Merugu Ravi Teja
Assistant Manger Training & Quality
Hyderabad,Telangana
Summary
Experienced Assistant Manager with over 6 years of experience in Bossiness Process Outsourcing. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
4
4
years of post-secondary education
6
6
years of professional experience
Work History
Assistant Training Manager
OM INNIVATION CALL SERVICES PVT LTD
Hyderabad, Telangana
2019.05 - Current
- Directed training and retraining of employees to boost performance and enhance business results.
- Managed quality programs to reduce overdue compliance activities.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Established team priorities, maintained schedules and monitored performance.
- Managed Airtel project with HC 400+ hand holding Training and Quality Function in achieving Resolution Rate and Customer satisfaction at
- Align Training team job goals with Customer requirements and organizational objectives.
- Led Training and Quality Assurance Team 15+ inclusive of Quality – Team Lead and Senior Quality Analyst.
- Utilized 4 Trainers as Shared Resource and reduced operating cost by 5%.
- Increased Billing Headcount by 10% for maintaining consistency in achieving Generating the PTR’s along with the Recharge.
- Awarded for Initiating “ACPT Analysis” to have mere focus on Top Call Drives impacting C-Sat.
- Implemented “KANO’s” module to identify the Crowd / Population impacting the operational KRA.
- Analyze requirements and document procedures, policies and work instructions to enable the team perform effectively and efficiently.
- Identify process gaps and work on process improvement to achieve enhanced productivity and better turnaround time. Design and deliver insights for the Quality and Training Team and map results.
- Set goals and deliverables for the Team to carry out their activities (KPI"s for both Quality and Training).
- Monitor individual performance and guide, coach and motivate them to achieve individual as well as team goals.
Senior Trainer
Karvy Data Management Services Ltd
Hyderabad , Telangana
2017.09 - 2019.05
- Designed new assessment system used to evaluate instructors and automate performance reporting.
- Evaluated training needs to improve training quality.
- Training needs Intervention based on quality report.
- Process training delivery as required by the process.
- Maintaining training records.
- Sending training Reports.
- Coordination for training sessions.
- Taking out the performance of 0-30 days.
- Developing training modules.
- Ready templates, calling scripts, Product and process Manuals (SOP) created for ready support of Operations team.
- Perform daily operations work flow.
Trainer
TBSS
Hyderabad , Telangana
2015.05 - 2017.06
Education
Bachelor of Technology - Electrical, Electronics And Communications Engineering
KBR Engineering Collage
Bhongir 2010.06 - 2014.06
Skills
Training and Coaching
Process Improvement
Quality Assurance
Strategic Planning
Deta Modelling
Timeline
Assistant Training Manager
OM INNIVATION CALL SERVICES PVT LTD
2019.05 - Current
Senior Trainer
Karvy Data Management Services Ltd
2017.09 - 2019.05
Trainer
TBSS
2015.05 - 2017.06
Bachelor of Technology - Electrical, Electronics And Communications Engineering
KBR Engineering Collage
2010.06 - 2014.06