K.S BHAVYA SHREE
Team Leader- Process Excellence
Ghaziabad
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Quality control professional experienced in developing organization's quality strategy, procedures and processes. Monitor quality performance from supply chain and throughout product development life cycle. Develop and sustain Quality Management System and other applicable standards and business requirements. Manage quality audit program to identify and resolve non-conformities and embed culture of continuous improvement.
Overview
8
8
years of professional experience
Work History
Quality (QA)
OLX Autos
Gurgaon
02.2022 - 08.2023
- Handling more than 25 people in a team
- Monitor calls and report data and trends to the facility management team.
- Monitored staff organization and suggested improvements to daily functionality.
- Customer service QA specialists check to ensure that support agents meet customer needs and address all feedback effectively.
- Analyze call center data to generate valuable insights to predict customer trends.
- Monitor KPIs, track quality metrics and provide regular analytics reports to upper management.
- Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
- Contribute to call calibration sessions to evaluate agent performance.
- Engage in customer listening to identify customer pain points and expectations.
- Gather and track individuals and team progress using a quality tracking data management system
- Which is Power BI
- Deliver actionable services to multiple internal support groups as required
- Manage and organize call sessions for call center employees
- Provide feedback to the team, team leader, and supervisors in the call center
- Taking training sessions coughing Advisor to improve and work on their pain Area & set an expectation
- Analysis Data to check FTD, MTD & YTD.
PSQ (Process, strategy & QA) Sr. Specialist
Home Credit India Finance
Gurgaon
11.2017 - 09.2021
- Took Ownership of aligned south region cities assigned.
- Handling outsourced vendors
- Even manages the operations of the organization's quality management program, where we check whether our SA RA follows the company policy to ensure proper quality assurance policies and procedures are met if not then required action is taken, such as a Warning letter & ask to leave because while hiring all the SA, RA are trained and explained policies, 11 days training & PPT.
- Audit Vendor QC & taking action accordingly
- Analyzed quality and performance data to support operational decision-making.
- Managing Vendor team & every week feedback is given on the basis of last week's performance
- Managing Vendor's payout (Billing & Annexure).
- Empaneling new POS (shop)
- Dealing with Day-to-day base QC Audit call listening and Feedback sharing.
- Mystery Shopping is a process in which a person visits a retail store, or location with the objective of measuring the quality of customer experience & bring back the evidence as call recording or video here my role comes to place as a QA, audit that evidence & take action on internal employee, who don't follow internal policy & violate those policies this helps managing level of risk
- Part of Mystery shopping activity once vendors submit evidence case submit back throw a software, evaluate the evidence provided & take action towards internal employees on the basics of internal policy
- Good at judging the violation in the provided evidence agents the employee 100% accurate validation
- Know to work on SQL basic knowledge as how to upload data, how basic Query works & how data is fetched from the DWH
- Worked on DPD & high-risk cases.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Worked with third-party vendors to access and analyze data and systems.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Evaluated success of fraud detection systems to identify areas for improvement.
Team Leader- Process Excellence/ Business Process
Rsystems International Limited (Customer Service) For Spectrum/Charter
Noida
08.2022 - Current
- Building query by using Nexidia Interaction Analytics (NIA).
- Develop queries using Boolean and temporal logic to deliver the foundation for analysis to objectives agreed with the customer.
- Perform analysis of query/call listening results in line with customer objectives to develop business cases.
- Compile analysis results and create presentations.
- Working on TMS build by client Validating/Improving the TMS by Perform analysis of query/call listening Share the outcome of the audit to improve the performance of the TMS.
- Guiding the implementation of strategies designed to achieve planned goals.
- Calibrating with the client to understand their needs about the project.
- Leading the project via Team meetings, calibrations, cross audits, feedback & coaching, and answering the queries related to project
- Data Sanitization, data analysis and sharing improvement driven plans with upper management.
- Assisting manager with daily operations of the project and providing them with daily performance update
- Providing coaching, guidance, and direction to maximize team effectiveness and productivity
- Generating weekly, monthly and quarterly reports regarding Team member’s performance metrics and working with bottom Team member’s to enhance their skills.
