Gayathri R

• Boosted team productivity by streamlining workflows and setting clear, measurable performance expectations.
• Identified risks in legacy accounts through detailed analysis and successfully restored accounts to normal operational standards.
• Served as the single point of contact for escalations, ensuring swift resolution and stakeholder confidence.
• Simplified process workarounds, resulting in reduced operational costs and improved efficiency.
• Drove continuous improvement by identifying process gaps, collaborating with stakeholders, and implementing new process modules.
• Worked with RPA tools to automate repetitive manual tasks, enhancing process efficiency and accuracy.
• Leveraged MIS capabilities to introduce control reports, reducing new operational misses and increasing process reliability.
• Conducted regular inter-site calibrations to ensure consistent process understanding and quality standards.
• Ensured optimal staffing and shift planning to meet dynamic business needs and maintain consistent service levels.
• Planned and prioritized tasks daily to meet or exceed SLAs with consistent performance delivery.
• Conducted regular process reviews to ensure alignment with compliance standards and internal quality benchmarks.
• Analyzed key performance metrics to drive efficiency, reduce errors, and identify opportunities for operational improvements.
• Led knowledge retention and upskilling initiatives, fostering team agility and future readiness.
• Identified training needs, particularly for handling vulnerable customers and complaints, improving empathy and service quality.
• Proactively flagged potential risks, ensuring timely mitigation and business continuity.
• Managed reports, dashboards, and MIS, providing actionable insights to support data-driven decisions.
• Acted as a custodian of the customer journey, ensuring positive experiences and outcome-oriented interactions.
• Collaborated with senior leadership to align operations with strategic goals, contributing to long-term success.
• Conducted performance evaluations and provided coaching to support continuous team development and accountability.
• Enhanced communication channels within the team to accelerate decisions and foster collaboration.
• Maintained full regulatory and compliance adherence, completing all mandatory training and audit requirements on schedule.

· Managed daily staff scheduling, ensuring optimal coverage .

· Maintained inventory and ensure monthly revenue targets are consistently met by monitoring and managing productivity and quality at the individual user level.

· Reviewed monthly performance of team leads & the team members and appraising them

· Control attrition & absenteeism for the process to run smoothly

· Monitored and improved the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction and development

· 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

• Led a team of 125 FTEs, maintaining a clean, safe, and organized work environment that enhanced overall customer experience and operational efficiency.
• Increased team headcount by 100% by driving new business growth and scaling operations effectively.
• Achieved 11 team promotions through internal job postings (IJPs), supporting both internal mobility and external placements.
• Worked closely with UK stakeholders to ensure timely delivery of SLAs, including key performance metrics such as AHT and CSAT for a leading UK bank.
• Conducted daily, weekly, and monthly performance reviews through coaching sessions, 1:1s, and feedback meetings, aligning direct reports with performance expectations and development plans.
• Acted as single point of contact (PoC) for IT, ensuring a smooth transition to work-from-home and hybrid working environments during critical change periods.
• Developed strong, collaborative relationships with team members, promoting a positive, high-performance culture.
• Monitored cash intake and deposit records, improving accuracy and reducing financial discrepancies.
• Boosted customer satisfaction by resolving escalations promptly and identifying service gaps through regular Voice of Customer (VoC) analysis.
• Conducted internal Weekly and Monthly Business Reviews (WBR/MBR) to define action plans and drive strategic outcomes.
• Implemented process improvements based on customer feedback and performance insights.
• Managed bottom quartile performers through targeted coaching and performance improvement plans.
• Set team priorities, maintained scheduling adherence, and continuously monitored performance to exceed operational goals.
• Provided hands-on customer support, demonstrating strong product knowledge and understanding of customer needs.