Vamsi Kanumuri

Client: SUFS (Step Up For Students)

• Acted as primary liaison between program stakeholders and delivery teams, ensuring product enhancements and service improvements were aligned with policy updates.
• Introduced Scrum ceremonies and backlog grooming to maintain delivery discipline and adapt quickly to seasonal demand spikes.
• Applied Lean principles to streamline application processing workflows, reducing turnaround time for scholarship approvals.
• Coordinated with Compliance and Policy teams to ensure all service processes adhered to regulatory and program guidelines.
• Designed real-time KPI dashboards to monitor metrics such as resolution time, customer satisfaction, and seasonal workload patterns.
• Implemented knowledge-sharing frameworks and updated SOP's to ensure accurate communication during high-volume application periods.
• Led training initiatives for support teams ahead of seasonal demand peaks, ensuring service readiness and quality consistency.
• Managed risk and contingency planning, preparing teams for potential policy changes, funding adjustments, or system outages.
• Oversaw incident resolution processes for escalated cases, ensuring sensitive scholarship-related issues were handled with accuracy and compliance.
• Partnered with technology teams to enhance CRM capabilities for better tracking, reporting, and follow-up on scholarship inquiries.

Client: Cox Automotive

• Owned the product delivery road-map, ensuring backlog prioritization was driven by business impact, client needs, and operational data.
• Led Kanban adoption across multiple teams to visualize workflow, reduce lead times, and improve SLA adherence.
• Collaborated with Training, WFM, and Quality Assurance teams to redesign on-boarding modules, reducing agent ramp-up time and increasing early productivity.
• Conducted voice-of-the-customer workshops to capture feedback and integrate insights into service improvement sprints.
• Directed process automation initiatives that eliminated repetitive tasks, freeing agent capacity for high-value client interactions.
• Managed change control processes to ensure new product features and support tools were deployed with minimal operational disruption.
• Produced data-driven reports for client stakeholders, highlighting service trends, SLA performance, and improvement opportunities.
• Coordinated cross-departmental alignment with IT, Operations, and Reporting teams to improve system up time and reduce service interruptions.
• Established real-time issue escalation protocols, significantly reducing time-to-resolution for critical client requests.
• Oversaw QA-driven process compliance audits to maintain consistent service standards across all support channels.

Client: Sony PlayStation

• Led Agile transformation by implementing Scrum and Kanban frameworks, resulting in improved sprint planning accuracy and faster delivery of service enhancements.
• Partnered with Product Owners to refine and prioritize backlog items, ensuring alignment with PlayStation's global service objectives and user experience goals.
• Applied Lean Six Sigma to identify and resolve process inefficiencies, leading to a measurable reduction in ticket backlog and improved first-contact resolution.
• Facilitated daily stand-ups, sprint reviews, retrospectives, and backlog grooming sessions to maintain delivery momentum and foster continuous improvement.
• Managed stakeholder relationships across global regions (North America, Europe, Asia), proactively resolving escalations and aligning expectations.
• Developed and maintained a centralized knowledge base for service agents, reducing on-boarding time and improving consistency in customer responses.
• Coordinated cross-functional initiatives between engineering, training, and quality teams to deploy new support tools and knowledge management systems.
• Delivered weekly and monthly performance reports to leadership, tracking KPI's such as SLA adherence, resolution time, and customer satisfaction scores.
• Spearheaded the roll-out of AI-assisted chat support features, enabling faster resolution for common customer issues.

• Coordinated staff schedules, ensured optimal staffing levels, and facilitated effective training programs to enhance team performance.
• Maintained high standards of customer service by resolving issues promptly, ensuring customer satisfaction, and fostering a welcoming store environment.
• Utilized strong communication and interpersonal skills to lead and motivate the sales team, fostering a positive and collaborative work culture.
• Demonstrated exceptional organizational skills and the ability to manage multiple tasks simultaneously, ensuring smooth store operations and achieving business objectives.
• Remedied issues and conflicts among workers using negotiation and active listening.

• Provide excellent customer and technical support for a leading e-commerce company. Assist customers with inquiries, troubleshoot technical issues, and provide solutions. Deliver exceptional service to ensure customer satisfaction.
• Managed high levels of call flow and responded to technical support needs.
• Used ticketing systems to manage and process support actions and requests.