Lakshitha Reddy

• Accountable for setting program goals, strategies, and supporting the team to investigate, manage, and resolve high-impact escalations.
• Responsible for high-level judgments to own our most complex and crucial enforcement decisions.
• Created weekly, monthly, and quarterly reports for summarizing operational performance metrics.
• Conducted regular meetings with team to discuss progress and areas of improvement and monitored for any process gaps, and developed solutions to close them.
• Assessed team members' skill sets and assigned tasks accordingly for optimal efficiency.
• Drafting and presenting deep-dive documents, COEs, including response to Program Managers, and Stakeholders.

Examples/Projects:

• One of the 65 HC skilled in multiple processes. Based on learnings from various teams/processes, developed mechanisms to reduce AHT by 67%, identified process gaps, and revised SOPs by conducting required pilots, followed by approvals from program teams and key stakeholders.
• Performed deep-dive on associates not meeting Quality metrics(99%) identified areas of improvement and conducted training plan followed by scheduling weekly connects post which we have observed no dip in quality scores overall.
• Mentored, Trained 60+ L3 HC followed by on-boarding. Provided process overview sessions for 10 L4-L7 managers.
• Identified major process gaps and created a corrective action plan by working with external program managers, key business, and legal partners, which has yielded a positive enforcement by 86%.
• Onboarded tools to 4 processes with 45HC: Led onboarding of various key tools like Paragon, CRISP, AAUI by leading testing, communicating, and documenting bug/blockers/feature requests with Tech teams, tracking the progress by submitting TT. Post UAT, created process flow and SOPs in line with the tool by coordinating with respective process owners.

Worked as a analyst on Cisco Infinite Video Platform which allows advanced features to be implemented in
Legacy hardware by moving Heavy weight functionality to the cloud and running a light weight software on the
legacy product .Our objective is to port Application layer onto a different middleware layer and deliver a fullstack
software to run on Tv setup boxes.