Meghana D G

Operations Manager
Alorica India Private Limited — Bengaluru, Karnataka
June 2022 – Present

• Solely manage a team comprising 10 Team Managers and over 150 associates, reporting directly to the Senior Operations Manager.
• Assessed existing processes, identified opportunities for improvement and recommended solutions that increased efficiency within the organization.
• Led and successfully completed multiple projects in collaboration with clients and the business transformation team.
• Oversaw operations across various lines of business, handling client escalations and ensuring service excellence.
• Responsible for resource management, training, planning, and service level management, consistently meeting or exceeding performance targets.
• Implemented strategies to enhance team performance, resulting in a 100% improvement in key performance indicators.
• Fostered a culture of continuous improvement through regular training sessions and feedback mechanisms.
• Team Manager
  Alorica India Private Limited — Bengaluru, Karnataka
  June 2020 – May 2022
• Managed a non-voice team of 15-20 associates, providing Level 1 support and ensuring high-quality service delivery.
• Accountable for team performance, including managing attrition and shrinkage, and implementing strategies to improve metrics.
• Handled escalation calls, resolved team member queries, and conducted audits on quality checks to maintain service standards.
• Recognized for outstanding leadership and awarded 'Team Manager of the Year' in 2019.

Digital Interactive Specialist and Subject Matter Expert (SME)
247.ai — Bengaluru, Karnataka
June 2018 – January 2020

• Managed inbound chat interactions, delivering prompt and effective customer support.
• Demonstrated excellent objection handling skills, contributing to a high customer satisfaction rate.
• Consistently achieved performance targets, showcasing strong communication and problem-solving abilities.
• Promoted to Subject Matter Expert (SME) for exceptional performance and in-depth knowledge of processes.
• Provided training and guidance to new team members, enhancing overall team competency.

Customer Relation Officer
Hinduja Global Services — Bengaluru, Karnataka
May 2017 – May 2018

• Handled inbound calls, delivering service excellence with zero customer complaints.
• Provided timely and accurate information to customers, enhancing their overall experience.
• Collaborated with team members to resolve issues and improve service delivery.
• Received 'Best Customer Support' award for exceptional service and dedication.