Srikanth Adepu Email & Phone Number

San Francisco Bay Area

2021-03 - Current Product OwnerOorwin, Hyderabad, Telangana• Oversaw entire product deployments from vision to delivery• Demoing product to customers as needed and assist sales and support team in closing deals• Owned and prioritized product backlog• Responsible for conducting all sprint ceremonies and Managing JIRA Board• Focused on building critical features up front to identify constraints and technical challenges• Owns product end to end as well as roadmap at technology/functional level• Create User stories based on Requirements from brainstormed product road map, sales, support.• Coordination with product engineering teams and ensure they are aligned to product deliverables.• Worked closely with engineering , UI/UX teams and clearly communicate with all stakeholders in management and progress of product deliverables• Responsible for Analysis, Design and development of features in product• Suggesting enhancements to product design that would improve user experience• Operated under Agile and Scrum frameworks to complete releases and organized sprints• Supporting in UAT• NPAworldwide is member-owned network of independent recruiting firms in over 6 countries• Built AI community based end to end recruitment platform• Worked with client on ideation, requirements gathering, enhancements and defining product goals• Closely worked with development team on deliverables to accomplish sprint goals• Owning project budget and ensuring profitability within the timelines and budget• Successfully delivered platform within planned budget and timeline.• NPAworldwide marketplace is top revenue generator for Oorwin

San Francisco Bay Area

• Successfully lead a team of 20 customer success team.• Exceeded team's annual goal of keeping client response rates above agreed SLAs (98%)• Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every three months• Developed CRM tools tracking and reporting sales operations activities• Oversaw the implementation of new email marketing software delivered ahead of schedule• Increased customer retention by 25% across my client list• Designed and conducted training sessions for customers (individual and teams), receiving 98% positive feedback• Contributed to cross-department strategy building• Key achievement: Introduced changes to the client on-boarding process that increased the client satisfaction score by 20%.

Rochester, New York Area

• Lead the Customer Success team of Workforce(HRMS) product in Ceipal• Expertise in Client onboarding, Training, Implementation, domain knowledge (ATS, CRM, HR and recruitment)• High customer service, first call resolution and problem-solving skills• Maintain accurate customer records and demonstrate high level of data integrity• Build and maintain strong relationships with customers to support retention and business growth.

Hyderabad Area, India

• Responsible to meet all agreed client SLA's/KPIs and performance parameters• Managing team of 20 front line executives• Plan, organize and direct the day-to-day client service and customer service activities• Analyzing MIS & other statements with a view to upgrade the Floor with latest downloads• Being Part of Reviews with Clients and Internal Management• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & Team Targets• Providing quick and effective solutions to the customers by investigating their problem from its core and resolving them online• Exposure of back-office operations (Assisting back-office team in Close looping complaints, email support)• Aiming a high-quality customer experience• Conducting Call Calibration with Quality Team and Operation Team

Hyderabad Area, India

• Handling inbound queries and escalation calls.• Handling customer interactions within defined time lines and set quality standards. • Constantly updated with latest products and processes. • High customer service, first call resolution and problem solving skills.• Demonstrate advanced understanding of Airtel Cellular billing solutions.• Maintain accurate customer records and demonstrate high level of data integrity. Build and maintain strong relationships with customers to support retention and business growth.

Bachelor’S Degree, Information Technology

High School