on messaging, email & OTT platforms. Tracking service improvements & suggest periodic feedback from clients to internal products & sales teams.Handling new project developments, deployments & operational support with customer & internal team coordination’s, organizing training transformations on facilitating projects with seamless delivery to internal/external parties. Ensuring required process is in place with suitable documentations and handover procedures.Leverage managerial and administrative abilities with proven skills in problem solving, analysis and cross functional coordination. Planning and implementation of operational efficiencies, cost control, optimal resource utilization & high quality service deliveryTanla Platforms Ltd is the world's largest Cloud Communication providers, established a global leadership in Telecommunications space. As the world changes the ways to communicate timely, we consistently improve the speed, ease, and simplicity of our Cloud products created and supplied with cutting- edge technology and solutions to a varied customers, ranging from companies to carriers, across counties

Bangalore Urban, Karnataka, India

Led a team of 42 members and 5 departments (24/7 L1 Support, L2 Support, Provisioning, Campaigns & NDNC Compliance) while handling escalation calls/emails; efficiently managed flawless delivery of process, actively managing escalations & End-to-end process management.Hands-on experience in handling MIS reports and working with System Engineering teams to monitor, manage, and execute production deployments while guaranteeing the quality of deliverables.Being part of project management team for critical clients has ensured seamless service delivery on client requirements. Many projects across industries like Banking, Insurance, eCommerce, Retail businesses and Recharge segments implemented our channel services via integrated products and services within customer core systems for sending notifications via SMS, Email, and Voice services.Participated in Client RFP's, requirement understanding & helped customers in strategic planning along with internal business & products team. Acted as one of the SPOC for many customer onboarding, services go-live & operational supportDemonstrated excellence while handling projects for several esteemed clients- in banking, insurance, retail, eCommerce, Govt agencies, IT/ITES performing as a Key Account Manager for critical customers and setting up fortnight meetings with clients to understand customer feedback and plan betterment in our products and servicesNOTABLE ATTAINMENTS: Awarded with “Key Stone – 2011(H2)” // Awarded with “Super Boss – 2012(H1)” // Awarded with “Special Recognition – 2013(H1)” // Awarded with “Super Boss – 2013(H2) // Nominated as “Employee of the Year for 2013/2014 Financial Year// Awarded with “Stalwarts” of the Year 2015/2016(Gifted with a Car) // Participated in Executive Education Programs conducted by IIM Bangalore "Leading Strategic Change" –Aug’201

Chennai Area, India

Joined as a Technical Support Executive at HCL Technologies, BPO Services. Contributed in customer service activities by attending calls & managing escalations for 1 yearPromoted as a SME and managed a team of 20+ members working in shifts-managing the team requirements for shift support, sending MIS reports & handling escalationsWorking 2 years in a UK project - British Telecom & internally transferred to a US project - AT&T as a lateral transfer and eventually promoted as a process trainer responsible to conduct product training to new joiners in the organizationNOTABLE ATTAINMENTS: Always Top in desk rankings when I was an agent. // Awarded as Best SME for the month of Nov’07, Dec’07, Mar’08&Apr’08. // Achieved HCL Star award for the year 2007 for consistent performance.

Worked as a Technician for providing broadband services to households, offices & companies. Responsibilities are around resolving connectivity issues, installing hardware & applications related to internet services