ETIKALA VENKATESH
Process Developer
Hyderabad
Summary
Astute Process Developer accomplished at quickly and decisively creating processes that exploit business strengths and ameliorate weaknesses. Optimizes minute details to improve macro-level performance metrics. Meticulous in executing holistic process design for maximum return on investment.
Overview
7
7
years of professional experience
3
3
Languages
4
4
years of post-secondary education
Work History
Senior Process Developer
Genpact India Ltd
06.2020 - Current
- Gained knowledge in various departments through my career as I have experience in customer care department and Email process and currently leading as a senior SME for Trust & Safety (non-voice process)
- Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk.
- I maintain the ART of the team by providing timely resolutions to the agents on the floor.
- I coordinate with the WFM team and pull out the reports from the raw data and publish the Quality report, ART report and TOS and Break Defects reports on weekly and MTD basis and Attendance report of the Team through mails daily.
- I provide the feedback to the agents on blatant errors and document it and help them with the knowledge gaps so that it won’t be repeated for the betterment of the process.
- I do RCA's on errors on weekly basis and suggest the corrective action plan on errors and improvements.
- I attend the calibration meetings on WBR, MBR, QBR with the clients share my insights for the process developments.
- I took the responsibility to assist the new comer’s and conducting sessions on the floor regarding Quality updates.
- I prepare the Team Roaster based on the leaves request and shrinkage percentage provided by WFM and shares the proposed roaster with them.
- I handle escalation and maintain Quality of team and process.
- Trained new employees on established processes, ensuring consistent performance across the team.
- Collaborated with cross-functional teams to ensure effective communication and problem resolution throughout the development process.
- Conducted root cause analysis on process deviations, implementing corrective actions to prevent future occurrences.
- Supported troubleshooting efforts during equipment downtime events, working closely with maintenance teams to minimize production disruptions.
- Enhanced process efficiency by identifying bottlenecks and implementing optimization strategies.
- Participated in continuous improvement initiatives, focusing on eliminating non-value-added activities and reducing variability in processes.
- Established standard operating procedures for consistent process execution and easy knowledge transfer among team members.
- Mentored junior team members in best practices for process development, fostering a culture of continuous learning and improvement.
Phone Banking Officer
ICICI Bank Ltd
10.2017 - 02.2019
- Managed approximately 60 incoming calls, chats and emails per day from customers.
- Educated clients on available products and services, promoting cross-selling opportunities to benefit both the bank and customers.
- Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
- Exceeded sales goals regularly by effectively promoting credit card offers and other financial products tailored to customer requirements.
- Strengthened customer relationships through excellent communication skills, active listening, and understanding individual needs.
- Reduced call wait times by prioritizing tasks effectively and managing time efficiently throughout shifts.
Education
MBA - Finance
Lords Institute of Engineering And Technology
Hyderabad 11.2011 - 10.2013
B.Com - Accounting And Finance
Osmania University
Hyderabad 08.2009 - 07.2011
Board of Intermediate Examination
Hyderabad 04.2001 -
CBSE
Kendriya Vidyalaya Golconda 2
Hyderabad 04.2001 -
Skills
Personal Information
- Date of Birth: 04/26/88
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu
Disclaimer
I hereby declare that the above facts stated by me are correct to the best of my knowledge.
Area Of Expertise
6 years, Senior Process Developer, Good communication skills, Flexible, Promoted as SME
Timeline
Senior Process Developer
Genpact India Ltd
06.2020 - Current
Phone Banking Officer
ICICI Bank Ltd
10.2017 - 02.2019
MBA - Finance
Lords Institute of Engineering And Technology
11.2011 - 10.2013
B.Com - Accounting And Finance
Osmania University
08.2009 - 07.2011
Board of Intermediate Examination
04.2001 -
CBSE
Kendriya Vidyalaya Golconda 2
04.2001 -
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