J Dhanunjaya Naidu
Hyderabad
Summary
8+ years of professional experience in People management, Quality support, analysis and currently working as Team Lead.
Skilled in Human resources, Risk and Quality management as well as Customer services. Organized,dependable, successful leader at managing multiple priorities/projects with an optimistic attitude. Willingness to take on added responsibilities to meet team objectives.
Overview
8
8
years of professional experience
Work History
Team Leader (Google Ads- Tech Support)
Cognizant (Google Client)
05.2023 - Current
- Monitoring team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervise the team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Work with team to identify areas of improvement and devised solutions based on findings.
- Establish open and professional relationships with team members to achieve quick resolutions for various issues.
- Promot high standerds through personal example to help each member understand expected behavious and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Monitor time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assist in recruitment of new team members, hiring highest qualified to build team of top performers.
- Optimize customer experience by delivering superior services and effectively troubleshooting issues.
- Generate reports detailing findings and recommendations.
- Develop and updated tracking spreadsheets for process monitoring and reporting.
- Provide reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Process Lead - HR Operations
Wipro Technologies (Google Client)
05.2021 - 02.2023
- Monitor internal HR systems and databases
- Research, implement and administer all company benefit plans
- Act as a consultant to managers and staff regarding policies and procedures. Address employees' queries on compensation, benefits, deductions and reimbursements)
- Setting objectives and goals for the team and also track progress. Recommending software for addressing the needs of employees (e.g Performance review tools etc.)
- Maintain current professional insurance policies and act as point person for insurance certificate requests from staff, vendors and clients. Supervise, coach, mentor, guide and develop HR - Co-ordinate's
- Maintain all personnel policies and procedures and provide guidance and interpretation to staff and employees. Consult with line management providing HR guidance when appropriate.
- Confer with management to develop or implement personnel policies or procedures. Manage and lead a team of 15 to 17 HR - Co-ordinate's.
Quality Assurance Analyst
Uber India Research and Development India Pvt Ltd
10.2016 - 06.2020
- Started as a Community Operations Specialist in the year 2016
- Promoted as an SME of the process in the first 6 months
- Moved to the Quality Team and worked as Quality Assurance Specialist
- Trained, coached and mentored all the new joiners on Quality parameters and process SOP.
- Conducting training sessions and sharing feedback to the associates on a biweekly basis based on their performance
- Worked on Projects such as Quality Score Improvement, Training and Coaching the associates on Call Quality Parameters and how it impacts the Quality score of an individual and the company as a whole which in turn is related to the Customer Satisfaction.
Claims Associate
United Health Group
06.2015 - 09.2016
- Processing Health care claims for US Clients.
Education
Master Of Business Administration -
Osmania University
Hyderabad, India03.2019
Bachelors of Commerce -
Auroras Degree and PG College
Hyderabad, India06.2014
Intermediate -
St. Mary's Junior College
Hyderabad, India05.2011
SSC -
Auxilium High School
Hyderabad, India01.2008
Skills
- Microsoft Office
- Ms Excel, Word and Power point
- Six Sigma Methodologies
- People Management and Crisis Handling
- Project Management
- Fraud Investigation
- Risk Mitigation Methodologies
- Quality Assurance Specialist
- Quality audits, training the associates, preparing action items to improve their performance, process/SOP change/updates, calibrations etc
- Teamwork and Collaboration
- Cultural Awareness
- Multitasking Abilities
Languages
English
Telugu
Hindi
Tamil (Basics)
Hobbies and Interests
- Travelling
- Cooking
- Indian, Italian and Chinese
- Badminton
- Biker
- Core Committee Member, Road Thrill Hyderabad
- Cricket
Projects
- 09/2023 - 10/2023 Process Streamline (calling SOP)
- 01/2020 - 03/2020 SOS Chat Support
- 04/2020 - 06/2020 Driver Safety
- 04/2019 - 06/2019 Consumer Safety Mechanism
- 09/2019 - 11/2019 Fraud Detection
- 09/2019 - 09/2019 Bangladesh QA Process Setup and QA Certification.
Timeline
Team Leader (Google Ads- Tech Support)
Cognizant (Google Client)
05.2023 - Current
Process Lead - HR Operations
Wipro Technologies (Google Client)
05.2021 - 02.2023
Quality Assurance Analyst
Uber India Research and Development India Pvt Ltd
10.2016 - 06.2020
Claims Associate
United Health Group
06.2015 - 09.2016
Master Of Business Administration -
Osmania University
Bachelors of Commerce -
Auroras Degree and PG College
Intermediate -
St. Mary's Junior College
SSC -
Auxilium High School
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