Vamshi Chenna

Experience

• 

  Accenture

  May 2005 - Jul 2006

  Customer Support Representative

  1) Mentoring new associates for quality parameters and giving them Feedback on daily basis.2) Giving presentation to team members about the product updates3) Part of Accenture social welfare team4) Service Level, Customer Satisfaction, Average Handle Time , Call Abandonment , Call Resolution , Compliance Adherence.

• 

  Dell

  Jan 2007 - May 2012

  Client Support Senior Specialist

  Growth Path:Jan’07- Jul‘08 Senior Technical Representative (L1 & L2 Role)July’08-Feb’10 Customer Experience Coach (CSI Role)Feb’10-May’12 Client Support Senior Specialist - B2 Band (Senior CSI Role)Key Result Areas:• Formulating bench marks in terms of C-SAT, FCR and reviewing entire life cycle of different kinds of SR categorization • Assisting newly promoted or hired CEC by mentoring and by providing assistance required to excel in their role• Identifying weaknesses during Service Evaluation, address the same by improvement initiatives• Verify improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary• Analyzing the problem area by doing a 360 degree RCA(Root cause analysis) and identify AOI(Area of Improvement)• Identifying key areas of improvement based on sample data of the front lines techs (L1 & L2) • Co relate various data available which includes reports based on SR , AHT , RDR , RR , FCR , C-Sat and NPS to recommend the key area of improvement to achieve the end result which is better customer satisfaction • Register and classify received Incidents from consumers and to undertake an immediate effort in order to restore a failed service as quickly as possible• If no solution can be achieved through soft fix over the phone or remote assistance, Raise the Incident to in home technical assistance or collect the devices or devices to the support groups• Close loop the incident through follow up and making sure that the customer or end user is satisfied Show less

• 

  My Business Associated

  Jan 2010 - Apr 2022

  Director at My Business Associated

  Being the founder of My Business Associates, a reputed, fast-growing organization, I aim to provide business appropriate solutions to multiple businesses, so they can function with optimum efficiency. I leverage my 12 years of rich experience in service delivery, operations & process management, client relationship management, and team management, to help clients achieve set business goals in the shortest possible time. We enable clients to maximize their business potential with a wide array of tailored, cost-effective solutions based on their unique needs.The academic qualifications to my credit are MA, English Literature from the prestigious Annamalai University. I have a Bachelor's Degree in Management Studies, Business Administration, and Operations. I am also a Dell-certified Engineer and have a certification from EXIN in ITILV3 Foundation.Among my key strengths is a discipline with exemplary problem-solving skills, analytical abilities, and proficiency in people management that helps me develop and maintain lasting relations with clients. Adding self-motivated to my skill sets, these traits have always helped me meet deadlines without compromising on quality norms for every project I have worked on.While working as the Customer Service Manager at Enerquest Solutions Pvt Ltd, I led the entire process operations/transitions and helped attain corporate plans & goals successfully. With the insights and instincts gained through years of experience, I could spearhead transition projects and achieve smooth and seamless migration of business processes. I also became adept at coordinating entire project activities viz. scoping, tracking, change management, delivery management & support. Being deeply passionate about my work, I devote long hours and leisure is a luxury. However, as a proud Rotarian, I do capitalize on every opportunity available to contribute meaningfully towards the betterment of society through the club’s activities. Show less

• 

  IYogi Inc.

  May 2014 - Mar 2015

  Team Leader operations

  Role:• Leading entire operational activities viz. Shrinkage, RPL (Revenue Per Log-in), RPC (Revenue Per Call), CPL (Calls Per Log-in), Production Hours, Conversion Rate, AHT, etc.; ensuring high quality delivery through management of 36 members• Establishing metrics as well as reporting around the processes; maintaining reports to stakeholdersHighlights:• Initiated an incident management process for pre-screening incidents that was adopted as a departmental practice, resulting in improved incident resolution times • Played a key role in taking effective measures to enhance processes such as FCR ( First Contact Resolution )• Recognized for sharing Best practices in C-SAT suggestions to enhance or improve application performance by 48% • Overcame call disposal challenges during the completion of Conversion rate project by training the LOB in-call flow-line items• Distinction of completing quality projects within time by taking Training the front liners, Stream lining Team leaders and Floor tech leads day to day activities and aligning the roles to the business objectives , Bottom quartile management and consequence management initiatives . Show less

• 

  Unisys

  Mar 2015 - Feb 2016

  Operations Supervisor

  • Ensure management objectives are obtained to accommodate successful transition of key contractImplemented workflow to streamline key processes aligning cross-site collaboration and efficiencies• Creating a strong, customer-centric culture complete with accountability and ownership in different regions.• Responsible for career development/planning, performance and pay discussions of Team members and Team Leaders.• Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.• Responsible for achieving target customer satisfaction levels within the technical support organization.• Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization and process.• Assists in the development and implementation of strategic plans, initiatives, and direction and Experienced in developing and leading a team to deliver key business result.• Works with customers and internal teams to resolve issues.Resolves customer escalations as appropriate and handle escalations and coaching. Show less

• 

  Enerquest Solutions Pvt Ltd

  Feb 2016 - Feb 2016

  General Manager

  Scope & Responsibilities: Responsible for the effectiveness of overall Business:Engineering Support to Business Development: · Manage and expand existing customer relationships, contracts and services .· Provide evaluation, recommendations and guidance on new project development with Business Development and operations project teams · Support the preparation of proposals in response to customer specifications and technical information requests for engineering analysis, system studies, and other technical projects Project Operations: · Ensure that all Projects are maximized to capacity factor, availability, performance and efficiency · Manage operating agreements, including environmental and governmental requirements in a clean, safe, efficient and cost effective manner · Collaborate with Corporate Purchasing for the procurement and delivery Financial Reporting: · Prepare annual operating plans, budgets, budget controls, and budget variances for the efficient management of the facility · Monitor budget on monthly basis and long-term budget forecasts Safety: · Coordinate Risk Insurance, requirements and plant safety · Review emergency response plans developed by the Operations and Maintenance Contractor Human Resources: · Sets objectives for the team; manage site personnel and performance of staff; make recommendations for merit increases and incentive pay. · Administer Employee Policies and Procedures to all staff members Executive Reporting/Local Communications: · Communicate regularly with the Director, guidance and approvals · Manager an ongoing relationship with elected officials, the local community and the regulatory community in coordination with senior management · Monitor regulatory and community activities for the purpose of anticipating changes that may affect the business Show less

• 

  Enerquest Soultions Pvt Ltd

  Feb 2016 - Apr 2022

  • Customer Service Manager

    Mar 2017 - Apr 2022

  • Human Resources Manager

    Feb 2016 - Mar 2017
• 

  KIDS PREP SCHOOL PRIVATE LIMITED

  Jan 2022 - now

  Co F

  Electrical contracting, Plywood and Kindergarten services for corporates