Sandeep Pathapati Email & Phone Number

Bengaluru, Karnataka, India

Overseeing day-to-day company operations.Defining and implementing operations strategy, structure, and processes.Managing the quarterly and annual budgeting process.Monitoring performance to proactively identify efficiency issues and propose solutions.Providing regular performance updates to the senior leadership team.

Bengaluru, Karnataka, India

• Responsible for the delivery of the overall operational metrics & targets.
• Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Meeting call center financial objectives by estimating requirements & by preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
• Setting and reviewing organisational / productivity objectives in line with the commercial contract.
• Responsible for Business Continuity.

Bengaluru, Karnataka, India

• Client engagement activities.
• Responsible for Coaching and provide training to personnel to maintain high customer service standards.
• Responsible for Schedule Adherence, Target Setting & Performance Reviews.
• Conducted effective resource planning to maximize the productivity of resources.
• Responsible for Collecting and analysing call-center statistics.
• Prepare reports for multiple clients and upper management.

Bengaluru, Karnataka, India

• Primary responsibility - Post Production Support for Applications developed for E-Dell (CIO)
• Ensuring all support related tickets are closed as per the internal SLA.
• Planning, prioritizing and scheduling work assignments for L2 & L3 support
• Maintain and publish support calls matrix.
• Creating & Publishing Client Status reports.
• First Point of contact for further enhancements and change request.

Bengaluru, Karnataka, India

• Operational Achievements
• Have successfully transitioned various process starting from recruitment till go live
• All productivity and performance met during transition and live
• Responsible for work schedules, evaluation and salary reviews as well as hiring and termination of employees
• Implementation of balance scorecard.
• Handling various key accounts from domains such Educational institutions, charitable foundation, food chain and telecom Etc.

Bengaluru, Karnataka, India

• Training Achievements- Conduct new hire training, retention training and continuous learning for customer support executives- designed and documented Performance Improvement plan to manage the performance of agents.
• Training need analysis
• Responsible for controlling Absenteeism and Attrition of the assigned agents during training period.
• Responsible for grooming experienced agents to take up different domains like quality, learning management.
• Analyze data and conduct root cause analysis for all errors on audits.
• Compile dashboards for all transaction processing units and send out a trend analysis to team leaders.ACHIEVEMENTS