13+ years of experience in leadership, operations, quality, and service delivery.
I am a result-oriented and data-driven leader focused on people, performance, and process excellence.
PMI-ACP certified professional.
Professional Summary
- Dynamic operations and quality leader with 13+ years of experience driving transformation, performance, and service excellence across global BPO and tech-enabled setups.
- Proven expertise in leading large, diverse teams and implementing automation, analysis, and process optimization to deliver measurable outcomes.
- Known for building a culture of accountability, learning, and continuous improvement that enhances productivity, accuracy, and engagement.
- Skilled in designing and executing quality frameworks, training programs, and reporting systems that strengthen compliance and operational efficiency.
- Recognized for translating strategy into action, achieving business growth, and fostering long-term client and team success.
Contact Information
Location: Visakhapatnam, India
Phone: 9533353500
Email: [email protected]
Languages: English, Hindi, Telugu, Oriya
Proven Impact at Pro-Vigil
- As Associate Manager I drive efficiency, innovation, and measurable growth through people, process, and technology.
- Delivered consistent improvements in productivity, accuracy, and outcomes.
- Built and led a high-performing team with zero attrition by fostering accountability and recognition.
- Exceeded KBO targets: 1,000+ deterrents in 2023, 2,000+ in 2024, and 2,400+ in 2025.
YoY Growth
Operational outcomes from 13,019 in 2023 to 23,455 in 2024
Productivity Uplift
Through automation and workflow redesign
Accuracy Improvement
Via automation and AI integration
Reporting Accuracy
Through real-time dashboards and structured reviews
Leadership & Impact
Built and led a high-performing team & maintained zero attrition through strong engagement and accountability.
Scaled outcomes from 3,851 in 2022 to 23,455 in 2024, delivering 238% and 82% year-over-year growth.
Operational Excellence
Launch the FA application, enhancing productivity and process efficiency.
Standardized SOPs and SOWs, and developed real-time dashboards to improve transparency and decision-making.
Performance & Growth
Consistently exceeded KBO targets through focused performance and process improvement.
Achieved a 60% boost in productivity, 40% higher efficiency, and 98% accuracy through automation and coaching.
Core Skills & Career Journey
Operations Management
Service Delivery, SLA Management, KPI Management, Quality Assurance, Compliance, Process Optimization, Workflow Automation
Leadership & People
Team Leadership, People Management, Coaching & Mentoring, Workforce Planning, Performance Management, Stakeholder Management
Data & Analytics
Metrics Management, Reporting & Data Analysis, Data Visualization, Dashboarding, Advanced Excel, Google Sheets, AI Tools
Project Excellence
SOP Documentation, Change Management, Project Management, Customer Service Excellence
Pro-Vigil Surveillance Services | Nov 2022-Oct 2025
Associate Manager – Operations & Quality
I lead operations and quality for event monitoring and surveillance, driving growth through people, process, and technology.
Scaled performance by over 300% and boosted productivity by 60% through automation and analytics.
Built dashboards, standardized SOPs, and maintained over 97% reporting accuracy.
WNS Global Services | Feb 2021-Sept 2022
Assistant Manager – FedEx Brexit & Lytx Event Review
I managed multi-process operations, ensuring service delivery and client satisfaction.
Improved efficiency and reduced attrition to below 2%.
Delivered real-time insights and dashboards that strengthened performance.
Tech Mahindra | Feb 2019-Feb 2021
Team Leader – Amazon Ecommerce
Led customer support teams across voice and non-voice processes, ensuring a seamless customer experience.
Ensuring key metrics like CSAT, AHT, SLA, Adherence, Occupancy, and Utilization
Ecentric Solutions Pvt Ltd | Jan 2014-Jan 2019
Team Leader – Medidata, Orpix & Hookit
Managed user administration, data validation, and client escalations across healthcare and media projects.
Ensured data accuracy using tools like Zendesk and Rave.
Enhanced process quality through training and collaboration.
IBM Daksh | Feb 2012-Jan 2014
Senior Practitioner – MIBPL & AXIS CC
Started my career in customer service and sales, focusing on quality interactions and consistent results.
Exceeded sales and service goals while improving CSAT, OCR, AHT, adherence, and call quality scores.
Recognized for outstanding customer feedback and performance.
Education & Certifications
Professional Certifications
PMI-ACP Certified
Agile Certified Practitioner
Managing Project Stakeholders
Project Management Institute
Project Management Foundations
Core PM principles and practices
Awards & Recognition
- Multiple Recognition awards at Pro-Vigil.
- Top Performer of the Month (Multiple times) at Ecentric Solutions.
- The Ovation Award and Customer Feedback Recognition at IBM Daksh.
Education
Master of Computer Applications (MCA)
Orissa Computer Academy, Krupajal Group, Bhubaneswar
Systems and Operations, Programming Skills (2008 - 2011)
Bachelor's in Computer Applications
Silicon Valley Computer Education, Utkal University, Bhubaneswar
Systems, Operations, Programming Skills (2005 - 2008)
My educational foundation in computer applications and systems provides technical expertise that complements operational leadership skills, enabling me to bridge technology and business processes effectively.
Trend & Performance
Eluru Ramesh Kumar