Monica Shree
Bangalore
Summary
Dynamic Operations Manager at CA-One with a proven track record in leading high-performing teams and enhancing customer satisfaction. Skilled in KPI management and compliance, I excel in problem-solving and effective communication. My leadership fostered a motivated team, achieving significant improvements in service quality and operational efficiency.
Overview
11
11
years of professional experience
Work History
Operation Manager
CA- One
Bangalore
04.2022 - 10.2023
- Handled end-to-end cloud support operations in the Google project.
- Monitoring queue management, leave management, KPI, SLA, scorecards, client calls, and escalation management.
- Handled a team of 50 agents, including team leads, and agents.
- My team was handling SPF, DKIM, DMARC, and email phishing issues.
- Monitoring initial response time as per case.
- Allocating backlog cases to the team.
- Monitoring customer surveys: Customer satisfaction (CSAT) and customer dissatisfaction (DSAT).
- Processing and reviewing chats, emails, phone support, and omni-channel supervisor end-to-end reports using the vector dashboard.
- Monitoring tickets per hour (TPH) as per case.
- Using the Speak Easy dashboard and monitoring every day the agents' login hours and break timings.
- The interview process will be conducted to recruit an appropriate candidate suitable for the designated position.
- Conducting mid-year and year-end appraisals and performance reviews for the agents.
- Preparing the shift roster for every month in different time zones, a shift management system helps assign employees to multiple shifts, automates shift rotations, and sends out timely communication to the employees and managers regarding their shifts.
- Managing and upholding the troubleshooting escalation process.
- Work closely with other teams to bring about a faster resolution.
Human Resource
Accenture (2COMS)
Bangalore
06.2021 - 03.2022
- Lead the full-cycle recruitment for a US client.
- Working with organizations to develop a recruitment plan.
- Screening applicants to evaluate whether they meet the position requirements.
- Interview scheduling, follow-up, and coordination with clients.
- DQF Team, please collect the required documents from the applicant, and validate them in the portal.
- Working on the LOOP application (pulling up the manual report and assigning it to all location agents).
- Helping new hires with job shadowing.
- End-to-end recruitment process.
Asst. Team Leader (Specialist)
Aegis Customer Support Services Private Limited
Bangalore
04.2014 - 04.2021
- Background verification for the employees selected in the topmost companies.
- Responding to client and internal escalation/inquiry emails.
- Handled credit check, criminal check, ID verification, SSN check, directorship check, AML check, and passport verification for all APAC, EMEA, and Latin regions.
- Handled a team of 24 people, along with my team lead, in Venture ICCT, data entry, and database.
- All process training for new hires was done by myself, and I was responsible for OJT for all new hires in ICCT and the database.
- Put processes in place, such as work allocation and reallocation for ICCT and the database, and we were successful, receiving accolades from the client for the same.
- Assigned to look at the new SGP platform.
- Created my own ICCT guides to help improve the current process and quality for all the processes followed.
- Received accolades for the same from clients.
- Dealt with internal and external CSMs and DSIs.
- I worked on five projects. One of the supervisors conducted audits and time in motion for the ICCT team.
- I handled the QC2 team for Barclays. Feedback and coaching for QC3, QC2, and internal errors.
- Conducted process-related activities, such as process quizzes and pairing researchers to improve their performances.
- Refreshers' training conducted on top defects for process perfection.
- Conducted weekly performer competitions to motivate the agents.
CSR (Customer Service Representative)
Country Club India
Bangalore
03.2013 - 04.2014
- Generated Ideas and data from the membership records of the company.
- Calling the customers for annual maintenance charges (AMC).
- Convince the customer for membership up-gradation.
- Assigning the payment appointments to collection department.
- Update the payment collected from the customers.
- Provide details on Locations available.
- Complete facility and add-on.
- Quality check on all payments received.
- Maintain data on the above.
- Asst Team floor support
Education
Bachelor's degree - Bachelor of Commerce
The Glocal University
04.2018
Pre - University -
Jharkhand state open school
12.2014
Skills
- Time management
- Communication and presentation
- Effective team leader
- Leadership and team collaboration
- Ability to learn quickly
- Customer service skills
- Compliance
- Problem-solving skills
- Flexibility and adaptability
- Continuous learning
Languages
English, Tamil, Telugu, Kannada, Hindi
Hobbies and Interests
Carrom Board, Jigsaw Puzzles, Building Model Making and Reading Books.
Extracurricular Activities
Fun Activities, All Companies Part of Employment Engagement Team, Conduct Fun Friday Activities. Getting multiple teams together on occasions and much more.
Training
- Interior Design, Idea World Wide, June 2012
- Advanced Excel and VBA, Cambridge, February 2022
Timeline
Operation Manager
CA- One
04.2022 - 10.2023
Human Resource
Accenture (2COMS)
06.2021 - 03.2022
Asst. Team Leader (Specialist)
Aegis Customer Support Services Private Limited
04.2014 - 04.2021
CSR (Customer Service Representative)
Country Club India
03.2013 - 04.2014
Bachelor's degree - Bachelor of Commerce
The Glocal University
Pre - University -
Jharkhand state open school
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