Operations Supervisor
Conduent Business Services
09.2024 - Current
Malini Truman
Operations Supervisor
Visakhapatnam,AP
Timeline
Operations Team Leader
Conduent Business Services
06.2023 - 08.2024
Quality Analyst
Conduent Business Services
10.2021 - 06.2023
Technical Support Specialist
IBM
07.2013 - 02.2014
Quality Assurance Analyst
HSBC Electronic Data Processing
09.2009 - 04.2011
Customer Service Executive
HSBC Electronic Data Processing
06.2007 - 09.2009
Bachelor Of Science In Maths, Statistics - Computer Science
Gayatri Vidya Parishad
2006 - 2009
Work History
Operations Supervisor
Conduent Business Services
09.2024 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Operations Team Leader
Conduent Business Services
06.2023 - 08.2024
- Managed high workload with consistent record of achieving deadlines and production targets.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
- Provided effective leadership during periods of change or transition within the organization.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
- Contributed to interviewing process and made new hire recommendations.
- Implemented quality assurance measures that led to improved product consistency.
- Produced detailed reports outlining performance against benchmarks.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Trained, coached and managed [Number]-person team of [Type] and [Type] professionals.
Quality Analyst
Conduent Business Services
10.2021 - 06.2023
- Analyzed QA processes, pinpointing areas for improvement and boosting team productivity.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Facilitated cross-departmental training sessions, increasing awareness and understanding of quality standards.
Technical Support Specialist
IBM
07.2013 - 02.2014
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Recorded and maintained relevant notes for each client and work order.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Walked individuals through basic troubleshooting tasks.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Managed high levels of call flow and responded to technical support needs.
Quality Assurance Analyst
HSBC Electronic Data Processing
09.2009 - 04.2011
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
Customer Service Executive
HSBC Electronic Data Processing
06.2007 - 09.2009
- Resolved issues by providing accurate information and guidance.
- Documented customer interactions in system for future reference.
- Handled customer transactions and processed orders with attention to detail.
- Escalated complex issues to senior staff for further assistance.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Education
Bachelor Of Science In Maths, Statistics - Computer Science
Gayatri Vidya Parishad
Visakhapatnam 2006 - 2009
Skills
- Performance improvement
- Employee engagement
- Team Training
- Office management
- Employee supervision
- Operations management
- Compliance management
- Cross-functional collaboration
- Coaching and mentoring
- Process optimization
- Team leadership
- Decision-making
- Abilities
- Excellent communication
- Calm under pressure
- Friendly, positive attitude
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking Abilities
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsPaid time offTeam Building / Company RetreatsPaid sick leaveLanguages
English
Telugu
Hindi