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
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
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)
India
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 )
India
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