Monnappa OG
Bangalore
Summary
Experienced with operational management and team leadership. Utilizes strategic planning and workflow optimization to drive efficiency and productivity. Track record of effective problem-solving and fostering collaborative work environment.
Overview
14
14
years of professional experience
Work History
Assistant Manager - Operations
ReSource Pro
01.2023 - Current
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Spearheaded efforts towards continuous improvement within the department by incorporating feedback from employees at all levels.
- Implemented quality assurance initiatives to minimize errors in operations, improving overall efficiency levels.
- Ensured compliance with industry regulations, company policies, and safety standards to maintain a secure working environment.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
- Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Assisted in the development of long-term goals for the department, aligning them with organizational objectives.
- Enhanced operational efficiency by streamlining processes and implementing new systems.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reported issues to higher management with great detail.
Assistant Manager - Process Excellence
Flipkart Internet Pvt. Ltd
01.2020 - 01.2023
- Acting as the primary advocate for customers in shaping, planning, and executing customer experience initiatives for partner teams.
- Collaborating on the development of policies, processes, systems, and partnerships company-wide to enhance partner teams' ability to deliver exceptional customer experiences.
- Leveraging data, insights, and industry best practices to drive continuous improvement in customer experience.
- Creating and implementing documents like Business Requirement Documents (BRDs), Standard Operating Procedures (SOPs), etc., and collaborating with various teams to implement improvements.
- Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified.
- Analyzing data to identify and present customer issues to stakeholders and category teams.
- Proactively monitoring customer metrics to anticipate and address potential issues before they escalate.
- Collaborating with multiple stakeholders from design, product, and category teams to implement necessary changes.
- Reviewing processes and strategies from an end-to-end customer experience perspective for new initiatives.
- Developing and presenting compelling business cases at all organizational levels to secure support and alignment.
- Enhance the app experience by offering necessary information and self-service options to enhance customer satisfaction.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Assistant Manager - Quality
SLK
01.2019 - 01.2020
- Led a team of 5 Quality Team Leads and 25 Analysts in Bangalore and Pune.
- Oversaw four Banking and Mortgage processes across various locations.
- Created schedules to ensure round-the-clock coverage for the Quality team.
- Ensured alignment of targets and activities across all processes.
- Developed and presented business review presentations.
- Delivered timely quality reports and Minitab analyses for operations.
- Conducted calibrations internally and externally within set timelines.
- Collaborated with client counterparts for seamless daily operations.
- Worked with teams to achieve qualitative targets set by clients.
- Facilitated sessions to brainstorm process improvement ideas.
- Managed seamless transitions for new processes.
- Conducted weekly team reviews to track performance.
- Analyzed and resolved SLA shortfalls effectively.
- Provided timely Training Needs Inputs to the training team.
- Coordinated weekly Quality Governance calls with clients to discuss performance and compliance.
- Delivered impact analyses on pilot batches and process updates.
Team Lead – Process Excellence
Flipkart Internet Pvt. Ltd
01.2018 - 01.2019
- Managed social media and legal channels with a focus on Process Excellence.
- Oversaw the Email OSP channel to ensure process efficiency.
- Analyzed key metrics to enhance customer experience.
- Utilized Power BI dashboards to monitor performance and SLAs.
- Worked on reducing escalations and improving RR, CSAT, and Q2R scores.
- Calculated resolution score entitlements to establish performance baselines and set future targets for all OSP channels and in-house operations.
- Developed SOPs for process changes and business requirements.
- Created playbooks tailored to business needs.
- Conducted pilots and projects to evaluate process change effectiveness.
- Built capabilities for specific projects and pilots.
- Analyzed data to identify areas for improvement.
- Conducted metrics analysis and deep dives to address performance issues.
Assistant Manager - Quality
Intelenet Global Services Pvt. Ltd
01.2018 - 01.2018
- Led a team of 17 QA professionals in Bangalore and Mohali.
- Developed rosters to ensure 24/7 coverage for the Quality team.
- Ensured all team members met targets and aligned their activities.
- Prepared and presented materials for business reviews.
- Delivered timely Quality reports.
- Conducted internal and external calibrations within deadlines.
- Engaged regularly with client counterparts for daily operations.
- Identified root causes of escalations and performance dips.
- Collaborated with teams to achieve client-set qualitative targets.
- Facilitated brainstorming sessions for process improvements.
- Managed transitions for new processes.
- Held weekly team reviews to monitor performance.
- Traveled to various locations to assess QA performance.
- Analyzed resolution, CSAT, and quality scores for improvement.
- Provided prompt Training Need Inputs to the training team.
