Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Personal Information
Current Role
Timeline
Generic
Dunna Nathanael

Dunna Nathanael

Palasa

Summary

Operations professional with strong track record in optimizing processes and driving efficiency. Skilled in team leadership, strategic planning, and problem-solving. Recognized for delivering impactful results through effective collaboration and adaptability to changing needs. Known for strong communication, analytical thinking, and ability to manage multiple priorities.

Overview

18
18
years of professional experience

Work History

Operations Manager

Amazon India Pvt Ltd
Hyderabad
08.2022 - 11.2024
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.
  • Driving business goals, i.e., SLA, productivity, quality, and utilization benchmarks.
  • Identified patterns in the non-actionable cases impacting the efficiency of the program, and worked with data and science teams to improve the ML models, which helped the team improve actionability by 300 bps.
  • Handling a 7-hour SLA-driven dynamic program and responsible for streamlining operational processes, and driving process excellence initiatives.
  • Responsible for operational planning, which involves volume projections, HC planning, prioritization, and defining yearly operational and program goals.
  • Created a quality task force in operations team, which focused on streamlining the SOPs, managing bottom quartile, implementing best practices, monitoring reverts & enhancing the revert mechanism, etc. These led to quality improvement of the program by 600 bps within a span of 6 weeks

Team Leader

24[7]
Hyderabad
11.2020 - 06.2022
  • Handled New joiners’ and gets them certified based on client KRA’s
  • On a daily basis manage the review of pending orders to ensure timely service to customers
  • Attend client call daily/weekly based on the team performance and ensure targets are set for consecutive weeks
  • Conduct weekly analysis on performance metrics and ensure agreed service and targets are met
  • Closely work with Process/Compliance managers to ensure that team members have the appropriate training to perform required standards
  • Coordinate with various department to fulfill sales orders and ensure 100% RFT
  • Mentoring and coaching the team to achieve process objectives
  • Ensure that the operations are compliant and proactively manage the same
  • Take additional responsibilities of Span in the absence of manager

Team Leader

24[7]
Hyderabad
07.2016 - 09.2018
  • Acting as Team Leader for 20 associates manage end to end operations such as Shrinkage, Staffed hours, hygiene metrics and also the CVAs within the team
  • Liaise with the workforce management to ensure the staffing requirements are fulfilled
  • Train, Monitor and guide the associates to ensure they achieve their daily goals and share feedback as a part of performance management
  • Analyze the prevailing issues and assist the Team Lead in identifying the improvement areas, share feedback with the associates & to the management, also implement process improvement change when required
  • Identify the root cause analysis for Low NPS and Low Sales, record the observation and figure out the solution to improvise the process
  • Dive deep and understand the reasons for each action by the associates and the Team Lead and groom the Team Lead to be a better leader
  • Participates in daily other LOB meetings to identify and implement process improvement change initiatives

Unit Manager

Mphasis
04.2014 - 02.2016
  • Worked on with Transition Co-ordination, Recruitment, Process training and Certification
  • Implementing resource deployment (Team Size, span, Shift Utilization, Skill Sets, Technology Rollout)
  • Preparing the service quality plan including the quality control, assurance and improvement at his/her process level in order to create a comprehensive quality program for the specific process
  • Monitoring daily dashboard / conducting daily huddles for the day, weekly SLA review with the team, providing guidance and support to the team in order to ensure delivery predictability
  • Participates in specific internal and external governance activities by adhering to the governance models applicable at a process level in order to sustain delivery predictability

Team Leader

Convergys
01.2013 - 12.2013
  • Focused on team building activities and facilitated performance improvement
  • Involved in maintaining sales target and C-Sat scores on a daily basis
  • Coordinated with the process manager, clients and quality team in maintenance of process compliance to avoid legal complications
  • Conducted team and site-wise call calibrations to standardize the process among leaders and to enhance knowledge and skill of consultants
  • Accountable for maintenance of team productivity, tracked performance metrics on daily, weekly and monthly basis to analyze trends
  • Managing client and customer escalations to ensure prompt resolution of issues
  • Conducting appraisals for the employees on a half yearly basis and doing goal settings and career pathing

Team Leader

Infosys BPO
05.2007 - 01.2013
  • Focused on improving process understanding of the team and management of performance metrics within the team
  • Tracked behaviors and rectified errors through skill and knowledge transfers
  • Handling escalation calls and resolving customers’ queries improving the First Call Resolution %
  • Managing the staffing on hourly basis based on the Client requirements (Line Adherence)
  • Handling all Client calls for performance and other process related discussions
  • Maintained performance with regards to C-Sat and Sales and was Top on Site for 3 Quarters in a Row
  • Maintaining sales targets on a monthly basis
  • Managed 45 agents in PIP ensuring closure and maintaining a stable performance
  • Conducting appraisals for the employees on a half yearly basis and doing goal settings and career pathing

Education

BA - Economics

Goa University
Goa
01.2007

12th Standard - ARTS

Kendriya Vidyalaya CBSE
Vishakhapatnam
01.2004

10th Standard -

Kendriya Vidyalaya CBSE
Vishakhapatnam
01.2002

Skills

  • Process Management
  • Client Relationship
  • Team management
  • Escalation Management
  • Training and Development
  • Performance monitoring
  • Maintaining compliance
  • Interpersonal communication

Accomplishments

  • Won quarterly award for Best Manger for Jan'24 - Mar'24 for best performing program.
  • Won Best Leader award for the process on 4 quarters in a row when in 24[7].
  • Won client appreciation while working in Mphasis for overall performance and managing attrition.
  • Have achieved individual extra miller on 8 occasions, and also been rewarded 6 times Special Award for C sat.
  • As a team leader, won the best Team Leader award for 2nd & 3rd Quarter 2011, for overall performance in Sales and C-Sat.
  • As a team leader, won the best Team Leader award for CWC Quarter3, 2012.
  • I have been awarded as Best Sales Team Leader for Quarter 4, 2013.
  • Have also awarded of I STAR incentives of Infosys for year 2011, 2012 & 2013.

Languages

  • English
  • Hindi
  • Telugu

References

Available on request.

Personal Information

Date of Birth: 05/25/87

Current Role

Ops Manager

Timeline

Operations Manager

Amazon India Pvt Ltd
08.2022 - 11.2024

Team Leader

24[7]
11.2020 - 06.2022

Team Leader

24[7]
07.2016 - 09.2018

Unit Manager

Mphasis
04.2014 - 02.2016

Team Leader

Convergys
01.2013 - 12.2013

Team Leader

Infosys BPO
05.2007 - 01.2013

BA - Economics

Goa University

12th Standard - ARTS

Kendriya Vidyalaya CBSE

10th Standard -

Kendriya Vidyalaya CBSE

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Dunna Nathanael