Jovita Menon

Focused Team manager with compliance expertise bringing several years of experience managing activities, programs and resources to meet customer needs. Flexible and adaptable with superior communication, relationship management and influencing skills. Proven history of identifying issues, acquiring data and drawing conclusions to support resolution. Strong aptitude for leading teams to effectively address client needs and implement changes by supporting strategic initiatives.

• Certified Scrum Master, Scrum Alliance
• Certified Performance Management system expert (PMS)
• Human Resource Application System

• Recipient of Virtual Gemba Award for Ownership: Implemented Automation of process that led to 20% cost-effectiveness
• Recipient of Dazzler Award: Awarded to Individual for displaying consistent top performance

• Analysis for CSAT Improvement
• Spearheaded the reduction of customer complaints by 35% and increased the first call resolution rate from 65% to 80% within a year.
• Conducted in-depth analyses of CSAT data sets, resulting in a 15% improvement in overall team performance.
• Data Visualization Tool Implementation
• Introduced a novel data visualization tool for monitoring and analyzing HMD. Collaborated with business and implementation teams to gather and document requirements.
• Cross-functional Collaboration: Team up with cross-functional groups to develop and execute customer satisfaction strategies utilizing SWOT analysis.
• Communication Metrics: Implemented comprehensive written communication metrics on Excel, resulting in a 20% surge in documenting correspondence and emails within the initial three months of the project launch.
• Pattern Recognition & Recommendations: Performed in-depth analysis, extracting data to identify and analyze pattern recognition, and subsequently provided leadership with actionable insights and recommendations