Alekhika Mahapatra
Assistant Manager
Hyderabad
Summary
Assistant Manager experienced in directing activities of workgroups. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Problem solver, networker, and consensus builder. Focused on driving employee performance, achieving team goals and delivering consistent, on-time project completion.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Guardian
08.2021 - Current
- Handling team size of 25 associates and guiding the direct Team Leader reportees.
- Leading the operations team for a US Health Insurance Process.
- Ensure Adherence to Business SLAs.
- Ensured maximum staffing everyday while planning Leaves and staffing roster
- Connecting with Onshore team for process improvement and compliance checks.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Monthly Performance reviews with the teams.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Monitored employee productivity and optimized procedures to reduce costs.
- Connecting with WFM to understand the SL issues
- Coordinate with Quality team
Team Leader
Genpact PVT LTD- Google Client
HYDERABAD
02.2015 - 08.2021
- Led team of 34 members while providing exceptional client service.
- Set up and calibrated machinery to meet specific production requirements and meet desired tolerances.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Assisted process with new hire processing and existing training programs.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Partnered with managers to identify the root cause of the issue and solved using Fishbone Methodology
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
Technical Support Specialist
Knoah Solutions
Hyderabad
06.2013 - 02.2015
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Resolved 30 technical support inquiries per day.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Education
B.Tech - Computer Science
BPUT
OdishaSkills
SchedulingClient SupportPerformance AppraisalsCustomer Complaint ResolutionQuality ManagementDaily Workflow ImprovementClient ServiceEmployee EvaluationKey performance indicatorsPerformance improvementOrganization and Time managementRelationship-BuildingMentoringKnowledge in attrition, Shrinkage, scheduling
Accomplishments
- Supervised team of 10 Tier 2- Support functions staff members.
- Documented and resolved BQ management-
⮚ Had a positive impact of 2.5% to 3.8% on overall CSAT
⮚ Publishing reports to the respective stakeholders (including the Client)
⮚ Understand the different issues and working with training team for smooth execution
⮚ Have shown a positive impact of 2% to 3% on overall CSAT for any particular week
Timeline
Assistant Manager
Guardian
08.2021 - Current
Team Leader
Genpact PVT LTD- Google Client
02.2015 - 08.2021
Technical Support Specialist
Knoah Solutions
06.2013 - 02.2015
B.Tech - Computer Science
BPUT