Sidhartha Padhy
Hyderabad
Summary
Proactive Manager with over 11 years of experience in the ITES/BPO industry as a highly skilled customer service and sales management professional seeking a new career challenge.
I bring a comprehensive background in sales, fraud prevention, legal and collections, escalation and dispute management. Methodical and known for being resourceful, I am committed to driving results and delivering exceptional performance in any role.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Indian Eagle
10.2023 - Current
- Dispute resolution involving customers, financial institutions, acquirers, consolidators and merchants.
- Rebuttal Preparation for banks to deny charge reversals by analyses of booking timelines, compiled relevant documents and evidence.
- Charge back Prevention - Implemented corrective measures to prevent future chargeback occurrences, improving operational excellence.
- Fraud Verification - Authenticate and verify account ownership to improve the security layers of the web portal.
- Legal and Collections Enforcement by issuing final demand letters and negotiating settlements and escalating to lawsuits. Collaborated with process servers to deliver citations and petitions, Later prepared and submitted final legal documentation to courts and monitored payment collections post-verdict, ensuring closure.
- Revenue Collection Efficiency - Achieved collection efficiency rates of 78.3% (2022), 56.5% (2023), and 18.5% (2024 to date).
- Department of Transportation Complaints - Responsible for drafting and resolving high-level complaints filed with US gov ensuring compliance and resolution.
- Better Business Bureau (BBB) complaints - Managed and resolved US gov and social platform complains.
- Escalation Management.
- Terms and Conditions Management.
- Roster Management.
- Performance Management, analysis and reviews.
- Continuous Team Development - Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Data Reporting: Delivered regular performance reports to leadership, highlighting key metrics and actionable insights.
Team Lead Sales Operation
Indian Eagle
08.2020 - 10.2023
- Team Management - Led, mentored, and managed the sales operations team to consistently achieve high performance and meet organizational goals.
- Customer Relationship Management (CRM).
- Escalation and Complaint Management.
- Crisis Response during COVID-19 to manage ticket cancellations, refunds and rebooking for thousands of reservations which gave me special appreciation from upper management.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Senior Travel Specialist
Indian Eagle
06.2018 - 08.2020
- Ticketing and Travel Coordination - Leveraged extensive knowledge of airline policies and procedures to optimize routing options for cost-effective flights.
- Customer Service Excellence - Addressed customer inquiries, concerns, and requests. Demonstrated exceptional problem-solving and communication skills helped me to receive the highest Customer Satisfaction (CSAT) scores.
- Complaint Handling and Management.
- Training and Mentorship.
Team Lead Sales Operations
Tata Business Support and Service (TBSS)
07.2015 - 06.2018
- Performance Management, analysis and reporting.
- Employee Counseling and feedback.
- Attrition Management - Conducted regular analyses on a weekly, bi-weekly, monthly and quarterly basis, ensuring attrition rates remained below the company's benchmark.
- Process Auditing.
- Client interaction.
- KRA and KPI management.
- Recruitment and Talent Acquisition.
- Organizational development - Maintained employee engagement and morale.
Customer Care Executive
Tata Business Support and Service
01.2014 - 07.2015
- Customer Satisfaction Survey - Conducted outbound calls to TATA Motors customers post-free servicing to gather feedback and measure satisfaction on a scale of 1 to 10.
- Team Support and Training - Included Daily Stand-ups, On-the-Job Trainings (OJTs) and Knowledge Assessment Tests (KAT).
- Process Auditing and Feedback - Evaluated agent calls and provided constructive feedback to enhance performance and service quality.
- Operational Oversight.
Education
Bachelor of Science - Electronics And Communications Engineering
Centurion University
Paralakhemundi01-2013
Intermediate - Science
Centurion University
Paralakhemundi01-2009
Skills
- Airline ticketing platforms - GDS Proficiency (Sabre, Amadeus and World-span)
- Software - Documentation Tools (Excel, PowerPoint, MS word), C, C, Java (JDK17), Matlab, Oracle
- Customer relationship management (CRM)
- Fraud Analysis and Prevention
- Operations management
- Project management
- Decision-making and Strategic planning
- Problem-solving
- Adaptability and flexibility
- Staff supervision and scheduling
- Performance evaluation
Accomplishments
- Best Performer of the Year 2019 for outstanding contributions to team performance and customer service excellence.
Languages
Odia
Native language
English
Advanced
C1
Telugu
Intermediate
B1
Hindi
Advanced
C1
Timeline
Assistant Manager
Indian Eagle
10.2023 - Current
Team Lead Sales Operation
Indian Eagle
08.2020 - 10.2023
Senior Travel Specialist
Indian Eagle
06.2018 - 08.2020
Team Lead Sales Operations
Tata Business Support and Service (TBSS)
07.2015 - 06.2018
Customer Care Executive
Tata Business Support and Service
01.2014 - 07.2015
Bachelor of Science - Electronics And Communications Engineering
Centurion University
Intermediate - Science
Centurion University
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