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M Krishna Rao

Service Operations Manager at CALYX

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us****@****om

(386) 825-5501

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Service Operations Manager
- Jan 2021 - Present
 Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and  supporting the development of the team to ensure better performance and succession planning  To lead a team's available resources in order to deliver a quality service to customers in line with  agreed service standards.  Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee  situations.  Handle escalations for the team.  Building and maintaining effective internal and external stakeholder relationships  Team's Career Planning/manage team performance & expectation  Participate in stakeholder and calibration calls  Maintain open and honest channels of communication at all levels across the business to facilitate  best in class sharing and root cause analysis.  Quality and Process improvement Initiatives  Identifying and instilling best practice, processes and systems and drive continuous improvement  environment.

Customer Service Manager
- Nov 2010 - Dec 2021
 Provides direction and leadership to immediate reportees and ensures the smooth running of the  designated team on a day-to-day basis.  Work collaboratively with other Team Leaders and reportees to ensure that the service delivery to  customers is completely autonomous  Provides direction and leadership to immediate reportees and ensures the smooth running of the  designated team on a day-to-day basis.  Work collaboratively with other Team Leaders and reportees to ensure that the service delivery to  customers is completely autonomous

Client Advocate Associate
- Jul 2008 - Oct 2010
• Coordinated, updated and maintained SLA & QC for the cases, alarms for all the 42 different customers • Liaised with business partners of Avaya like Orange, ATT, BT etc. and handled contract related issues/queries • Maintained a track of all the open & pending cases in order to get a faster resolution & maintain SLA • Performed QC for the Move Add & Change (MAC) requests of the IPSS, GSPOC and EM teams of Avaya Operations Services • Accountable for driving the calls from end to end and provide timely support in resolving issues • Working as a bridge between the engineering teams, the support groups and the Operational team to resolve, queries, mark defects and propose alternate solutions to an ongoing problem.

SENIOR ASSOCIATE
- Mar 2006 - Jul 2008
 Deliver a positive, memorable and meaningful service which exceeds the expectations of both the  internal and external customer  Primary support contact for internal and external customers for given client  Deliver a positive, memorable and meaningful service which exceeds the expectations of both the  internal and external customer  Primary support contact for internal and external customers for given client

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