Diana N A

• Responsible for handling 25 teammates responsible for resolving/reporting fraud and disputes cases by buyers / sellers misusing PayPal’s platform
• Establish & drive execution of strategic and operational goals of organization including defining long-term objectives, building methods to measure success and setting targets for key metrics
• Understand process, attached SLAs, and ensure SLAs are met
• Set up / generate, review reports & provide feedback for meeting targets on productivity and quality
• Define, communicate and act on in-depth customer support related KPIs or trends to ensure optimal customer NPS
• Drive operational process improvement to build consistency and quality for customer support delivery
• Weekly/monthly business reviews with leadership team, plan and implement operational strategies to enhance productivity & quality (NPS)
• Highlight challenges / flaws in processes and provide suggestions for process /product enhancement
• Managing Shrinkage, Leave approval, shift allowances, and OT payouts
• Performance management – stack ranking and BQ management
• Perform audits on random / NPS detractor conversations and provide timely feedback
• Engagement – conduct team engagement activities on weekly basis
• Nominate team members for rewards and recognition on quarterly basis
• Participate in hiring / interviewing for team mate roles
• Conduct weekly team learning session and daily stand up
• Conduct weekly / monthly coaching sessions for teammates to identify goals and devise action plans to meet it
• Career pathing – grooming team mates for next gen leadership/succession planning.

Responsible for a team of 46 members (2 TLs & 44 Team Members) skilled in creating digital maps (Geographical Information Service)

• Attend process/product meetings with clients and act as bridge for disseminating information between internal and external stakeholder
• Sending daily KPI reports to team / client about previous day performance
• Keeping track on monthly performance for teams / individuals
• Attend weekly / monthly performance reviews with clients / senior leadership
• Perform quarterly appraisal of team members and devise strategies to help them meet organizational goals
• Meet set customer target (OKR) for self and team
• Meet internal team target of attrition.
• Supervised day-to-day operations to meet performance, quality and service expectations
• Improved customer satisfaction by addressing and resolving complaints promptly
• Developed strong working relationships with staff, fostering a positive work environment
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks
• Collaborated with the management team to develop strategic plans for business growth and improvement
• Maintained a clean, safe, and organized store environment to enhance the customer experience
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles
• Mentored team members to enhance professional development and accountability in workplace
• Helped with planning schedules and delegating assignments to meet coverage and service demands
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
• Established performance goals for employees and provided feedback on methods for reaching those milestones
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
• Set aggressive targets for employees to drive company success and strengthen motivation
• Evaluated employee performance and conveyed constructive feedback to improve skills
• Made hiring recommendations to increase company's productivity and profitability with quality workers
• Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels
• Increased employee performance and job satisfaction to strengthen retention and engagement
• Conducted employee performance evaluations, providing constructive feedback for growth and development

• Responsible for handling 48 advisors skilled in medical documentation and providing customer service
• Track and improve team performance, managing bottom quartile
• Sending daily reports to teams / leadership team about previous day performance
• Keeping a track on weekly and monthly performance as per quality and CSAT scores in customer service to assess low performing advisors and design action plans to improve their performance
• Ensure effective customer communication and dissemination of client feedback /update to team
• Attending weekly performance review meetings with internal/external stakeholders
• Highlighting challenges and flaws in processes and at same time, providing suggestions for process/product enhancement
• Chair weekly team meetings on weekly basis to ensure customer satisfaction scores are not impacted and appraise, felicitate achievements
• Monitor shift adherence, TAT of accounts, attendance, and aid in capacity management
• Maintaining healthy bonding with teams and ensuring same within team for better work environment and sharing best practice to other teams
• Designing career progression mapping and providing guidance to team members for them to shape their career within company in different departments like operations, quality, training.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
• Coached team members in techniques necessary to complete job tasks
• Trained new team members by relaying information on company procedures and safety requirements
• Directed and supervised team of [Number] engaged in [Type] and [Type] development
• Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively
• Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities
• Developed succession planning strategies to ensure continuity of leadership within the team and facilitate smooth transitions during organizational changes
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards

• Responsible for guiding and mentoring a team of 21 advisors skilled in chat/email communication providing customer service
• Responsible for daily production, quality and overall operations (leaves, attrition, client feedbacks)
• Monitor team’s performance and performance reviews on a regular basis
• Handle process training (new batch and re-training requirements)
• Manage availability of coverage during business and after hours
• Follow established procedures to ensure appropriate handover deliverables during shift transition
• Preparing project/process documents for all data projects
• Initiating workflow / process improvements wherever applicable
• Arranging and chairing weekly team meetings, focusing on targets & achievements
• Coordinate with management for motivational activities to improve team motivation
• Interfacing with other departments within the organization viz IT, Training, Administration, Quality & HR at an operational level.

• Conducted detailed quality reviews of medical transcription documents to ensure accuracy, consistency, and adherence to healthcare documentation standards.
• Identified and corrected errors in medical reports, providing feedback and recommendations for improvement.
• Collaborated with transcriptionists to resolve discrepancies and improve overall transcription quality.
• Developed and updated quality control procedures and guidelines, leading to significant improvements in documentation standards.
• Maintained meticulous records of quality control activities and generated reports on performance metrics.