HARSHA NAIR

• Enabling young minds to learn coding to switch from a consumer mindset to a creator mindset
• Teaching JavaScript programming fundamentals and basic object-oriented concepts using the Blockly, which uses visual blocks that you drag and drop to write programs
• Help students use code.org programming environment to design apps, games
• Teaching students using distance learning techniques
• Encourage student participation and lead student discussions to keep them active and engaged in learning
• Monitored student's progress relative to their individual course schedule and ensured to follow all the guidelines as appropriate
• Provide feedback to students and assign grades to their coursework
• Maintained a positive attitude and demonstrated enthusiasm during engagement with students and co-workers
• Motivated At-risk students to progress through course assignments.

Accounts Managed: Sulzer, Mahle Behr, Nestle

• - Manage and worked across BPS to create and implement process improvement business strategies
• Streamline daily business operations by looking for ways to cut costs, maximize productivity.
• Analyze all factors contributing to business unit’s costs and find better alternatives.
• Collaborate with managers and staff to implement plans, write reports outlining various business strategies, and design detailed plans to enforce them
• Build Business Requirements Document (BRD), to Outline goals and expectations
• Build Request for Information (RFI) document to gather information for project research and planning

Projects Undertaken:

MIS Reporting

- Restructure and improve the MIS reporting for the account that will be efficient and agile.

- FTE Headcount and Attrition report

- Analysis and preparation of SLA and KPI reports monthly

- Automation of reports for effective and accurate reporting

- Monitoring and reporting of labor hours for monthly billing to client

- Parked and Blocked Invoice Report

- Weekly calls with the client for Cx Healthcare BPS the implementation of new SLA/KPI

Early Warning Indicator (EWI): for Process Cx Healthcare BPS

- Outline the goals and objectives

- Build RFI document to gather information for project research and planning

- Identify key metrics from source data

- Formalizing calculations and building custom dashboard in Power BI

Idea Hub: Across all BPS

- Business Process Improvement aimed at implementation of Lean/Agile processes and Automation

- Identify processes that require optimization to improve efficiency and align with organizational mission.

- Standardize BPS wide process consistency and governance

BPAT: for process Coats

- To formalize metrics that shall be reported to the management

Client Management: -

· Understand client’s business requirements and initiated projects accordingly Reporting “Trends and Observations” based on the calls monitored on a weekly basis

· From “Top Failing parameters” data, reporting areas of opportunities for agents identified based on failure percentage

· Reporting “Critical” coaching opportunities to the stakeholders

· Weekly reporting that included SLA dashboard, Team Productivity, Queue Trends, Requested Tracking Data and Coaching Opportunities to the client

· Training Quality Analysts on Process and on report generation

· Performing Quality checks and sending out the Team score

· Conducting Site level calibrations to help improvise the Process and Customer experience.

· Developed tools to report weekly comparison of quality scores across centres and queues

· Managed resources and allocated targets to meet the required productivity

Project Management: -

· Managed projects to inculcate better quality designs in call flow based on customer experience

· Designed a comprehensive Quality Score Card to inculcate additional parameters that impacts Customer Experience

· Process management by identifying and resolving issues for maximum customer satisfaction

· Manage Project timelines, forecasting, and ensuring delivery within timelines.