Lohith Naik
Hyderabad
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Process Lead
Cognizant
Hyderabad
11.2022 - Current
- Gave detailed day-by-day directions on production targets.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Tracked project schedules and encouraged teams to complete tasks on time.
- Working closely with Programmer Managers and delivering the work
within the SLA’s to meet the OKRs. - Focus on building quality solutions for clients
- Weekly, Monthly and Quarterly business reviews presented to clients with solutions for project enhancement
- Create reports on weekly and monthly team metrics and trends for
senior managers and clients. - Analyze qualitative and quantitative information metrics for both
client and vendor reporting.
Senior Process Executive
Cognizant
Hyderabad
02.2016 - 10.2022
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Researched issues and made quick decisions to achieve efficient and effective resolutions.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Improved customer service feedback scores through outstanding service.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Cultivated collaborative culture and mentored junior staff.
Associate
Serco BPO PVT Limited
Hyderabad
09.2014 - 01.2016
- Supported management team to facilitate task completion and meet performance goals.
- Revised existing maps and charts, making corrections, adjustments and updates.
- Assisted different members with special projects.
Education
B-Tech - Mechanical Engineering
Nalla Malla Reddy Engineering College
Hyderabad07.2012
Skills
- Client Support
- Shift Scheduling
- Employee Attendance Monitoring
- Operations Support
- Production Monitoring
- Supervision & Leadership
- Leading Team Meetings
- Performance Evaluations
- Team Management
- Team Building
- Training & Development
Certification
- Certified Salesforce Administrator - [2023]
Timeline
Process Lead
Cognizant
11.2022 - Current
Senior Process Executive
Cognizant
02.2016 - 10.2022
Associate
Serco BPO PVT Limited
09.2014 - 01.2016
B-Tech - Mechanical Engineering
Nalla Malla Reddy Engineering College
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