MEGHA BHATIA PURI
Brainwave And Fusion Initiative Leader For Corporate Quality TEAM
Cantt
Overview
8
8
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Teacher
Army Pre primary school
Panagarh
- EXAMINATION
- INSTITUTION/BOARD
Assistant Manager
WNS Services
12.2008 - 10.2010
- Explore avenues that offer opportunities for enhanced growth and development, and collaborate with a team that adds to the organization’s success
- To be able to propel growth and create robust process around delivery to the client
- Brainwave and Fusion initiative Leader for Corporate Quality TEAM & In the Green Belt Quality Role
- Job Description: The primary responsibility is to meet the target set in terms of number of ideas generated across WNS at all locations along with the generation of QNS (Quality Net Savings)
- The other activities attached to the role are to present the updated weekly dashboards to the CQO, Strategy Building for the betterment in the current financial year and the following year
- Daily Queries to be resolved from our internal clients, Inventory Procurement and Management
- Gifts to be distributed in exchange to the closed ideas, to touch base with the SPOCS in different verticals for updates on the initiative, helping the branding and communication team with the preparation of initiative posters and mailers which in turn would help in promotion of the Initiative, conduct different events (ICOM, HAC, EUREKA, On spot prizes) for the generation of Ideas and QNS across Operations floors are a few more important activities
- Green Belt training Completed
- In the theory of LEAN I have completed the CADET CERTIFICATION and the training for next level SAMURAI
- Conducting trainings in the area of LEAN is another flavor of my role in Quality
- Another one is me being a part of the AVIVA Process Base lining team
- I have been a part of the team to set up the Corporate Quality Training team for the whole organization
- I am a WCT (WNS Certified Trainer)
- I try to drive Quality with a blend of Six Sigma and Lean methodology
- My prior Operations experience has helped me a lot to understand the customer internal and external and deliver the expected and to maintain a very cordial relation with the client on behalf of the customer
- This gives me an upper hand in Process management, Operations management and Process improvements.
Assistant Manager
IBM Daksh
01.2008 - 12.2008
Team Leader
Wipro BPO
11.2003 - 03.2007
- An Associate on the 22
TEAM LEADER, Agent
LITTLE WORLD SCHOOL
Atlanta, Jabalpur
04.2002 - 11.2003
- Handling a Team of 21 CSR’s
- Major KRAS include Team mentoring, initiating specific projects to improve the performances of the Csr’s like call handling techniques, AHT reduction, QA scores etc
- Handling Appraisals through PMS
- Handling and escalating Tech issues for the entire floor
- Generating reports related to Csr’s Cpm’s like agent score card, Avaya Aht report, QA score card etc
- Forecasting leave sanctioning for the team
- Co-coordinating with various Spocs on the floor like MIS, Quality Department, Eag spocs, sourcing spocs etc
- Managing CSR’s in accordance with established work rules like COC (Code of Conduct), Productive guidelines etc
- Maintain the entire database with records of each agent and promoting CSR’s in understanding their role in the contact center
- Was chosen as the Best Employee for the year 2004-2005 and was awarded a trip to U.S
- (,
- I have the US B1 visa for 10yrs
- Part of the team which won the FORBES award for the year
- Was rewarded for being the best Team Leader at WIPRO and Assistant Manager at IBM
- Was sent to Mumbai for a management training for 2 days which was on official grounds
- Adjudged the Best Quality Assurance agent for the month of May’06
- Was the representative of the Month for the month of August 2004
- Implemented a total of 21 Pragatis
- Co-designed and conducted four PowerPoint presentations across the floor, on topics such as Customer Interaction and Job Knowledge, which helped minimize frequent errors
- Conducted Microsoft Excel sessions for the entire Quality Assurance team
- A member of the Emergency Response team
- A member of the Employee Satisfaction group, the primary function of which is to casually interact with agents with regards to the problems that they face and escalate the same to the management
- Actively participated and worked towards standardizing transaction monitoring procedures across the process
- Responsibilities as a Quality Assurance, :
- Remote and live monitoring calls and evaluating them
- Handling internal and external call calibration with the client
- Training the employees for further process improvement
- Driving the necessary tool for process betterment for the CSR’s like know how of quality tools and usage of the standard quality check sheet supplied for offshore vendors by the client
- Updating agent trackers like Calling Monitoring Roster, Floor Score tracker and Error tracker
- Preparing learning from call monitoring and spreading across the floor
- Handling on the Job Trainees and giving feedback by conducting regular sessions
- Checking AHT percentage report for different split skills
- Updating CPM report on Quality and coordinating with MIS for the best agent for week and month
- Preparing concise reports for the MIS and leads to know the overall performance of a particular team and identifying outliers for further action needed
- Conducting sessions and training programs through regular presentations to sustain the call quality on the floor
- Was appointed as a Team Coach for a period of Six Months:
- Responsibilities working as Team Coach
- Mentoring and coaching Csr’s for better productivity and in improving process and customer interaction
- Updating process huddle report on a daily basis
- Monitoring calls and providing feedback and accurate information to the Csr’s
- Checking Average Handling time, Call length on various split skills
- Preparing Representatives Report Card which includes:-
- Mark downs and solutions to a particular call monitored
- Team AHT report
- Break adherence follow up sheet
- Customer comments if any
- Coordinating with the Quality Assurance Team to receive data on Csr’s
- I was appointed as a teacher for a period of 1yr and 6 months.
Education
PERCENTAGE - HR
Chennai University
Jabalpur University
M.com - undefined
Bachelor of Commerce - undefined
Higher Secondary Certificate - undefined
St. Josephs convent SS School
Indian Certificate of Secondary Education - undefined
St. Josephs convent SS School
Skills
Microsoft Windows, Excel, Word and PowerPointDiploma Certificate from APTECH for 2yearsPERSONAL DETAILS-Date of Birth: 14th July 1980Gender: Female
Certification
MBA in HR from Chennai University.
Timeline
Assistant Manager
WNS Services
12.2008 - 10.2010
Assistant Manager
IBM Daksh
01.2008 - 12.2008
Team Leader
Wipro BPO
11.2003 - 03.2007
TEAM LEADER, Agent
LITTLE WORLD SCHOOL
04.2002 - 11.2003
Teacher
Army Pre primary school
PERCENTAGE - HR
Chennai University
Jabalpur University
M.com - undefined
Bachelor of Commerce - undefined
Higher Secondary Certificate - undefined
St. Josephs convent SS School
Indian Certificate of Secondary Education - undefined
St. Josephs convent SS School