Gayathri R
Bengaluru
Summary
An astute professional with over 14 years of experience in handling Operations, Quality, Training & Client relations with various Business process outsourcing establishments through Voice, Non- voice, a Customer service support for leading companies in the UK, US & India.
People Management, Project Transition, Operations, Client relationship, Training, Quality, MIS/WFM, & HR Practices like Performance appraisal, recruitment, Staffing and scheduling, Invoice preparations. Proficient in Web chat support for Sales and Service.
Overview
14
14
years of professional experience
Work History
Team Leader/Manager - Operations
OSB India
05.2023 - Current
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Ensure appropriate staffing levels and coverage at all times.
- Plan daily tasks to meet service level agreements (SLAs).
Process Documentation: Maintain and review all processes according to internal
standards. - Analyze key metrics to drive process efficiencies and
reduce errors - Maintain process knowledge and drive upskilling
initiatives within the team. - Identify and manage training for handling vulnerable
customers and complaints. - Proactively raise concerns to prevent business disruptions.
- Prepare and manage process reports, dashboards, and management
information systems (MIS). - Customer Journey Oversight: Act as custodian of customer experience and outcomes.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Streamlined communication within the team for better collaboration and decision making.
- Maintain compliance standards and complete mandatory training.
Deputization: Support management as needed and ensure effective
communication.
Assistant Manager
Coforge Pvt Ltd
07.2022 - 05.2023
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Manage and review operations reports both internal & external
- Manage Project Revenue, Manpower and Profitability for processes and take necessary actions to meet required targets
- Reviewing monthly performance of team leads & the team members and appraising them
- Control attrition & absenteeism for te process to run smoothly
- Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee
satisfaction and development - Coordinate amongst the team and build relationships.
- Manage the team effectively and become a successful coordinator between the assigned team internal/external
- Hiring of resources during ramp and backfill
CBI (Competency-Based Interviewing) for identifying the right resource
Assistant Manager
Concentrix Daksh Pvt Ltd
12.2010 - 04.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Responsible for delivering agreed-upon SLAs with the client (AHT, CSAT) for a
leading bank in the UK. - Internal WBR, and MBR to arrive at action plans
Ensure Voice of Customer is captured and process improvement was suggested
based on the analysis - Quartile management to ensure minimal variance in performance
- Use different tools to enhance the customer journey and reduce TAT for customer
issues and increase customer satisfaction - Conduct Coaching and Performance reviews of the team members
Education
Bachelor of Commerce, India -
Arunodaya University
Skills
Industry Knowledge & Technical Skills
Operational Management
Customer service & Relationship management
Strong verbal and written communication
Leadership & Operational Management
Communication & Reporting
Adaptability & Stress Management
Photography, Cooking
Photography allows me to capture the beauty of life's fleeting moments, while cooking lets me savor them, creating dishes that tell stories of culture, creativity, and flavor. Whether behind the camera or in the kitchen, I’m passionate about crafting experiences that are as visually stunning as they are delicious.
Timeline
Team Leader/Manager - Operations
OSB India
05.2023 - Current
Assistant Manager
Coforge Pvt Ltd
07.2022 - 05.2023
Assistant Manager
Concentrix Daksh Pvt Ltd
12.2010 - 04.2021
Bachelor of Commerce, India -
Arunodaya University
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