Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Work Availability
Timeline
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JOHN SUMANTH VEMURI

JOHN SUMANTH VEMURI

Toronto,ON

Summary

10+years of experience in executing waterfall & agile projects with clients from North America, Asia and Europe Donned roles like customer success manager, scrum master, project manager, agile coach, pre sales, product owner Managed the rollout of 7 large-scale complex digitization projects worth 5Mn$ improving customer experience Handled 4 call centers located across the country and improved their service metrics by working through NPS and quality Defined, measured and reported key measurements using dashboards like Smart-sheets, Tableau, MS Office Suite, JIRA

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Success – Project Manager(LLQP)

WSB (Insurance)
01.2024 - Current
  • More than 500+ walk-throughs scheduled for clients looking for various insurance plans
  • Advised 700+ clients on the best plans for getting multiple returns on their investments and tax saving measures
  • Assisted 75 clients on the yearly follow-up plans and liaised with insurance firms on the KYC
  • 100+ disclosure forms, illustrations, reason why letters and the insurance plans have all been signed by the various clients

Project Management Instructor (Education)

Canadore College
04.2023 - 09.2024
  • Taught 1000+ students on project management principles, leadership, change management and procurement
  • Researched and helped practice various tools like Asana, Trello and Microsoft Project applications
  • Assigned 100+ exams, quizzes, test-reports and evaluated them across batches and helped improve their learnings

Customer Success - Project Manager, Waterfall technique

Challenger Motor Freight (Automotive Logistics)
11.2023 - 01.2024
  • Developed 15 smart-sheets along with 10 dashboards for more than 10 cyber-security projects
  • Documented more than 70 flaws arising out of vehicles on trips for the day and escalated to concerned service team
  • Designed 2 charters, cost-benefit analysis and scheduled kick off events with more than 25 stakeholders

Client Success - Project Manager, Agile Framework

Claim Secure, Mississauga (Insurance)
08.2022 - 02.2023
  • Conducted 3 kick-off meetings for API project after project charter is announced with the stakeholders by sponsor
  • Conducted 10+ agile planning sessions, prepared sprint and product backlogs, sprint reviews and retrospectives
  • Documented the daily notes in the Confluence with release planning dates and modified them on Azure Devops.
  • Liaised with 4 clients on initial sprint business review for the software features to be tested and developed
  • Coordinated with 50+ members on managing sprint backlogs, retrospectives, planning and estimates for each user story

Customer Solutions Specialist

Reliance Home Comfort , Toronto
03.2022 - 07.2022
  • Assisted more than 250+ customers on the up-sell and cross-sell scenarios once the equipment life gets over
  • Advised 475+ clients on service charges and booked appointments with the technicians on the requested schedules
  • Logged 1000+ service tickets on the SAP platform and coordinated with cross functional teams for service resolution

Customer Success Strategist and Project Manager, Agile Framework

Bosch Siemens Household Appliances Group, Toronto
11.2020 - 02.2022
  • Revolutionized the CSAT scores by improving them by more than 300% in 6 months of joining the firm.
  • Ran 40+ queries with SQL to arrive at the customer concerns through the feedback survey and categorized them
  • Developed 20 dashboards to project to the executive leadership on excellent NPS scores growth in global NPS calls
  • Aligned with global stakeholders in improving the Artificial Intelligence by 70% of the feedback categorization
  • Documented the issues, risk and job completion status along with comments in Confluence and run sprints in JIRA
  • Analyzed the progress and monitored the status of 50+ actions committed by the respective managers to improve the CSAT
  • Escalated 10+ core issues to senior management which impacted schedule and cost and proposed strategies to mitigate

