12 years of progressive experience in E-Commerce/ITES (Business Process Outsourcing) in Operations & Client management both International & Domestic. Sustained and improved multi-site large program delivery through focused program management & business practice analysis.

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Devendra Kumar Lulla
E-Commerce Professional
Email – devendra_kly@yahoo.com Contact No- +91 9985012904
Summary: 12 yearsof progressive experience in E-Commerce/ITES(BusinessProcessOutsourcing)inOperations&Client
managementbothInternational &Domestic.Sustainedandimprovedmulti-sitelarge programdeliverythroughfocused
program management&businesspractice analysis.
Industries:
 E-commerce – CustomerService,Service Delivery, StakeholderManagement,Performance Management,Category
Management( Amazon North America & India Operations)
 Telecom– CustomerService inall modalities - Voice,NonVoice,Dataoperations,StreamliningOperations,Quality&
TrainingFunctions (Vodafone IndiaOperation)
 Banking– CustomerTelephoneServices,TransactionMonitoring, Fraudprevention,RiskAssessment(HSBCUK
Operations)
Core Competencies:
 Product& ContentManagement;ProcessRe-engineering&Change Management
 ProfitandLoss Management;PortfolioManagement;Invoicing
 CapacityPlanningandVolume sizing
 StakeholderManagement&Performance Management
 Pricingnegotiations,RiskAssessment
 TransactionMonitoringandCustomerLifecycle
Work Experience:
Manager – CustomerService,
Amazon DevelopmentCentre IndiaPvt Ltd – Hyderabad (FromJune’14- Till Date)
Job Profile:
 Managed endto end CustomerService ProcessManagement forAmazonbusiness.IN B2Bprocess andB2C
 Managed endto endoperationsof IN primaryteamsalignedto handle customers’queriesandescalations
 PreparedPlanof Action (30-60-90 Days) to bridge all the processrelatedgaps andimprove qualityof services
 Managed anddevelopedthe operational teamintermsof KPIachievementanddrivingprocessmetrics
 Responsible fordrivingWeekly,Monthly,QuarterlyandYearlyBusinessReviewswith stakeholders
 Conductedinteraction withbusinessdevelopmentteams regularly toensure smoothoperational functioning
 Liaisedwithbusinesspartners(CSI,Projects,BDM,KC,and ID) to formulate SOP(StandardOperatingProcedures) as
perbusinessrequirement
Project & Achievements:
 Plannedandexecutedadditionof variousnew categorieswithinAmazonbusiness.IN (A WholesaleSegment)
 Successfullycompleted&implemented4Site & Network level projectsto enhance customerexperience,reduce
customereffortsandimprove qualityof servicesinspanof 8 monthsof operations.
o Fedex ReturnProcedure –Outbound callsreducedby 27k/Quarter & 1st attempt Pick Upimprovedby 32%
o Guarantee DeliveryDate &Returnto Origin- LeadershipMan-hourssavedupto 102 hrs by implementing
Batch ApplicationProcess;alsoledto call reductionby 1160 Call/Week
o Streamlined RefresherProcesswhichhashelpthe site toimprove NRRby 3.5%
o Initiatedandsuccessfullyrana CustomerDelight Program for reinforcingcustomerfocused culture in
Amazon;Garnered 13,000 plusnominationsand rewarded 600 plus CustomerDelightAmbassadors
 The most prestigiousAllRounderAwardforQ12015
 5 TimesconsecutiveBestManagerAward

