Angel Smriti Selvaraj

•Lead the Process Excellence & Training team's transformation journey out of contention.

•Developed VSM and FMEA and Six Sigma methodologies to identify improvement opportunities as needed.

•Analyzing Operations data, improved accuracy scores from 82% to 95% by applying strong analytical skills and rapidly incorporating appropriate statistical procedures, SOPʼs, and model calculations.

•Develop new ways to standardize and reduce manual e ort to help release voice bots to market faster. Noticeable progress in reducing TAT from manually testing bots to consistent performance.

•Collaborated as a consultant with leaders in PEX, CUX, AI/ML, Customer Success, Product & Sales, transforming process efficiency to increase productivity, streamlining operations. Dramatic performance gains were achieved through standardization, vulnerability, and optimization processes.

•Improved quality control scores from 82% accuracy to 95% accuracy, and 20% reduction in labor time.

•Redesigned the development process and implemented new SOPs to improve development processes and customer experience.

Develop project plans to identify, coordinate, and manage resources to ensure quality standards are met according to approval timelines, standards and guidelines

• Increased customer satisfaction, employee morale and retention by 10% for the in‑residence sales group by leading a team of five to streamline and automate the quality assurance process
• Benchmark, degree and improve approaches and exceptional & education metrics for support and operations groups
• Consumer insights: Converted insights to broaden strategies E.G., ACPF has come to be the pinnacle brand (measured by market share) in the region
• Sales generator with low AHT and NRR
• Successfully finished three High Impact initiatives on sales maximization of Rs
• 40 lakhs by streamlining process, automating alerts, and benchmarking best-in-class standards
• Recognized and communicated the top ten model problems that had the highest impact on the company's business and financial performance
• Improved the pipeline efficiency by 15% by introducing the use of automation initiatives for testing repetitive tasks.

• Served as Key Person for upbringing of my daughter.
• Thoroughly cleaned and disinfected play areas to control health risks.
• Implemented Safeguarding Procedures to monitor and protect children.
• Prepared nutritious meals and snacks, carefully adhering to individual dietary requirements and portioning standards.
• Established rapport with families and delivered comprehensive progress reports.

• Improved the percentage of students passing the CBSE 10th standard main examination by 15% by tutoring the absolute failure students
• Five students have passed the exam with above 70%
• Successfully introduced Life skills to the school through the completion of a curriculum, teacher training, and the creation of a club
• Developed ICT based teaching methodologies for science and mathematics subjects, to ease out the burden of teachers.

• Headed the Quality group of Bangalore and Delhi sites having a total of 800+ FTE's
• Trained and mentored undertaking leads across geographies to correctly meet venture goals and Lean Six Sigma training
• Completed the Root Cause Analysis for all issues raised in the order management system by applying the tools of 5 Whys and Fishbone Analysis
• This resulted in the reduction of the number of issues reported by 10 percent in a quarter
• Achieved high customer retention by ensuring all app features were bug free and functional
• Power operational excellence and improve typical overall performance through the implementation of COPC (Customer Operations Performance Centre) and COPQ (Cost of Poor Quality) methodologies
• Analysed lacking consumer insights of irate customers & repositioned Brand in particular manner thru reductions & coupons
• Executed a successful digital branding campaign for a country wide radio engagement resulting in a 20% increase in users and a 50% increase in app downloads by creating an active digital marketing strategy and managing the product design and development process.

• Corporate Relations & Implementations Peoplepro
• Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
• Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
• Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
• Designed and implemented flexible solutions to aid business efficiency and drive process improvements.

• Mentored and coached junior staff to produce high-performing, quality team members.
• Monitored staff performance levels, implementing necessary changes to improve productivity and meet targets.
• Promoted company values and vision, ensuring full team adherence and investment.
• Upheld health and safety standards, maintaining complete compliance with department procedures.
• Led performance reviews and tailored employee feedback to facilitate professional development.
• Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.

• Verified quality and accuracy of data to determine conformance with pre-defined acceptance criteria.
• Optimised process efficiencies through sustained maintenance of 5S standards.
• Supported trials for new product development through maintaining communication between customers, sales and design.
• Gave first-line support to customers within agreed Service Line Agreement (SLA).
• Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.