Satish Reddy Kusangi
Team Manager
Bournemouth,BCP
Summary
To work in a professional environment which provides learning opportunities and scope for creative and innovative work that will contribute to the growth of the organization and enrich the personal experience and seeking an assignment involving communication skills and exposure to the outside world with people of different mentalities.
Overview
9
9
years of professional experience
Work History
Shift Leader
Tesco Express
United Kingdom
11.2022 - Current
- Efficiently worked as a team leader and encouraged others
- Supervised the training of new employees in daily operations
- Performed both open and closing operations, printing reports, and finalizing the cash drawer
- Completed store deposits
- Provided quality customer service
- Provided direction and feedback to workers during shifts
- Scheduling employee shifts and assign duties
- Managing time-off requests and handle last-minute absences
- Training and coaching new employees
- Inspecting equipment and communicate the need for repairs or replacements to management.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
- Streamlined inventory management processes, leading to reduced waste and optimized stock levels.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Evaluated customer needs and feedback to drive product and service improvements.
- Arranged and organized staff work schedules to guarantee proper coverage for peak business hours.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Implemented loss prevention by preventing losses due to theft or other types of shrinkage.
- Increased customer loyalty with exceptional service quality, addressing concerns promptly, and offering personalized solutions when appropriate.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Team Manager
Diebold Nixdorf India Pvt.Ltd
Hyderabad
12.2021 - 07.2022
- Worked as a Team Manager for IRM (Incident Resolution Management)
- Handling the tickets and providing the resolutions based on the priority levels
- Managing the queues and SL’s
- Publishing the reports every hour and end of the day target reports
- Attending regular meetings with the ops manager and clients
- Joining the bridge calls for major issues to understand and resolve the issues quickly.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Led employee relations through effective communication, coaching, training, and development.
- Facilitated meetings to communicate team performance goals and results.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Delivered regular team meetings for aligned work towards common goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Demonstrated leadership skills in managing projects from concept to completion.
Team leader
Sutherland Global Services Pvt.Ltd
Hyderabad
07.2020 - 12.2021
- Worked as a Team leader for Amazon International voice process
- Managing the floor, adherence to schedule
- Call monitoring, auditing, coaching, and feedback responsibility for delivery of the defined employee experience in every call
- Conducting performance appraisals for the team
- Contribute to the initial hiring and selecting process of the front line
- Handling escalations and resolving the technical issues via live mediums.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Implemented knowledge management tools to ensure consistent information sharing among team members, leading to more effective issue resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely feedback.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Led and executed customer support team strategy to reach company support goals.
- Boosted overall team efficiency by implementing streamlined procedures for ticket handling and resolution workflows.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
Branch Manager
G-Think Inventors Private Limited
Hyderabad
03.2019 - 12.2019
- Worked as a Branch Manager for home-automation manufacturing company
- Chip designing
- Circuits soldering and testing
- Sales and Marketing.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
- Maintained friendly and professional customer interactions.
- Consulted customers to boost product sales and services.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Assembled and welded metal parts to create electronic circuit boards.
Customer Support Associate
Amazon Development Centre India Pvt.Ltd
Hyderabad
09.2015 - 03.2019
- Resolving customer concerns related to Orders, payments, pre-order and post-order ss issues
- Worked as a Process Trainer for new hires to ensure that all employees have the technical skills needed to perform the job efficiently and smoothly
- Conducted assessments to Improve Communication
- Handling high-level escalations and resolving the same with coordination of concerned departments and providing timely updates to customers and increasing customer delight and satisfaction
- Provided cross skill support on Voice and Email processes basis the business requirements
- Extended support for the Billing and Payments team
- Extended support for ACES Data Mining to identify if any change is required in the current process
- Was a part of Pilot Batches for a few projects that were to implement change in the process.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Provided seller support on refunds, posted feedback and policy changes.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Diagnosed and troubleshot hardware, software and network issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served as a reliable point of contact for internal departments, sharing expertise on product features, functionalities, and customer support best practices.
- Developed and implemented preventive maintenance procedures.
- Handled customer inquiries and suggestions courteously and professionally.
Education
B.Tech - Electronics and Communication Engineering
Sreyas Institute of Engineering & Technology
01.2011 - 1 2015
High School Diploma -
Narayana Junior College
Tarnaka 01.2009 - 1 2011
Secondary Education -
Jyothi Bala Mandir High Schoolo
VidyanagarSkills
Excellent communication and interpersonal skills
Leadership skills like decision-making, motivation and goal-setting
Strong problem-solving skills
Exceptional organization and time management abilities
Team Management
Conflict resolution skills
Customer service skills
Quality control assurance
Training Assistance
Decision-making capabilities
Issue Resolution
Account Management
Employee Attendance Monitoring
Multitasking
Motivational Leadership
Multitasking Abilities
Process Analysis
Cash Handling
Operations Management
Audit reporting
Technical Support
Shift Scheduling
Task Prioritization
Data Analysis
Daily workflows
Operations Support
Customer Service Management
Analytical Thinking
Conflict Resolution
Teamwork and Collaboration
Time management abilities
Worked with recruiting teams and human resources representatives to accomplish hiring objectives
Talent acquisition plans
Excel
Accomplishments
- Received a shining start award for delivering the best customer experience while meeting all the organizational metrics at Amazon.
- Received customer delight ambassador award and got an opportunity to visit the fulfillment center in Hyderabad, India.
- Identified and communicated 10 process inefficiencies to the process improvement team, resulting in a 20% reduction in customer complaints.
- Implemented a tracking system to document and report process faults, leading to a 30% decrease in response time for resolving issues.
- Collaborated with the process improvement team to develop and implement solutions for 5 recurring problems, reducing overall resolution time by 50%.
Personal Information
- Father's Name: Kusangi Narsimha Reddy
- Date of Birth: 11/15/92
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Visa Type
Dependent (Full Time)
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Shift Leader
Tesco Express
11.2022 - Current
Team Manager
Diebold Nixdorf India Pvt.Ltd
12.2021 - 07.2022
Team leader
Sutherland Global Services Pvt.Ltd
07.2020 - 12.2021
Branch Manager
G-Think Inventors Private Limited
03.2019 - 12.2019
Customer Support Associate
Amazon Development Centre India Pvt.Ltd
09.2015 - 03.2019
B.Tech - Electronics and Communication Engineering
Sreyas Institute of Engineering & Technology
01.2011 - 1 2015
High School Diploma -
Narayana Junior College
01.2009 - 1 2011
Secondary Education -
Jyothi Bala Mandir High Schoolo