Santosh Chilakalapudi
Business operations management
Hyderabad
Summary
A Seasoned professional with over 15 years of experience, aspiring to secure the Project Manager role. Bring comprehensive expertise in Operations, Google AdWords, Facebook Ads, Instagram Ads, Social Media Marketing, ad campaign optimization, and content moderation. Proven track record in Operations Management, People Management, Scrum Master, and Agile practices, dedicated to driving operational excellence and fostering a collaborative, high-performance work environment.
Overview
16
16
years of professional experience
Work History
Business Manager Director
Stradex Vietnam Company Ltd
Ho Chi Minh city, Vietnam
01.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
Lead consultant (Project Manager/Scrum Master)
Virtusa
04.2022 - Current
- Led team discussions, fostering constructive debates
- Empowered and motivated the team towards self-management
- Managed end-to-end project and process activities
- Oversaw five projects in the media segment, collaborating with the content authoring team.
Assistant Manager (Ops)
Concentrix
07.2018 - 04.2022
- Oversee daily operations of the account, cultivating a productive and achievement-oriented environment
- Address operational issues promptly, ensuring 100% accuracy in SLA, KRA, project development, and deliveries
- Lead the operations team to achieve excellence in operations and deliver exceptional customer service
- Educate the team on best practices, company policies, and service excellence standards
- Develop and maintain operational guidelines for staff
- Manage operational cost, risk, and audit activities
- Contribute to recruiting, training, performance evaluation, promotion, and termination processes
- Determine staffing requirements and oversee work assignments
- Evaluate current operational strategies and recommend improvements
- Generate essential operational reports for management as needed.
Team Leader
IGS Hyderabad (Google)
04.2017 - 10.2018
- Led daily team huddles and set clear agendas for core metrics
- Conducted call audits, providing constructive feedback to enhance efficiency
- Facilitated 1:1 sessions, identified strengths, and guided team to meet monthly targets
- Analyzed individual account performance, offering feedback to improve results
- Ensured call flow alignment with quality guidelines through calibration sessions
- Coordinated with city managers for rapid issue resolution and customer rapport
- Structured team members' days for focused achievement of process metrics
- Participated in Weekly Business Reviews (WBR) with Google, presenting performance dashboards and discussing action plans
- Google Ads Certified Professional in Fundamentals, Advance Search, Display network.
Sr. Process Developer (Agency Development Manager)
Genpact, Hyderabad (Google)
03.2011 - 04.2017
- Led key advertising agencies, managing 100+ clients, optimizing AdWords campaigns for sustainable revenue growth
- Exceeded quarterly goals, crafted impactful proposals, and addressed sales challenges for enhanced client engagement
- Conducted strategic reviews with top agency executives, fostering strong collaborative partnerships
- Handled B2B, B2C and SMB clients
- Proactively acquired new agencies, providing education on digital marketing trends and benefits
- Maintained positive public relations, communicated upcoming Google events, and held Google AdWords certifications
- Proficient in designing and optimizing ad campaigns using Salesforce and Google Ads.
Customer relationship executive
CONSIM Info
05.2013 - 05.2014
- Engaged with customers to analyze their needs and educated them on the advantages of paid memberships
- Delivered top-notch service to members after thoroughly assessing their issues.
Sr. Customer Service Executive
IBM
02.2009 - 08.2010
- Managed and addressed inbound calls, delivering prompt resolution to customer queries
- Achieved first-call resolution, showcasing efficiency in problem-solving
- Engaged with customers through inbound telephone calls, providing comprehensive and professional information.
Education
MBA - Operations Management
GITAM Institute of International Business
01.2017
B.A - Administration
Andhra University
01.2007
PGDAT -
NCMDT (National Center for multimedia design and training)
01.2003
Skills
- Cross-functional team leadership
- Resource allocation
- Transition management
- Enterprise resource planning (ERP)
- Team management
- Negotiation, and adaptability
- Digital Advertising (Google Ads, Facebook Ads)
- Social Media Marketing (Instagram, YouTube Shorts)
- Strong Communication Skills
- SEM Strategies
- Copywriting and Content Creation
- Budget Management
Team Leadership & Development
Issue Resolution
Processes and procedures
Business Analysis
Troubleshooting
Analysis & Evaluation
Organizational Development
Reporting capabilities
Project Analysis
Configuration Management
Client Relationships
User Support
Analytical Thinking
Customer Relationship Management
Project Management
Problem-Solving
Continuous Improvement
Goal Setting
Strategic Planning
Employee Management
Quality Assurance
Work Planning and Prioritization
Client rapport
Best Practices Implementation
Performance Tracking
Process Optimization
Requirements Gathering
Delivery Assurance
PHP
Failure Analysis
Forecasting and Reporting
Research and Development
International mobility management
Excellent Communication
Reliability
Multitasking Abilities
Team Leadership
Organizational Skills
Effective Communication
Accomplishments
- Earned 11 Bronze Awards for consistently surpassing revenue targets, showcasing exceptional performance.
- Achieved a Silver Award as a Star Performer for sustained excellence in revenue generation.
Timeline
Business Manager Director
Stradex Vietnam Company Ltd
01.2024 - Current
Lead consultant (Project Manager/Scrum Master)
Virtusa
04.2022 - Current
Assistant Manager (Ops)
Concentrix
07.2018 - 04.2022
Team Leader
IGS Hyderabad (Google)
04.2017 - 10.2018
Customer relationship executive
CONSIM Info
05.2013 - 05.2014
Sr. Process Developer (Agency Development Manager)
Genpact, Hyderabad (Google)
03.2011 - 04.2017
Sr. Customer Service Executive
IBM
02.2009 - 08.2010
B.A - Administration
Andhra University
PGDAT -
NCMDT (National Center for multimedia design and training)
MBA - Operations Management
GITAM Institute of International Business
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsStock Options / Equity / Profit SharingLanguages
English
Advanced (C1)
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