Sai Supreeth

About Sai Supreeth

A qualified and result-oriented Individual with 6+ Years of working experience with…

Experience

1. Associate Program Manager - Global Partner Management & Vendor Operations (Pmo,safety Risk & Cx)

   Uber

   Jun 2021 — Present

   Reporting to the Vendor Program Manager, Program Leader & owning the relationship with the BPO-Vendor site(s), performance management & service delivery Currently Handling Srilanka, India, Bangladesh, Malaysia, and North Asia Partner Sites Point of Contact for the BPO navigating in Uber, as well as Uber internal stakeholders playing a role in the support operations. Managing complex vendors and performing weekly qualitative and quantitative analyses of error trends whilst collaborating with peers supporting other vendors/ regions to aggregate, prioritize and report on the top quality issues impacting the organization Designing, Building, and Documenting key Partner Management processes & SOPs. Ensuring compliance to goals and behaviors through daily performance management and weekly/monthly root cause analysis of appropriate logging behaviors, transaction monitoring accuracy, CSAT/DSAT, and calibration Coordinating vendor sites (offshore development centers etc) for Business Operations leadership teams. Handling the performance of the third party contact center partner and program, driving results through strong internal and external collaboration to improve the quality and efficiency of the program Scheduling Quarterly Business Reviews (QBR) and/or Monthly Business Reviews (MBR) with the vendors and manage the action items from these reviews Ensuring program success through strong performance management of KPIs (Productivity, Quality, etc) Managing BPO performance with accountability for key conversational metrics including costs, SLAs, AHT, CSAT, NPS, quality, retention, and similar performance indicators. Highlighting operational efficiencies (Productivity,Quality etc) of leveraging the vendors to the global Business Operations teams Streamlining the process with Operations managers, vendors, and other key stakeholders Managing the vendor resource on-boarding and off-boarding activities, in partnership with the Operations managers and other stakeholders

Education

• Indian Institute of Management, Calcutta

  Master's degree, Executive Programme in Management

• Amity University

  Master of Technology - MTech, Information Technology

• Mahatma Gandhi Institute of Technology

  Bachelor of Technology, Computer Science

• The Hyderabad Public School Ramanthapur - HPS (R)

  10 Th Grade ( CBSE ), General Studies

• Indian Institute of Management Raipur

  Master of Business Administration - MBA, Marketing , Operations

• Narayana Junior College , Nallakunta

  Intermediate ( AP State Board ), MPC