Devendra Kumar Lulla is an e-commerce professional with 12 years of experience in operations and client management across various industries, including e-commerce, telecom, and banking. He has a proven track record of improving service delivery, process management, and customer satisfaction, specifically with Amazon and Vodafone. His core competencies include product management, capacity planning, and stakeholder management, supported by numerous achievements and awards for his contributions to operational excellence.

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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)