Mahendra Siva

Led cross-functional teams, including developers, testers, digital marketing, and DevOps, to implement and manage Adobe Commerce for website development. Directed the integration, customization, and optimization of eCommerce services, including Magento upgrades. Ensured seamless website performance, ongoing maintenance, and effective management of all eCommerce operations.

Projects and Organizations Managed:

• American Academy of Ophthalmology, Inc.
• Franklin Empire.
• Bunzl USA Holdings, LLC.
• Earthlite LLC
• EXAIR Corporation.
• Ram Tool & Supply Co. Inc
• Vinfolio Inc.

I improvised in the presales pitch with U.S. clients and secured business worth $15,000 in just four months.

Project Managed:

Pulse Tool Development:

Lead a project to create a Pulse Tool, a software that tracks work attendance and progress.

Fusion Tracker Development:

Completely managed the development of Fusion Tracker, a system that gathers and evaluates real-time feedback and ratings from all employees.

Client ID Deletion Automation:

Initiated a project for deleting the client ID to decrease the manpower in the lean reduction concept. As a project manager.

Contact Center Delivery Management:

Email and chat.

Industry: E-commerce.

Responsibility

• Handling a team of 80 members and four team leaders, and making them achieve their targets based on the roles and responsibilities provided.
• Feedback and coaching to employees, and direct review of team leaders.
• Following up with the presentation for WBR and MBR with the client.
• Quality audits and regular audits for every team member should be conducted weekly, providing feedback and coaching.
• Rostering for the whole process and handling attrition details for the complete head count, accountable for all active employees.
• Established a report-based work area with day one, and made sure reports reach the entire community.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established team priorities, maintained schedules, and monitored performance.
• Recruited, interviewed, and hired employees, and implemented a mentoring program to promote positive feedback and engagement.

Process: Email and semi-voice.

Industry: Telecom.

Responsibility:

• I performed a root cause analysis to detect and fix the errors in mail handling from three angles: advisor, process, and quality.
• I coordinated with the client to develop and approve the standard operating procedure (SOP) for the whole process.
• I had to inform all the team leaders about the project and ensure that they received the necessary files and instructions.
• Escalation was 75%, and post-takeover, I brought down escalation to 5%.
• Supervised processes to eliminate weak points or bottlenecks in business operations.
• Enhanced data gathering, extraction, and analysis for diverse workflows and procedures.