Amritha.N Prabhu

• Experienced in handling Projects using Agile methodologies. Successfully launched multiple projects from Planning to production
• Defining project roles and responsibilities in close collaboration with the Stakeholders, including project scope and objectives to ensure a cross-functional understanding amongst project members
• Adhering to deadlines with Quality and Deep diving into issues and finding path to resolutions within the Org scope.
• Responsible for handling Severity-2, executive & Media escalations and working along with Account Managers, Reps and Sellers to derive issues towards resolutions. Also created COE summaries.
• Reaching out to cross functional teams to understand the areas of growth, expanding horizons by utilizing transcripts to implement case studies into real time work. Achieve productivity standards & adhere to accuracy standards
• Working with HNI sellers to ensure their inventory is readily available for sale during major events for US/EU/APAC MPs.
• Reduced queue volume by 20% during peak by identifying low hanging SIMs and Training seller facing teams to handle issues and locate accurate SOPs before reaching to our queue.
• Assessing risk management policies and protocols; making recommendations and implementing modifications and improvements. Developing models and contingency plans to deal with potential threats.

Subject Matter Expert (2017-2020)

• Created SOPs, documents & newsletters to educate team of 150 members from BNG & PNG nodes on frequent process updates
• Built an internal quality team using 6 sigma methodologies to audit cases and provide coaching to associates. Introduced CAPA analysis, QMS/Live/Biased audit. Worked with tech teams to enable a mechanism which sends automated responses to associates who have not met Quality. With this we were able to reduce quality errors to 69% in first 2 months 80% in the span of 8 months
• Worked with tech teams to create a repository tool embodied
  with Java & Python script to track new updates, SOPs, flowcharts and also introduced query mechanism using Chat-GPT and aligned top performing associates to respond to the queries by associates. This improved our first touch SLA to 95% when averaged out for 6 months.
• Collaborating with third part labs to assess if the product is ok for live sale

People Management (2021 -2022)

• Website scrubbing based on critical reviews & Initiating a Outreach on Seller messaging for 60950-1 safety documentations
• On-boarding In-house talents who were interested to move in technical grounds and formed a team of four & titled as "Business support engineers"
• Launching Process & products across Marketplaces and setting up operational teams from scratch. Training & delegating
• Hiring candidates who best suited the Compliance Job requirements
• Responsible for creating score card for L3 population. Delegating projects for FLS candidates and issuing coaching plan for folks who need Improvement. Creating yearly forte discussions to assigned team and working with HR partners to align on hike discussions for L3 span.
  

• Expertise in handling end-to-end banking operations with finacle software
• Handling international remittance, repatriations and financial advisory for resident and nonresident customer.
• Handled NRI portfolio and generated 35% of CASA requirement for entire branch in first 6 months joining.
• Managing institutional and retail customer portfolio and generating leads for investment and handling HNI customer requests as a relationship manager.
• Promoted products or services to each customer to consistently achieve sales targets
• providing validation support to external auditors & concurrent auditors along with back-office counterparts for their ad hoc requests.
• Executed customer transactions, including deposits, withdrawals, money orders and Cheques
• Handled Products such as Home loan & Gold loans which generated revenue
  to the branch

• Call monitoring and training teams on handling Quality conversations with customers
• Increased annual revenue($3800~)by recommending improvements in efficiency by achieving over and above the target level
• Answered telephone or online requests and completed interactions quickly to meet productivity goals