ABIRAAMAN NATARAJAN
Subject Matter Expert
Chennai
Summary
Listen Learn, perform and make your team to perform. This is the key goal of mine if I'm put into an role of Team leader, since I believe in team effort and in team work, than a individual one to keep my organization on growing side.
Summary
Over all 8.7 years experience as Subject Matter Expertise by managing, coordinating and monitoring the team productivity, Error rate and motivating them to their next career step. Assessing the Team member’s feedbacks, evaluating areas of improvements and implementing new process to achieve goal metrics. Identifying process automation techniques which in term contribute to business revenue.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Senior Associate - Business Operations
Foodhub Solutions Pvt LTD
Chennai
08.2018 - Current
- Initially Designing the menu clients based on their request and Assisting the client for updating the menu through calls and emails.
- Scheduling calls for the client with the respective departments for their queries and following up with the same .
- Currently handling 15 members Team and Doing Quality Check for the tasks completed by the agents and providing feedback for the same
- Collating the feedback shared with the agents and scheduling a session to reduce the error rates
- Sending, Daily Weekly and Monthly Report for the Agent and Preparing data for Incentives
- Preparing KPI & KRA data
- Auditing the calls made by the agent and provide feedback on daily basis.
- Training the new Agents and conducting the assessment
- Conducting training sessions on regular basis to ensure that every team member is having same knowledge about the process
- Assisting the development team for the automation project by raising Jira tickets and following up with the same
- Reporting and testing the issues resolved in the sprint and sharing the feedback with the development team for automation project
Senior Consultant
Sutherland Global services
12.2015 - 04.2018
- Review metrics and prioritize workflow
- Develop a strategy for the team to reach its goal
- Drive the team to continuously match and exceed the team goals
- Managing resource allocation in conjunction with the manager to meet SLAs and business goals
- Communicating with the business stakeholders on task requests
- Giving weekly and monthly updates to managers about highlights and low lights of the metrics
- Providing deep dive analysis when the metrics drop and building road map in order to rectify and prevent future reoccurrences for the same
- Ensuring that capacity and capability are continually planned
- Identifying opportunities for process improvement
- Tracking and driving daily productivity and quality of the associates
- Acting as SME (subject matter expert) and resolving mapping related queries raised by team members
- Willingness to work outside of the standard work day depending on operational and business needs
- Encouraging, identifying, and developing best practice strategy
- Monitor team members' participation to ensure the training they providing is being put into use and also to see if any additional training is needed
- Manage the flow of day-to-day operations
- Implementation of point based productivity metrics to eliminate subjectivity and enhance the performance management
- Performed internal audit to improve team’s accuracy
- Support team lead on data request
- Enhancing and maintaining employee engagement, development, and retention (Fun activities, Key talent identification & development, Attrition level)
- Responsible for the smooth running of respective shift and maintaining discipline on work floor
- Ensure that all steps are in compliance with safety and regulations and promote the company in safety culture
- Pre/Post shift: Discuss previous days performance and setting expectations (targets) for the day, Analysis for achieving, not achieving the targets.
Consultant
Sutherland Global Services
Chennai
09.2013 - 01.2014
- Built and streamlined processes focused on customer impact and aligned to the principle working backwards
- Project and Program Management: Effective leveraging the SOPs and systems in ways to achieve team’s goals to enable the continuous improvement of the quality of the processes thereby achieving the business goals
- Change & Stakeholder Management: Effective communication with stakeholders to influence and drive process changes to improve the existing processes in reducing the cycle time.
Education
Higher secondary certificate -
Ramakrishna Vidhyaalya Matric Higher
Secondary School
01.2009 - 07.2013
School Leaving certificate -
Ramakrishna Vidhyaalya MatricHigher Secondary School
01.2008 - 01.2009
Bachelor degree - Computer Science Engineering
Mailam Engineering
College
Skills
Self-Motivated
undefinedAchievements
- Recognized and Rewarded as Best team lead for the month of August 2015
- Recognized and Rewarded as Best team lead for the month of April 2016
- Recognized and Rewarded as Best team lead for the month of May 2016
- Recognized and Rewarded as Best team lead for the month of June 2017
- Recognized and Rewarded as Best team lead for the month of December 2017
- Best Performer Award for the Quarter 3 - 2020
- Spot Award for the Quarter 1 - 2021
- Spot award for the extraordinary performance in T2S
Additional Information
Date of birth : 08/11/1991
Father’s Name : Natarajan Narayanasamy
Permanent Address : 958, Rajendran Street, Saraswathi Avenue, Villupuram
Hobbies : Writing Short Stories, Reading books, Listening and Counseling people
Languages Known : English, Tamil.
Timeline
Senior Associate - Business Operations
Foodhub Solutions Pvt LTD
08.2018 - Current
Senior Consultant
Sutherland Global services
12.2015 - 04.2018
Consultant
Sutherland Global Services
09.2013 - 01.2014
Higher secondary certificate -
Ramakrishna Vidhyaalya Matric Higher
Secondary School
01.2009 - 07.2013
School Leaving certificate -
Ramakrishna Vidhyaalya MatricHigher Secondary School
01.2008 - 01.2009
Bachelor degree - Computer Science Engineering
Mailam Engineering
College
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