Shyam Kukkapalli

Shyam Kukkapalli has extensive experience in contact center management at United Airlines, where roles include Director of Contact Center Resource Planning and Work Force Management, overseeing staffing and financial management for over 5,000 agents, and Director of Contact Center Supplier Strategy and Performance, managing supplier performance across six call centers with over 2,000 agents. Previous positions encompass Director of Contact Center Operations, responsible for service level management and operational performance for 17 global call centers, and Sr. Manager of Contact Centers, achieving significant cost savings through outsourcing strategies. Earlier in the career, Shyam served as a Sr. Operations Analyst, managing operations for four call centers and 900 agents. Educational qualifications include a Master's degree in Industrial Engineering from Wichita State University and a Bachelor's in Mechanical Engineering from Osmania University.