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Manager Operations/Account Owner
AegisLimited– Jamshedpur– Vodafone Prepaid(Bihar & Jharkhand circle) (FromApril’11- May’14)
Job Profile:
 Responsible forP&Lforall LOBs: Account size 15CR per annum withan overall headcountof 700FTE
 Handled ProcessManagement forVodafone Bihar&Jharkhand circle basedoutof twosites(Kol & JSR)
 Drove KPIachievement, processmetrics andReward/Penaltymetrics
 ConductedWeekly,Monthly,Quarterly &YearlyBusinessReviewswiththe team &presented tothe client
 Responsible forQualityandTrainingfunction’ssmoothoperation
 Interactedwith Clientfrequently tobridge processgaps andensure smoothoperational functioning
 WorkedwithCapacityPlanningTeamtorationalize the Headcountforoptimumutilizationof resources
Projects& Achievements:
 Initiatedandran 4 process level projects toenhance customerexperience e.g.RequestCSATMagic,Repeat
ReductionProjects,ProjectSankalp( BehaviorandChange Management)
o Identifiedand improved FirstTime resolution(FTR) by 20% withhelpof Greenbeltproject
o Reduced qualityerrors (Critical errors) by 4%; and improvedoverallqualityof the processby7%.
o Improved External Call Quality by drivingprojectSankalp;Process Ranked2ndRunnerUp across Indiain2014
o Supportedclientto improve ComplaintCSAT by 12% byreducingwrongnetworkcompliant.
o Improved Overall CSATby 8% for Vodafone Bihar & Jharkhand Circle whichhelpedthe processtobe inTop 3
amongall 23 Vodafone Circle.
o AHT base liningfor Data GPRS Calls.
 Improved productivityby ~ 18% whichhelpedinrightsizingthe headcount& inmaximizingRevenue perFTE
 Improved Centre Profile by9% and increased Revenue perFTEby ~ 16%.
 Letterof AppreciationfromGlobal Headformycontributiontothe process.
 BestManager Awards
Asst. Manager Operations
AegisLimited– Kolkata – Vodafone Prepaid(B&JCircle) (FromAugust’09- March’11)
Job Profile
 Managing prepaidLine of BusinessforVodafone BnJ.
 Drivingperformance andService DeliveryforPrepaid.
 Real time queue managementtoensure all basichygienemetricare inplace.
 ReviewTeamLeadersontheirperformance andguide themforbetterperformance management.
Asst. Manager Operations
HSBC Global Resourcing– Kolkata – Fraud PreventionOperation. (From May’06-July’09)
Job Profile:
 Lead a teamwhich reviewspaymentsandtransactionsdone by International customersmanually andoverinternet
to identifysuspiciousactivities.
 To ensure thatthe publishedstandardsforAHT,PrimaryLeadsand CSS Points(CustomerSales&Service)are
achieved,througheffectivelyimplementingall service enhancinginitiativese.g.individualsolutionscrosssalesand
generatingqualityreferrals.
 Up-trainto identifyKYC(‘Know YourCustomer’)triggersfromvariousapplicationsduringthe time of account
opening.
Projects& Achievements:
 Winnerof ‘Teamof Quarter’at HSBC, BestAsst.Manager
 Successful completionof YellowBeltSix sigmaprojectwhichhashelpedthe departmenttostreamlinethe various
transportationissuesandhelpedthe organizationtosave USD 23.4k PA.

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 Completedsuccessfullybank’scertifiedtraining on‘MoneyLaunderingDeterrence Program’,UKData ProtectionAct
1998, Operational RiskAssessment,TreatingCustomerFairly, ComplaintHandling, Security&FraudAwareness and
UK BankingCode.
 Initiatedandleadthe projecton "EnhancingLog in Efficiency"onthe operationsfloor,toenhance on-timeloginfor
all employees.Result:Pre - Implementation:54%,Post-Implementation:74%.
CustomerService Executive
HSBC Global Resourcing– Hyderabad – Customer Telephone Services (Feb’04 – May’06)
Job Profile:
 Deliveringahighqualitycustomerdrivenservices,whichprovides customerswithapositiveviewof HSBC,andmeet
theirexpectationsin termsof accuracy, timelinessandprofessionalismandcreatesclearwater betweenHSBCand
itscompetitors
Fortune InfotainmentPvt Ltd, (Feb’2003 – 31st Jan’2004)
ProjectOfficer
SterlingHoliday Resorts IndiaLtd., (Sep’2002 – 31st Jan’2003)
SalesRepresentative
Education:
B.Com(Hons.) 1995-1998, Kalyani University.
MBA (Marketing), IIMM2002.
Reference:Tobe furnisheduponrequest
Date:
(DevendraKumar Lulla)