Leelavathi N
Chennai
Summary
Dynamic professional with extensive experience at Foundever India, excelling in performance metrics analysis and effective communication. Proven track record in coaching teams to enhance Quality Scores and implementing training initiatives. Adept at utilizing MS Office for reporting and root cause analysis, driving continuous improvement in service delivery.
Overview
11
11
years of professional experience
Work History
Coach
Foundever India
04.2022 - Current
- Reading and observing the chat, made by calls center agents.
- Provide timely feedback to the agents and provide adequate coaching to the agent
- Offers new ideas to the team for improving Quality Scores
- Organize, prioritize and plan work efficiently
- SLA Tracking and Reporting and analysis of service delivery performance metrics
- Strong expert knowledge of Microsoft Office products including Word, Excel
- Tracking down the Root cause analysis of ENPS and various scrub.
- Handling team of 16 associates from voice process and chat process as training team lead.
- Managing the Shrinkage and Attrition.
- Hearing and observing the calls and providing feedback.
- Conducting Skep sessions regarding the Week-on-Week scores and improvement action plan.
- Conducting team huddle and team meeting regarding the recent updates.
Associate Quality
Tech Mahindra
02.2020 - 04.2022
- Listening to and observe calls, made by calls center agents.
- Provide timely feedback to the agents and provide adequate coaching the agent
- Offers new ideas to the team for improving Quality Scores
- Organize, prioritize and plan work efficiently
- SLA Tracking and Reporting and analysis of service delivery performance metrics
- Strong expert knowledge of Microsoft Office products including Word, Excel
- Tracking down ENPS and FCR data analysis
Accounts & Admin Co-ordinator
International Waste Management Pvt Ltd.
09.2014 - 07.2015
- Updating company accounts in Tally ERP.
- Dealing with Salary payroll.
- Dealing with Service Tax and Service Tax Returns.
- Dealing with Sales Tax details and Sales Tax Returns.
- Dealing with Filling of TDS Returns.
- Dealing with Stock Management.
Education
B.Com -
Meenakashi College for Women
Chennai01.2013
Higher Secondary -
Chennai01.2010
SSLC -
Chennai01.2008
Skills
- MS Office
- Team collaboration
- Training implementation
- Effective communication
- Performance metrics analysis
- Feedback delivery
- Root cause analysis
Disclaimer
I, hereby declare that the information furnished above is genuine and I shall be liable for any discrepancies whatsoever.
Personal Information
- Age: 33
- Father's Name: K.Nagappan (Late)
- Date of Birth: 10/13/92
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
Coach
Foundever India
04.2022 - Current
Associate Quality
Tech Mahindra
02.2020 - 04.2022
Accounts & Admin Co-ordinator
International Waste Management Pvt Ltd.
09.2014 - 07.2015
B.Com -
Meenakashi College for Women