Chanakya Kotha

About Chanakya Kotha

Operations Manager | Process Improvement | Team Leadership | Actively Seeking Customer Experience & Service Delivery Leadership Roles | Available Immediately Open to opportunities across India | Open to Hybrid/RemoteTransforming Operations into Competitive Advantages | 9+ Years Driving Customer Experience Excellence & Operational PerformanceI don\'t just manage operations—I transform them. With nearly a decade of progressive leadership across Microsoft, iBASIS, Apple, and Amazon, I\'ve consistently delivered results that matter: 28% CSAT improvements, 31% FCR increases, and 40% reductions in escalations.What I Bring to Your Organization: Customer Experience Leadership – Expert in elevating NPS, CSAT, and service quality through data-driven strategies and team empowerment. I\'ve led cross-functional teams to consistently exceed satisfaction benchmarks while maintaining operational efficiency. Data-Driven Decision Making – Proficient in Power BI, Kusto, and Dynamics 365, I transform raw data into actionable insights that drive strategic improvements and measurable business impact. High-Performance Team Building – Proven ability to mentor managers and technical teams through structured development programs (IDPs), resulting in 30% YoY productivity increases and strengthened leadership pipelines. Process Innovation & Automation – Delivered 20-25% operational efficiency gains through intelligent process redesign, automation implementation, and continuous improvement methodologies. Technology Integration – Successfully deployed AI-driven diagnostics, streamlined ticket routing systems, and real-time feedback analytics to enhance service delivery and reduce resolution times.Recent Impact at Microsoft:Boosted customer satisfaction from 78% to 93% within 18 monthsEnhanced First Call Resolution by 31% through technology optimizationAchieved 10% cost optimization while improving service qualityReduced escalations by 40% using predictive analyticsMy Leadership Philosophy:I believe exceptional operations stem from empowered teams, simplified processes, and relentless focus on the customer. I create environments where people thrive, systems scale, and customers become advocates.Currently Seeking:Operations Manager | Customer Experience Director | Service Delivery Manager | Technical Support Manager roles where I can drive transformation, build winning teams, and deliver measurable business results. Let\'s connect if you\'re looking for a leader who combines strategic vision with hands-on execution to deliver operational excellence.

Experience

1. Operations Manager

   Microsoft

   Oct 2023 — Present · Hyderabad, IN

Education

• Kakatiya Institute of Technology & Science, Yerragattu Hillocks, Bheemaram, Hasanparthy, Warangal

  Bachelor of Technology - BTech, Information Technology

  2010 — 2014