- Devised and implemented processes and procedures to streamline operations.
Team Leader
Street Style Store
Delhi
10.2016 - 10.2017
- Handling 20 people Team
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Provides direct supervision to all assigned workers and/or program participants
- Provide status reports based on input (donations) & output (sales/salvage)
- Regularly monitor e-commerce sites' activities and report any situation that appears
- Maintains quality checks to ensure that processing and shipping metrics are being met
- Assures that outgoing product are counted and packaged according to postal or other
- Shipping services mailing/shipping requirements.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supported stores conducting sales promotions and special events.
- Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
Cluster Manger
OYO ROOMS
Gurgaon
07.2015 - 09.2016
- Working with OYO ROOMS from 15TH July 2015 to 30th Sep 2016
- Took Ownership of aligned state in (fulfilment out bound team)
- Handling escalations and completes.
- Dealing with city team operation head, hub head and cluster mangers
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Dealing with Daily base property manager and owner enquiry and concerns
- Pushing properties towards less check in denied and tab usage
- Complete CRS knowledge creating bookings, booking modification
- Amount updating and technical and product knowledge
- Individually took ownership of whole state more than 300 properties
- Track future room availability and inventory on basis of reservations, and develop forecasts for room revenue and occupancy
- Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly
- Processes knowledge any cancellations and modifications
- Understands the hotel's policy on guaranteed reservations and no-shows
- Handles daily correspondence
- Responds to enquiries and makes reservations as needed
- Worked as Remote cluster manager of 15 cities across 15cities handled more than 20 properties per city their escalation, reconciliation, tab installation, remote training sections of app, customer service, inventory management
- Worked in technical support as Role Changer in CRS and tab installation also well versed in Air watch, good at handling technical issues and convening costumer at breakdown.
Education
Skills
2D Auto cad, 3D Modelling
Good Knowledge of Microsoft word and excel, Power point
Technical work as CRS program knowledge
Good knowledge of process and productBasic knowledge of SQL, writing and understanding SQL queries
Internal tool MSA & NIA
Blacklisting softwareFriendly, flexible, optimisticExcellent interpersonal communication skillsFraud analysis
Quality control
Business Processes
Business Process Analysis
Interests
Sketching, Drawing, Reading books, Sports
Timeline
Team Leader- Process Excellence/ Business Process
Rsystems International Limited (Customer Service) For Spectrum/Charter
08.2022 - Current
Quality (QA)
OLX Autos
02.2022 - 08.2023
PSQ (Process, strategy & QA) Sr. Specialist
Home Credit India Finance
11.2017 - 09.2021
Team Leader
Street Style Store
10.2016 - 10.2017
Cluster Manger
OYO ROOMS
07.2015 - 09.2016
Highlights
- 8+ years of BPO experience in Team handling, Quality, Operations and Support.
- Experienced in managing calibration meetings.
- Experienced in managing new consultants, providing on job training, and ensuring training and support for achieving there as well as the organization’s business objectives
- Proficient in MS Excel, Word, Power point and working on software like Power BI, nice, nexidia for call monitoring and reports.
Landmark
Indraprastha Yojana
Personal Information
- Father's Name: SIDDALINGAPPA
- Date of Birth: 09/03/93
- Nationality: Indian
- Marital Status: MARRIED
Place Live
Ghaziabad
Home Town
BENGALURU
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Disclaimer
I hereby declare that the above provided information is correct to best of my knowledge.
Highlights
- 8+ years of BPO experience in Team handling, Quality, Operations and Support.
- Experienced in managing calibration meetings.
- Experienced in managing new consultants, providing on job training, and ensuring training and support for achieving there as well as the organization’s business objectives
- Proficient in MS Excel, Word, Power point and working on software like Power BI, nice, nexidia for call monitoring and reports.
Landmark
Indraprastha Yojana
Personal Information
- Father's Name: SIDDALINGAPPA
- Date of Birth: 09/03/93
- Nationality: Indian
- Marital Status: MARRIED
Place Live
Ghaziabad
Home Town
BENGALURU
Disclaimer
I hereby declare that the above provided information is correct to best of my knowledge.