GIRISH KUMARSWAMY

Client: University of The People

• Led a team of 10 to 16 members, improving productivity by 75% while consistently meeting SLA, KPI, and QA targets in a high-volume support environment.
• Managed escalations, coached team members, and drove performance improvements to enhance customer experience, and operational efficiency.
• Monitored KPIs and implemented process improvements that reduced turnaround time and improved service delivery across backend operations.
• Collaborated with cross-functional teams to streamline workflows, ensure compliance, and contribute to multiple team excellence awards.

Client: University of The People

• Led a team of five officers, improving backend processing efficiency by 40% while ensuring SLA adherence and high-quality service delivery.
• Conducted quality audits and compliance checks, achieving 98% accuracy, and strengthening adherence to operational standards and procedures.
• Resolved operational issues proactively, reducing turnaround time by 30%, and improving workflow efficiency.
• Developed training materials and process documentation to enhance team productivity, and support continuous improvement initiatives.

Client: University of The People

• Managed 150+ academic and backend operational processes, ensuring accurate, timely, and SLA-driven execution.
• Performed over 100 daily quality reviews across three operational teams, improving compliance, process accuracy, and regulatory adherence.
• Prioritized high-risk cases effectively, reducing delays, and ensuring seamless operational support in a fast-paced environment.

Client: University of The People

• Conducted over 100 quality audits for the assigned team, driving process improvement initiatives, and ensuring compliance with university policies, academic standards, and regulatory requirements.
• Identified and implemented process enhancements that improved workflow efficiency, and increased client satisfaction.
• Collaborated effectively in team meetings and cross-functional discussions, contributing to a productive and positive work environment.

Client: University of The People

• Conducted over 100 quality audits for operational teams, ensuring compliance with institutional policies, academic standards, and regulatory requirements.
• Identified and implemented process improvements that enhanced workflow efficiency and increased customer/client satisfaction.
• Collaborated with cross-functional teams to improve customer satisfaction, support operational goals, maintain service quality, and improve overall team performance.

• Planned and conducted wildlife conservation education programs, guided zoo tours, and school outreach initiatives to promote environmental awareness.
• Developed engaging educational content, organized public events, collaborated with Schools, NGOs and internal staff to strengthen conservation communication and community impact.