Manali Gill
Mumbai
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
17
17
years of professional experience
Work History
Quality Supervisor
Accurate Background India
03.2023 - Current
- Developed and implemented quality control processes to improve product reliability.
- Performed root cause analysis of non-conforming products and identified corrective actions.
- Analyzed customer feedback to identify areas of improvement in the product design process.
- Prepared presentations outlining strategies for successful team dynamics and conflict resolution.
- Developed comprehensive plans for resolving conflicts between employees or customers when necessary.
- Coached team members in problem-solving and decision-making skills.
- Utilized and dynamic communication skills to ensure positive office environment for entire workforce.
- Led and coordinated activities of quality control inspection department, verifying operational compliance with quality processes and procedures.
- Established training programs to ensure compliance with quality standards.
- Reviewed documentation related to employee attendance records, payroll information, verifying accuracy before submitting it for approval.
- Implemented cost saving initiatives throughout the organization by analyzing current practices and making suggestions for improvements.
- Evaluated existing processes regularly in order to identify areas where efficiencies can be improved.
- Analyzed data from daily reports to detect trends or patterns that could impact the business objectives.
- Organized special projects related to process optimization or continuous improvement initiatives.
- Developed and implemented quality policies, procedures, standards and systems for the team.
- Collaborated with other departments on cross-functional teams focused on improving overall product quality.
Project Implementation & Onboarding Manger
Sterling - Background & Identity Services
Mumbai
06.2021 - 02.2023
- Worked to ensure successful project execution according to established objectives, timelines, and costs
- Measured project performances and identified areas for improvement
- Worked with the overall mission of the company in mind and sought to effectively convey and promote the company's true brand
- Provided project updates to stakeholders and supervisors
- Created innovative and usable solutions
- Worked to maintain positive client relationships.
- Built reports tracking key performance indicators and presented insights to stakeholders.
- Collaborated with internal teams to troubleshoot any customer issues or concerns.
- Served as an advocate for customers by providing feedback on product features or enhancements.
- Conducted regular check-ins with customers to assess their progress.
- Created client success plans tailored to individual needs and goals.
Client Issue Management Leader/Team Leader
Sterling - Background & Identity Services
Mumbai
03.2020 - 06.2021
- Worked on reviewing the issues & disputes highlighted by the client and conducting RCA to understand the cause of the error and providing resolution along with Action Plans to avoid recurrence of the error
- Reviewed reports pertaining to the Verification Department, analyze trends to identity and target the areas of improvement for each team
- Published Intelligence Reports to illustrate the month-on-month Complaints and Applicant Dispute across all business units
- Monitored the performance of team members and worked to increase team morale and motivation
- Promoted team building skills and fostered positive team relationships
- Attending client calls/meetings on a regular basis to proactively suggest improvements with their account
- Work closing with POD/Vertical Manager, Account Managers and Client Service Executives and deliver within the stipulated time frame
- Work on reducing the number of complaints within the LOB based on analyzing the complaint trends related to human/process or system
- Identifying clients with customized workflows and workings towards providing facts and data as to why product simplification would benefit them
- Managing client escalations on real-time basis and responsible for providing smooth client experience to the clients under Finance & Insurance Sector
- Responsible for managing a team of Process Leaders and their day-to-day activities.
Quality Analyst
Sterling- Background & Identity Services
Mumbai
05.2019 - 03.2020
- Executed the initiatives of the organization and Quality Management Systems
- Handling client escalations and disputes and taking collective feedback to assist in changing the client management strategies
- Conducted quality checks and team meetings to discuss the trends and process updates
- Providing Coaching and Feedback to ensure individual targets are met
- Reviewing the error trends and suggesting Individual or Team related Plan of Action to drive numbers
- Participated in Quality Management and Quality Performance enhancing activities
- Conducted Process Calibration Calls to review the current processes and streamline any changes required along with successful rollouts on the process change post approvals from the Stakeholders
- Preparing Audit Plans as per the LOB's requirements
- Assisted in creating and maintaining the SOPS.
Verification Specialist
Sterling- Background & Identity Services
Mumbai
01.2014 - 04.2019
- Conducted background checks for employment, education, references through various modes of fulfillment
- Handling verification requests for Special Clients
- Conducting research to identify the correct source of contact for the employers/schools
- Managing mailboxes for dedicated clients.
Sales Representative
3 Global Services/Tech Mahindra Services
Mumbai
11.2010 - 12.2014
- Responsible for making outbound sales calls and offering the latest handset along with the best suitable plans to existing and new customers
- Upgrading and retaining existing customers contracts
- Handling post-sales and upgrade queries from the customers.
Senior Customer Service Representative
3 Global Services
Mumbai
03.2008 - 03.2010
- Handling inbound calls and assisting the customers with billing and payment issues.
Sales Representative
Radius Infosource
Mumbai
03.2007 - 02.2008
- Making outbound calls and converting the leads to prospective clients for websites
- Responsible for the overall development of the website and updates
- Handling client disputes and web updating queries.
Education
Bachelor's of Arts -
University of Mumbai
Mumbai02-2024
HSC -
University of Mumbai
Mumbai03.2007
Skills
- Leadership and Teamwork
- Communication Skills
- Coaching & Mentoring
- Effective Time Management
- Goal Setting and Achievement
- Performance Evaluation and Management
- Workflow Management & Workforce Planning
- Staff Training and upskilling
- Strategic Partnerships
- Stakeholder Management
- Cross-functional team leadership
- Critical thinking and problem solving
- Process Analysis
- Quality Control Planning
- Business Process Improvement
- Corrective Action Planning
- Report Creation & Generation
- Account oversight, Client Engagement & Client Relationship Management
- Customer Satisfaction & Client Retention Strategies
- Complaint Investigation and creating effective action plans
Hobbies and Interests
- Love to read books novels and Poetry especially English Drama & Literature
- Good at painting & sketching
- Cycling & Swimming
- Love to maintain a healthy lifestyle so an ideal day for me starts with a morning walk followed by Yoga Practice and then some reading
Timeline
Quality Supervisor
Accurate Background India
03.2023 - Current
Project Implementation & Onboarding Manger
Sterling - Background & Identity Services
06.2021 - 02.2023
Client Issue Management Leader/Team Leader
Sterling - Background & Identity Services
03.2020 - 06.2021
Quality Analyst
Sterling- Background & Identity Services
05.2019 - 03.2020
Verification Specialist
Sterling- Background & Identity Services
01.2014 - 04.2019
Sales Representative
3 Global Services/Tech Mahindra Services
11.2010 - 12.2014
Senior Customer Service Representative
3 Global Services
03.2008 - 03.2010
Sales Representative
Radius Infosource
03.2007 - 02.2008
Bachelor's of Arts -
University of Mumbai
HSC -
University of Mumbai
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