- Participated in rebuttal discussions.
- Scheduled weekly Quality Governance calls with clients to discuss performance and compliance.
- Delivered impact analyses on pilot batches and process changes.
Team Leader - Quality
Intelenet Global Services Pvt. Ltd
01.2016 - 01.2018
- Led a team of 10 Quality Assurance professionals across Bangalore and Mohali.
- Developed schedules to ensure 24/7 team coverage.
- Ensured team members met targets and aligned activities.
- Served as the primary client contact for Quality-related requests and concerns.
- Prepared and delivered presentations for business reviews.
- Reviewed and provided feedback on QA-audited emails.
- Generated and shared Quality reports within deadlines.
- Participated in internal and external client calibration sessions.
- Engaged with client counterparts for daily operations.
- Conducted root cause analysis for escalations and performance dips.
- Collaborated with teams to achieve client-set qualitative targets.
- Facilitated brainstorming sessions for process and efficiency improvements.
- Managed transitions for new process alignments.
- Conducted weekly team reviews to assess performance.
- Traveled to various locations to evaluate QA performance.
- Analyzed and reported on resolution and quality score gaps.
- Provided Training Need Inputs to the training team.
- Participated in rebuttal discussions.
- Scheduled weekly Quality Governance calls with clients to discuss performance and compliance.
- Introduced Business Impact Analysis audits, earning client appreciation for reducing repeats.
Quality Analyst
Intelenet Global Services Pvt. Ltd (Tele Performance)
01.2014 - 01.2016
- Conducted audits and provided feedback on emails.
- Reviewed emails audited by support staff for accuracy.
- Submitted rebuttals for external audit findings.
- Engaged in internal and external calibration sessions with clients.
- Updated processes and briefed floor associates on changes.
- Delivered refresher training to floor associates.
- Conducted dip-checks to ensure awareness of process updates.
- Maintained regular interaction with client counterparts for daily operations.
- Performed root cause analysis using the 5 Whys method for escalations and performance dips.
- Assessed Gauge Repeatability and Reproducibility (GRR).
- Collaborated with teams to meet client-set qualitative targets.
- Conducted quality sessions and certifications for new hires.
- Audited returns to ensure compliance and Zero Tolerance.
Quality Analyst
Hinduja Global Solutions
01.2013 - 01.2014
- Reviewed and provided feedback on emails for quality assurance.
- Submitted responses to external audit findings.
- Participated in internal and external calibration sessions with clients.
- Informed associates of process updates and conducted briefings.
- Delivered refresher training sessions to associates.
- Conducted dip-checks to assess awareness of process updates.
- Communicated regularly with client counterparts about operational activities.
- Investigated root causes of escalations.
- Collaborated with teams to achieve client-set qualitative targets.
- Conducted quality training sessions and certifications for new hires.
- Audited waivers to ensure compliance and adherence to zero tolerance policies.
Customer Support Executive
Hinduja Global Solutions
01.2012 - 01.2013
- Verified customer details and provided information following established processes.
- Delivered accurate information to customers per product and process guidelines.
- Monitored productivity, schedule adherence, and other relevant metrics.
- Managed customer calls and emails to address inquiries, concerns, and requests.
Education
BCom - Graduate Commerce
Mangalore University
07-2012
Skills
- Teamwork and collaboration
- Problem-solving
- Time management
- Decision-making
- Analytical thinking
- Quality assurance
- Team collaboration
- Process improvement
- Compliance monitoring
- Project management
- Operations management
- Workforce planning
- Standard operating procedures
- Operational efficiency
Languages
English
Hindi
Kannada
Coorgi
Hobbies and Interests
Traveling, Gardening, Blogging, Playing sports
Timeline
Assistant Manager - Operations
ReSource Pro
01.2023 - Current
Assistant Manager - Process Excellence
Flipkart Internet Pvt. Ltd
01.2020 - 01.2023
Assistant Manager - Quality
SLK
01.2019 - 01.2020
Team Lead – Process Excellence
Flipkart Internet Pvt. Ltd
01.2018 - 01.2019
Assistant Manager - Quality
Intelenet Global Services Pvt. Ltd
01.2018 - 01.2018
Team Leader - Quality
Intelenet Global Services Pvt. Ltd
01.2016 - 01.2018
Quality Analyst
Intelenet Global Services Pvt. Ltd (Tele Performance)
01.2014 - 01.2016
Quality Analyst
Hinduja Global Solutions
01.2013 - 01.2014
Customer Support Executive
Hinduja Global Solutions
01.2012 - 01.2013
BCom - Graduate Commerce
Mangalore University