Monika Jha
New Delhi
Summary
Proficient in managing teams and achieving successful project outcomes by building positive relationships with stakeholders. Forward-thinking professional with a proven history of leadership, planning, and problem-solving. Adept at collaborating with professionals to accomplish demanding objectives, motivating staff, and organizing resources. Strong understanding of maintaining coverage for all operational
Overview
5
5
years of professional experience
Work History
Domain Lead
Wipro HR Services
07.2023 - 11.2024
- Led a team of 20 FTEs across 3 aligned clients, responsible for overall client delivery.
- Conducted root cause analysis, escalation management, and process improvements.
- Managed daily operations, including KPI/SLA performance, quality improvement, coaching, and stakeholder engagement.
- Developed and implemented training modules to enhance team efficiency.
- Regularly collaborated with the workforce team to ensure the maintenance of a comprehensive database of employee schedules and attendance records.
- Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
- Participated in multiple project implementations, and facilitated the onboarding of new clients.
- Expertise in D-Sat analytics, and repeat call reduction.
- Engaging with clients and stakeholders as needed, depending on the circumstances.
- Developing monthly evaluations based on specific domains for team members.
- Created reports to analyze labor utilization, overtime, and cost savings opportunities.
Senior Customer Representative
Wipro HR Services
01.2022 - 06.2023
- Conducted training and provided quality checks and feedback for new colleagues
- Monitored customer feedback and developed corrective actions for service issues
- Excelled in quality assurance evaluations and continuous improvement of performance
Customer Representative
Wipro HR Services
02.2020 - 12.2021
- Supported client queries through web chat and voice, focusing on CSATs
- Trained in US domain services (Health Welfare, Payroll, 401k, Pension, Tax Reporting)
Education
Bachelor of Business Administration -
Babu Banarasi Das University
Lucknow, Uttar PradeshSkills
- PowerBI
- JIRA
- ALIS
- MS Office
- Workday
- IBM Cognos
- SharePoint
- Adaptive leadership
- Data analysis
- Performance Management
- Tableau
- Communication
Accomplishments
- Awarded multiple performance awards including Shimmer, Dazzle, Illuminate, Blaze, and Fireball.
- Achieved consistent monthly performance targets of 90% or higher.
- Successfully led a newly implemented project to reach performance rates up to 100%.
Timeline
Domain Lead
Wipro HR Services
07.2023 - 11.2024
Senior Customer Representative
Wipro HR Services
01.2022 - 06.2023
Customer Representative
Wipro HR Services
02.2020 - 12.2021
Bachelor of Business Administration -
Babu Banarasi Das University
Similar Profiles
Saksham SaxenaSaksham Saxena
WIPRO DELIVERY ANALYST at WIPRO HR SERVICESWIPRO DELIVERY ANALYST at WIPRO HR SERVICES
Kanishka TiwariKanishka Tiwari
Customer Service Representative at Wipro HR Services Pvt LimitedCustomer Service Representative at Wipro HR Services Pvt Limited
Maitri ChhabraMaitri Chhabra
Senior Associate at Wipro HR Services India Pvt ltd.Senior Associate at Wipro HR Services India Pvt ltd.