Customer Success - Project Manager and Service Manager

EUREKA FORBES, INDIA (Banking and Consumer - Durables)
01.2019 - 11.2020
  • Conducted weekly internal calls to monitor and track the performance of 450+ team members in addressing issues
  • Shortlisted and selected one out of 7 telecom partners basis best tariffs and saved approximately 10 thousand dollars.
  • Spearheaded the customer app development by formulating the plan and set targets for development with vendors
  • Tracked 500+ customer complaints and resolved 15 escalations through multiple channels like IVR, SMS, Web, App etc
  • Floated 15 RFI and RFQ to vendors, analyze the offerings and helped management to finalize the selection.
  • Proven ability to forecast total manpower requirement of 700+ members for call center operations based on historical trends
  • Meticulously prepared 2000+ email and call scripts with Dynamics CRM to ensure minimum average handling time
  • Demonstrated capability to manage pre-sales and governance in infrastructure installation of telecom equipment
  • Migrated the data to the cloud IT infrastructure in lieu of the disaster recovery POP going vulnerable
  • Trimmed the costs down during COVID of all the non-essential activities leading to 20%savings of CRM budget
  • Shortlisted the best call center vendor out of 7 based on their AI capabilities and boosted productivity

Global Partner Support Manager, Call Center Manager , Waterfall Technique

TATA COMMUNICATIONS, INDIA (Telecom and Banking )
06.2015 - 12.2018
  • Scrum Master in daily and weekly meetings with product owners and developers for product launch
  • Hired 30+ agents with analytical skills and setup logistics infrastructure in running 24
  • 7 call center operations
  • Handled the ticketing management systems and addressed 800+ queries within TAT on Remedy and Service Now
  • Streamlined & customized the Sales-force CRM to align with the portal functionalities boosting efficiency by 20%
  • Managed to increase portal adoption by more than 50% and improve automation thus increasing efficiency

Tata Consulting Engineers (Design, Construction and Consultation)
06.2009 - 05.2013
  • First employee to master Dialux, a software which is used to enhance the lighting designs for office space
  • Designed cable routing, earthing, and lighting for the contractors and clients on site of area more than 100000sq ft.

Education

MBA - Business Administration

Indian Institute of Management
06-2015

Bachelor of Science - Electrical Engineering

National Institute of Technology
06-2009

Skills

  • Project management
  • Project planning and development
  • Project scheduling
  • Project tracking
  • Schedule management
  • Customer relations
  • Stakeholder communications
  • Budgeting and forecasting
  • Document management
  • Project estimation and bidding
  • Cross-functional collaboration
  • Project scope analysis
  • Cost control
  • Data analysis
  • Performance improvements
  • Technical support
  • Logistics management
  • Budget preparation
  • Business analysis
  • Root-cause analysis
  • Software development lifecycle
  • Requirements gathering
  • Change control processes
  • Functional & business requirements
  • Progress reporting
  • Strategic planning

Accomplishments

· Won award for top collaboration in Tata Communications for successful launch of the partner portal

· Extra Mile Award for achieving outstanding results in furnishing the vendor contracts for staffing and recruiting

· Rewarded as a STAR for global partner support group for scaling up the portal operations with ease

· Awarded Team Triumph for Focus on Execution in driving global partner adoption on portal

· Best employee award for registering the best NPS scores in NPS history for Bosch Siemens India

Certification

  • PMI – PMP, ACP
  • Scrum Alliance – CSM, CSPO
  • SSGI – Six Sigma Green.

Languages

English
Full Professional
Hindi
Full Professional

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Success – Project Manager(LLQP)

WSB (Insurance)
01.2024 - Current

Customer Success - Project Manager, Waterfall technique

Challenger Motor Freight (Automotive Logistics)
11.2023 - 01.2024

Project Management Instructor (Education)

Canadore College
04.2023 - 09.2024

Client Success - Project Manager, Agile Framework

Claim Secure, Mississauga (Insurance)
08.2022 - 02.2023

Customer Solutions Specialist

Reliance Home Comfort , Toronto
03.2022 - 07.2022

Customer Success Strategist and Project Manager, Agile Framework

Bosch Siemens Household Appliances Group, Toronto
11.2020 - 02.2022

Customer Success - Project Manager and Service Manager

EUREKA FORBES, INDIA (Banking and Consumer - Durables)
01.2019 - 11.2020

Global Partner Support Manager, Call Center Manager , Waterfall Technique

TATA COMMUNICATIONS, INDIA (Telecom and Banking )
06.2015 - 12.2018

Tata Consulting Engineers (Design, Construction and Consultation)
06.2009 - 05.2013

MBA - Business Administration

Indian Institute of Management

Bachelor of Science - Electrical Engineering

National Institute of Technology

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JOHN SUMANTH VEMURI