Mohan Reddy

Experience

• 

  Tata Business Solution

  Aug 2004 - Jan 2008

  Customer Support Associate
• 

  Tech Mahindra

  Jan 2008 - now

  > Skilled in developing performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals.> Lead improvement initiatives to advance operational efficiencies and increase revenue. Managing in initial project costing, Time plan estimation, stakeholder list.> Responsible for handling Kick off meetings, schedule, communication planning, procurement planning, cost and risk management. Execution-Frequent reviews and follow-ups to ensure Delivery timelines, Integration management, closure of actions and document updating. > Monitoring and controlling Internal and external review to ensure deliverables and timelines. Reviewing and following up on revenue against delivery and publishing financial reports to management.> Overseeing workforce management planning, volume predictions and capacity planning. Accountable for preparing project documents as par ISO standards. Drawing growth plan for your team. Show less > Developed loyal and highly satisfied customer base through proactive management of team customer service strategies. Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.> Created employee schedules to align coverage with foretasted work flow. Maintained relationships with support functions and vendors to ensure no hiccup in delivery.> Successfully met project deadlines without sacrificing build quality or workplace safety. Developed and initiated projects, managed costs and monitored performance. Modified and directed project plans to meet organizational needs.> Identified plans and resources required to meet project goals and objectives. Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.> Accelerated progress by continually reviewing performance, budgets and project timelines. Maintained clear communication with precise technical writing to document and inform critical processes. Show less > Added 17% of business benefits with efficiency and automation. Built strong relationships with customers through positive attitude and attentive response.> Led team of 23 advisors to achieve set Productivity with quality within agreed SLAs. Keep internal stakeholder and customer notified on all highlights and lowlights with mitigation and prevention plan. Managed schedules, accepted time off requests and found coverage for short shifts.> Involved in Hiring, Training and certification. Keeping process documents up to date. Attending internal and external Audits. Established open and professional relationships with team members to achieve quick resolutions for various issues. > Coordinated presentations for customers and project members to detail project scope, progress and results. Maintained database and spreadsheets with accurate inventory and status. > Tracked hours and expenses to keep project on task and within budgetary parameters. Liaised between departments to facilitate communication and keep appropriate parties updated on project developments. Show less

  • Operations Manager

    May 2021 - now

  • Assistant Manager

    Feb 2014 - May 2021

  • Team Leader

    Oct 2010 - Feb 2014

  • Senior Associate

    Jan 2008 - Oct 2010