Lahari Sonnathi
Hyderabad
Summary
I actively engaged in extracurricular activities as a Subject Matter Expert (SME), modifying non-value-adding activities through continuous improvement. Using lean principles and a customer centric approach, I streamlined processes eliminated waste, and optimized efficiency. Collaborating with cross-functional teams, I implemented proposed changes and gathered feedback to refine processes further. Insightful Subject Matter Expert known for high productivity and efficient task completion. Specialize in analytical problem-solving, innovative solution development, and effective knowledge transfer. Excel at clear communication, adaptability, and teamwork to navigate complex projects with ease.
Overview
5
5
years of professional experience
Work History
SME
Teleperformance
Hyderabad
06.2025 - Current
- Developed training materials for new hires in customer service protocols.
- Conducted workshops to enhance team knowledge on product offerings and services.
- Collaborated with management to improve operational processes and efficiency.
- Analyzed customer feedback to identify trends and recommend improvements.
- Facilitated cross-departmental communication to ensure alignment on project goals.
- Mentored junior staff in best practices for customer engagement strategies.
- Evaluated training programs for effectiveness and made necessary adjustments.
- Championed initiatives that promoted a positive workplace culture among employees.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Created detailed reports on project progress, metrics, and results for stakeholders' review.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Maintained positive working relationship with fellow staff and management.
- Organized client meetings to provide project updates.
TRAINER For TRUST AND SAFETY
04.2021 - 10.2024
- To monitor and coach agents on the floor.
- To give feedback to non performing / bottom quartile agents not meeting the required client SLAs.
- To Analyze data and to calibrate with the client.
- To ensure re-skill verification is done across the floor.
- Rating the accounts of advertisers based on the quality and legitimacy of the business.
- Dealing with the online advertising accounts and ads.
- Collaborating and working with team members to reduce gray area scenarios.
- Identified new trends in the process and achieved all the basic SLAs.
- Identified the trends in the process for every quarter to make the process easier.
- Created instructional materials to support diverse learning styles and needs.
- Conducted one-on-one coaching sessions to improve employee performance.
- Collaborated with management to align training initiatives with business goals.
- Implemented interactive activities to engage learners and foster retention of knowledge.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Evaluated training effectiveness through participant feedback and assessments.
Education
Bachelor of Science - Mathematics, Statistics And Computer Science
Sri Chaintanya 'e' Techno School
Hyderabad, India03-2019
Skills
- MICROSOFT EXCEL
- TEAMWORK
- EFFECTIVE TIME MANAGEMENT
- ADAPTABILITY
- COMPUTER SKILLS
- ABILITY TO WORK UNDER PRESSURE
- ABILITY TO WORK IN A TEAM
- MICROSOFT OFFICE
- COMMUNICATION SKILLS
Disclaimer
I, hereby declare that the above-mentioned details are true to the best of my knowledge.
Personal Information
- Date of Birth: 07/03/98
- Nationality: INDIAN
Languages
English
Upper Intermediate (B2)
B2
Telugu
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Accomplishments
In the span of 3 years in Wipro as trainer I have received 4 RNR awards for the Quarterly as the "Best Trainer"
Timeline
SME
Teleperformance
06.2025 - Current
TRAINER For TRUST AND SAFETY
04.2021 - 10.2024
Bachelor of Science - Mathematics, Statistics And Computer Science
Sri Chaintanya 'e' Techno School