Durga Sagar Chatty

Dynamic professional with extensive experience at Accenture India, excelling in report preparation and project tracking. Proven track record of enhancing workflow optimization and team collaboration, achieving a quality improvement from 84% to 94%. Adept at performance monitoring and problem-solving, driving initiatives that foster team engagement and operational excellence.

Accenture, Accenture, Since 06/01/18-Till date, Team Lead, WFM, BQM, Analytics, Content Review, RCA, Quality & Training, Client Management, Handling 20+ FTE for double diamond client for the past two years., Working for Political Ads workflow with Ads and components review., Implemented and designed SOP for multiple workflows in the same project after getting them vetted and approved by the client., Attending global client calls to provide feedback and shaping global policies to make sure of the best outcome., Designed quality framework to bring everyone on the same understanding for respective workflow based out of multiple locations across the globe., Cascading and training the teams on new updates and SOP for multiple workflows., Improved quality from 84% to 94% at an average for 8 months by the implementation of new quality framework., Designed and drove several initiatives/programs to increase process knowledge to get everyone at par with each other., Introduced people development initiatives to make basic resources into dependable ones by assigning and monitoring additional responsibilities, which helped in engaging them more than ever., Defined project growth by making and presenting WBR AND MBR to the client., Took initiatives to make the place best one to work by introducing weekly or monthly team outings., Projecting weekly data and designing plans to minimize the error percentage with multiple spans and pushing the team to move towards and upward trend in terms of client SLA. Tech Mahindra, Flipkart Premium, From 09/01/17-06/01/18, Team Lead, WFM, BQM, Analytics, Content Review, RCA, Quality & Training, Client Management, Handling Flipkart Premium Customer Care Centre., Leading a team of 20 associates on average., Provide feedback, coaching to the associate to improve and maintain the metrics., Took escalation calls whenever required., Conduct sessions for the associates for better understanding of the process. Knoah Solutions, Samsung Technical Support, From 10/01/11-12/01/16, Team Lead, WFM, BQM, Analytics, Content Review, RCA, Quality & Training, Client Management, Handling Samsung Consumer Electronics Customers., Leading a team of 20-25 associates on average., Provide coaching/feedback to the associates to improve/maintain KPI’s (CSS, FCR and AHT)., Participate in Client meetings for knowledge exchange., Cascade inputs from the Client and process/product changes within the team., Be a part of on-shore and off-shore calibrations., Conduct audits to ensure implementation of action plans., Conduct Pre/Post shift sessions for associates.

• English
• Hindi
• Telugu

• Date of Birth: 06/11/88
• Nationality: Indian
• Marital Status: Married

• Leading fun committee for the project
• Arranging team outings by collaborating with internal and external stakeholders
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