Ganesh Kumar Rajamani

• * Handled a team of 25 members who processed Email and Chat with Customer regarding the queries of Ecommerce company Myntra.
• * Live chat with Customers regarding the queries of Delivery, Product and services offered.
• * Production – As a site we processed highest number of mails during the EORS season.
• * Quality – We have maintained the Quality score more than the benchmark for the past 6 months in the Email Domain.
• * IJP - Moved to Quality and Process Excellence (QPE) through Internal Job Posting. This team works on driving the ideas and projects to improve the performance and be consistent on quality.
• * YB/GB - Mentored 6 projects and also tracked the sustenance of the projects. Used LEAN and Six Sigma methodologies along with Statistical tools to complete the project.
• * Brainbox - Portal in which the performance improvement ideas will be uploaded. Closed around 65 ideas and achieved the target for every month.

• * Handled a team of 69 members with Two Team Leaders which processed the BOLs of Logistics based on US for the Client ABF Freight.
• · Data entry process of the BOLs is handled by my team – which is basically data entry of the data which is in the BOL Image.
• * Pandemic – We allocated systems before the Lockdown was announced and planned for a clean Work from Home plan for the next few months and we also delivered Dongles. We did not have a surge in the production even in the WFH and we had a clear Learning curve from WFH to WFO when the Lockdown was removed. We also planned for hiring some ex-employees to work as Contract Employees as the backup plan to have no impact in the TAT.
• * Quality – Main Objective of the project is this, in which Non-Critical was at 86% which then increased and sustained at 93% against the target of 97%. Critical Quality is sustained at 99%. Whereas, the overall quality was improved from 89 to 96%.
• * Production – Total volume handled for a day was 5.5K and we increased the capacity to handle more volume and handled 6.8K per day.
• * Indexing – A separate volume of 10K for keying only numbers (PRO) was handled by three advisors which was then reduced to two advisors and 100% TAT and Quality is achieved on monthly basis.
• * Project Review & QBR – We had review meetings with presentation of metrics in the weekly basis to analyze and plan for the improvement in the KRAs of the Project. We also had Quarterly presentation with the Client regarding process improvement ideas and review.

* Handled a Team of 63 members which processed the Loan CreditProcess for the entire South Zone of the Client Fullerton India Credit Company Ltd

* End to End Process of file flow was handled by the team that includes both Scanning of Files and processing of the same.

* Scanning Operator – Scanning of physical files received from the Sales team is scanned and uploaded in the CRM by the team seated in the branches.

* Login – Which is the basic data entry process to get the Files from Sales and have the Cibil score processed and hand it over to the team of Credit Managers.

* Disbursal – If the files are approved by the Credit Managers, the same will be moved to disbursal where the amount to customer has been processed and sent to customer account.

* Monthly Review – Post Completion of every month we will have a review call with the Operations of PAN India Team to see through the progress and performance of the team

* KRA Achievement – In the JFM, among the south zone my team stands with the performance of 98.74% FTR.

* Was handed over with the team which consisted of 15 members.

* Jan 2016, started handling NESTING TEAM which consists of advisors below 90 days in the process.

* Nesting was a phase between operations and training to ensure the process levels of advisors and qualitative training.

* Every team post training will be handed over to me and their process levels and other KRI’s were taught and handled by me until they reach BAU.

* Weekly updates on their process doubts and productivity levels were shared to both training and operations.

* May 2017 - started handling bill plan change team where we handled queries regarding bill plan change within TAT.

* November 2017 - achieved Best Team Leader in the process for having SL of 90% and productivity above 110%.

Regular Briefing sessions on process and daily progress in their productivity was monitored.

* Resolving customer queries and responding mails within TAT.

* Outcall will be done to the customer in case of issue and to satisfy the requirement.

* Handled mails from customers in International Roaming.

* Processing data entry for the accounts of HDFC Banking Ltd.

* Resolving customer queries in chat regarding Amazon products and delivery (US Process).