Bakyalakshmi B

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Mentored and guided employees to foster proper completion of assigned duties.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Held weekly team meetings to inform team members on company news and updates.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Conducted regular reviews of operations and identified areas for improvement.
• Developed effective improvement plans in alignment with goals and specifications.
• Created and managed project plans, timelines and budgets.
• Maintained database systems to track and analyze operational data.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Generated reports detailing findings and recommendations.

• Met tight deadlines to satisfy client demands and project timelines.
• Monitored activities and supporting systems to meet compliance regulations.
• Provided extensive quality assurance training via both in-person and remote teleconferences.
• Documented integration issues and vulnerabilities and outlined improvement recommendations.
• Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
• Fixed identified issues to increase productivity and boost workflows.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
• Examined events in application log management and monitoring tool to identify root causes for failures.
• Mentored and coached team members on QA topics and strategies.

1. Monitoring random inbound calls, chat and emails for about 77 agents

2. Weekly client call about the process changes or any new update

3. Providing constructive feedback and coaching

4. Creating evaluation sheet based on the business requirement and also relevant SOP's to ensure the associates are upto date with the process

5. Monthly governance meeting with operations team to discuss the process improvement

6. Creating detailed/Comprehensive reports on the trends that was identified from the audits done which can help the overall performance of the team

7. Conducting process knowledge test on a monthly basis