Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Acting Assistant Manager
WNS Global Services PVT LTD.
09.2022 - Current
Collaborated with the management team to develop strategic plans for business growth and improvement.
Started career as analyst then got promoted as Mentor, Quality analyst, Subject matter expert, Supervisor.
Have handled 45+ OJT analysts at same time and currently handling a team size of 15 analysts and 150+ Employees (NH, Associate, Sr. Associate, Lead Associate) Along with 8 SMEs and responsible for overall people, performance and delivery metrics for team and account level.
Responsible to meet client agreed SLAs and performance parameters.
Preparing Weekly, Monthly and Quarterly team review slides to showcase highlights and value adds to the business
Analyzing data to understand RED alerts and accordingly prepare and execute plans to maintain accuracy parameters
Developed strong interpersonal relationship with the team to cohesively bond them together with the costumer and integrate them with vision and core values of customer
Managing bottom quartile effectively to get overall performance improvement and taking required corrective measures.
Point of contact for the team and senior management through effective communication on key deliverables
Ensuring quality reporting and working with operation manager to build highly effective measurement and reward system based on performance data
Assisting in scheduling and time management, prioritize and allocate work accordingly to utilize sources.
Evaluate and co-ordinate for operational, administrative, IT and HR related issues for the team
Managing team performance and identifying training opportunities and ensure required training conducted by training team
Managing escalations in performance and preparing action plan with execution.
Providing hands on assistance, sharing information proactively and troubleshoot problems for team, both through direct and skip level intervention and mentoring
Mentoring 8+ SMEs, Trainers and Quality analysts by giving them insights on how to manage people and queries.
Covering feedbacks and coaching them on daily basis
Senior Associate
WNS Global Services PVT LTD
Nashik
09.2021 - 09.2022
Subject matter expert handling 80+ employees on zoom call and on floor.
Checking quality of important clients and making RCA Solving queries, mentoring people issues related to IT.
Handling 30+ employees as SME under manager.
Managing team performance reports and identifying training opportunities.
Motivating team to achieve organizational goals and empowering team members with skills to improve their confidence and product knowledge.
Working with manager to develop new plans to improve process accuracy tracking efficacy of feedback and training
Conducting training for new team members.
Conducted in-depth research to inform decision-making processes and support strategic planning initiatives.
Championed best practices in quality assurance, consistently delivering error-free work products that exceeded client expectations.
Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and organization.
Associate
WNS Global Services PVT LTD
09.2020 - 09.2021
Responsible for complete required production.
Mentoring 10+ new hires and tracking their performance daily basis. Working as quality analyst for priority clients.
Helping others in their queries.
Served as an escalation point-of-contact, effectively handling sensitive situations requiring urgent attention or specialized knowledge.
Neem Trainee
WNS Global Services PVT LTD
09.2019 - 08.2020
Started career as analyst got promoted as Quality analyst as a result of strong determination and hard work as a Subject matter expert in very short span.
Education
B.E. (Computer) -
PVGCOE Nashik
Nashik, Maharashtra
04.2016 - 04.2022
Skills
Self-motivated with the ability to work independentlyundefined
Activities
Subject Matter Expert
Target driving assistance
Trained 20+ trainee associates
Conducting QA on daily basis for the team
Data collection, observing the trend and preparing reports as requested
Team member of Brainwave Fusions and Idea Generation Team