Sneha Ragamoni
Summary
Highly skilled Sr. Team Lead with 8+ years experience in leading and motivating cross-functional teams to successfully deliver projects on time and within budget. Adept at fostering a collaborative team environment, coaching team members to reach their full potential, and strategically planning and executing team goals. Proven track record of driving performance improvements, enhancing team productivity, and facilitating strong stakeholder relationships. Passionate about leveraging leadership and communication skills to drive organizational success and exceed business objectives.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Sr. Team Leader (KPO)
Virtusa Systems India Private Limited
01.2022 - Current
- Handling team to meet the SLA parameters (Production, AHT, TAT, Utilization & Quality).
- Handled a project single handedly from the scratch to stabilization and setting of SLA's, Achieving the SLA's as per client requirements
- Developed and implemented strategies to improve team efficiency, resulting in a increase in productivity by 20% and 12% decrease in AHT
- Target setting(daily, weekly & monthly), resource allocation, monthly roster, time sheets, shrinkage management,monthly scorecards and RnR.
- Also worked as an SME TL and handled 25 SMEs who all had team size of 15 resources each
- Pareto Analysis & Root cause analysis to maintain consistency in quality. Performing ad hoc analysis and submitting insights for improvement
- Generating dashboards and custom weekly reports to enable effective decision making.
- Scheduling stand up meetings, refresher sessions, PKT and calibration sync ups.
- Collaborated with cross-functional teams to streamline processes and enhance interdepartmental communication
- Conducted regular performance evaluations and feedback sessions to address performance gaps and recognize top performers
- Assisting in interviews, training and evaluation.
- Planned and organized employee engagement & Extra curricular activities for the team to stay motivated, stress free, feel passionate about their jobs, and to be committed to the organization
- Responsible for ensuring that employees complete training and professional development programs. Identifying training needs for the team and recommending them to the managers level for the implementation
- Acting manager in absence of project manager
Team Leader (KPO)
Virtusa Systems India Private Limited
Hyderabad
07.2018 - 12.2021
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Maintained a positive work environment that promoted collaboration between team members.
- Facilitated communication between cross-functional teams within the organization.
- Participated in regular meetings with senior leadership to provide updates on team progress.
Senior Analyst (KPO)
Virtusa Systems India Private Limited
11.2017 - 06.2018
- Responsible for creating ads from the web pages(home page & specific pages) by understanding the business needs of the advertiser
- Ensuring that the text content that goes online is not offensive or violates any copyright laws of Google
- Maintain AHT, TAT, Production(>100%), Utilization(>85%) & Quality(>98%)
- Review the ads created by advertisers and approve the ads which are meeting Google’s quality standards and disapprove if not
- Attend Refresher sessions and calibration sync ups in new updates
- Support new joiners in the initial days of production.
Education
Bachelor of Technology in Information Technology -
J B Institute of Engineering And Technology
Skills
- Project Management
- SLA Management
- Client Relationship & Management
- Invoice Processing
- Attrition & Shrinkage Management
- Great decision-making skills
- Good conflict resolution
- Strong attention to detail
- Adept at budgeting and forecasting
- Risk Management
- Effective Team Management
- Roster and Shift Management
- Strong skills and experience working with MS Office – Excel, PowerPoint, Word
- Cross Functional Coordination
- Data and Report Management
Timeline
Sr. Team Leader (KPO)
Virtusa Systems India Private Limited
01.2022 - Current
Team Leader (KPO)
Virtusa Systems India Private Limited
07.2018 - 12.2021
Senior Analyst (KPO)
Virtusa Systems India Private Limited
11.2017 - 06.2018
Bachelor of Technology in Information Technology -
J B Institute of Engineering And Technology
Accomplishments
- Received Quarterly ‘Stellar Award’ award for Outstanding Performance
- Received appreciations from internal management for driving the metrics and handling new team members in an effective way
- Rewarded with “V-Energizer” award twice for Above and beyond performance
- Rewarded with “Spot Award” for maintaining and improvement the performance of the team members
- Rewarded with Top performer bonus every year
Certification
- Lean Six Sigma Yellow Belt and Green Belt Certified
Rewards Recognition
- Received appreciations from client for processing 120% targets by clearing the backlog tasks in pipeline.
- Honored with "V-Star" award for consistently meeting SLA metrics despite having short on billable resources during WFH.
- Acknowledged with "Above & Beyond Award" for exceptional contribution towards achieving customer excellence in Q3 2020.
Linguistic Abilities
- English
- Hindi
- Telugu
Trainings Undergone
- Front Line Manager Training conducted at Virtusa.
- How to Effectively Deliver Criticism Session.
- Trained in Six Sigma Yellow Belt.
Personal Information
Date of Birth: 01/21/1993
Nationality: Indian
Personal Information
- Date of Birth: 09/06/94
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Telugu
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