Mamatha Reddy A

Aspiring for managerial assignments in Operations Management, Customer Relationship Management with a reputed organization preferably in the HR operations.

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• Having 7+ years of experience of HR Back end Operations and Client Relationship Management
• Exposure to various facets of background verification including client coordination, team management, documentation, etc.
• Abilities in handling quality customer service operations, organizing process strategies and building with various groups
• Highly energetic with a keenness for learning and resourcefully applying new knowledge
• Possess strong initiative communication and interpersonal skills
• Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
• Skilled in guiding and coordinating teams to achieve bottom-line objectives with proven abilities in assessing and tailoring business development programs.

Operations Management

• Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation.
• Framing work direction and plan for the associates after thorough assessment of their capabilities.
• Preparing various weekly/monthly MIS reports pertaining to process and productivity.
• Implementing systems to upgraded versions to achieve maximum efficiency in various operations; spearheading process improvement initiatives.
• Coordinating and following up with different departments in order to resolve customer complaints within TAT.
• Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.

Team Management

• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
• Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
• Conducting training programs to enhance operational efficiencies of workforce, focusing on technical & customer care aspect.
• Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.
• Interacting with support functions for staffing & scheduling requirements, performance reporting, etc.