Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Suraj Mamidala

Assistant Manager - Operations
Mumbai

Summary

Results-driven professional with 13 years of experience in the BPO industry, spanning technical support, sales, and customer service leadership. Proven track record in team management, performance optimization, and delivering exceptional customer experiences. Successfully contributed to site launches in India and Brazil, demonstrating strong global operational expertise and cross-cultural management skills.

Overview

13
13
years of professional experience
2
2
years of post-secondary education

Work History

Assistant Manager

Operations at Teleperformance
Mumbai
05.2022 - Current
  • Promoted from Deputy Team Leader to Assistant Manager based on performance and leadership.
  • Lead multiple teams, focusing on operational efficiency and performance improvement.
  • Managed nesting batches, mentoring new hires for smooth onboarding.
  • Streamlined internal processes to enhance productivity and team output.
  • Contributed to successful site launches in India and Brazil, ensuring smooth operational setup.

Senior Customer Service Associate

Tech Mahindra
Mumbai
05.2016 - 05.2022
  • Delivered inbound sales and support for the Australian market, consistently exceeding targets.
  • Cross-trained across multiple LOBs to support diverse business needs.
  • Served as Load Lead during nesting, mentoring new hires.
  • Shared customer insights to improve processes and strategy.
  • Recognized with multiple awards for top performance and service excellence.

Resolution Expert

Sutherland Global Service PVT
Mumbai
07.2012 - 04.2016
  • Promoted from Consultant to Resolution Expert for strong troubleshooting and problem-solving skills.
  • Handled complex technical issues using diagnostic tools and scripted procedures.
  • Delivered clear, step-by-step resolutions to customers across hardware and software concerns.
  • Specialized in conflict resolution and managing customer expectations.
  • Awarded Best Resolution Expert (REX) for two consecutive quarters for outstanding performance.

Education

Some College (No Degree) -

The National Institute of Open Schooling (NIOS)
Mumbai
06.2008 - 03.2010

Skills

  • Adjusting strategies for new markets

  • Analytical thinker

  • Enthusiasm for technology

  • Professional advancement

  • Strategic leadership

  • Objective planning

  • Developmental guidance

Accomplishments

1. Sutherland Global Services

Performance Excellence Ward: Best REX - Q1 and Q2 FY16

2. Tech Mahindra Business Services

Outstanding Performance: Vodafone Upgrades: Oct '16

Champ of the Month (Customer Service), Feb '17, Jan '18, Oct '18

Champ of the Quarter (Customer Service) Jun´18

3. Teleperformance Global Service

The Synergy Award (Excellent Customer), FY23


Certifications:

  • CI: Introduction to Lean Six Sigma Certification
  • CI: Measuring VOC (Voice of the Customer) in contact centers
  • KPIs and Quality Assessment Certification
  • Top Contact Drivers Certification
  • LSS YB - Yellow Belt Basics Curriculum Certification
  • White Belt Certification
  • Global Learning and Development Supervisor foundations
  • Line Manager Mental Health Sessions

Timeline

Assistant Manager

Operations at Teleperformance
05.2022 - Current

Senior Customer Service Associate

Tech Mahindra
05.2016 - 05.2022

Resolution Expert

Sutherland Global Service PVT
07.2012 - 04.2016

Some College (No Degree) -

The National Institute of Open Schooling (NIOS)
06.2008 - 03.2010

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Suraj MamidalaAssistant Manager - Operations