Adepu Rakesh
Operations Manager
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About
Experience in Customer Service. Having rich expertise in handling a team sized 15 to 25 head count. Looking forward to work in a professionally managed and challenging organization where knowledge can be shared, enriched and ability to take up challenges is exploited. Contribute knowledge and creativity to the growth and development of the organization.
Experience
Senior Process Manager at Capgemini (2025-06 – 2025-11)
Manager at Sai Silks Kalamandir (2025-03 – 2025-04)
Assistant Manager at Startek.com (2021-07 – 2025-01)
Handled multiple processes including Flipkart (Online Shopping) and Zomato (Chat/Escalation). Managed team sizes of 17-25 users handling customer queries across multiple channels.
- Worked with Flipkart process (Online Shopping Website) from Jul 2021 to Feb 2022
- Handled team size of 17 users on call handling for customer queries
- Maintained AHT/CSAT parameters on daily basis and tracked shrinkage and attrition
- Analyzed day-to-day MIS reports and prepared WBR and MBR
- Collaborated with quality/training team for process improvements and feedback sessions
- Created SOP for smooth and consistent process flow
- Conducted one-on-one sessions with users regarding KRA performance
- Conducted employee recognition activities
- Interacted with Flipkart client for daily production quality
- Worked with Zomato chat process handling escalation department from Feb 2022
- Handled team size of 25 users on chat and call for customer queries
- Handled escalation calls when agents encountered difficulties
Team Lead at TechMahindra (2020-09 – 2021-03)
Worked with UPS process - a logistic handling portal running globally.
- Handled team size of 25 users working on key entry of shipments over UPS portal
- Maintained SPH (shipments per hour), quality and production metrics
- Controlled shrinkage and attrition
- Analyzed day-to-day MIS reports and prepared WBR and MBR
- Checked with quality/training team for process improvements and feedback sessions
- Created SOP for smooth and consistent process flow
- Conducted one-on-one sessions with users regarding KRA performance
- Conducted employee recognition activities
- Interacted with clients for quick and qualitative daily production
Team Lead at ShopClues.Com (2017-11 – 2019-08)
Handled chat team, email team, escalation team and inbound team for online E-commerce platform.
- Drove KPIs including CSAT, KRA reports creation, cost per save, revenue avoided
- Established meetings among team members and higher designated employees
- Responsible for interacting with team and sharing organization goals and achievements
- Analyzed team quality and training parameters
- Provided opportunities to agents for guidance and support to build career prospects
- Checked process correctness and information shared with customers
- Created SOP (Standard Operating Procedure) for call, email and chat channels
- Handled chat team, email team, escalation team and inbound team
- Shared quality feedback and discussed team improvement pointers for execution
- Maintained and controlled shrinkage and attrition
- Had technical knowledge and customer care understanding of sales, policies and procedures
Subject Matter Expertise Customer Support at ShopClues.Com (2017-03 – 2017-11)
Provided technical support and customer service expertise for online E-commerce portal.
Senior Analyst Customer Support at ShopClues.Com (2015-10 – 2017-03)
Senior analyst role supporting customer queries for online E-commerce website.
Technical Support at Softbiz Solutions Pvt Ltd. (2015-07 – 2015-10)
Provided technical support for eMEDZ Connect pharmacy software platform.
- Solved queries through Emails
- Provided support and assistance through calls
- Provided live chat support through Whatsapp application
- Provided remote access in helping to install software and its function usage
Email Executive & Technical CCE at Jabong.Com (2012-05 – 2013-11)
Provided email support and technical customer care for online fashion retail platform.
- Provided E-Mail Support to Customers and related Clients
- Problem resolving and maintaining customer related queries
- Solved Customer queries with extreme importance
- Conducted follow-ups of autogenerated mails through high priority calls
Education
Bachelor of Technology in Information Technology – Jyothishmathi Institute of Technology & Science, Karimnagar (2006 – 2010)
Intermediate – SVS Junior College Hanamkonda (2004 – 2006)
SSC – C.G.C.H. School, Devapur (2003 – 2004)
