Mounika B
Malkajgiri
Summary
Forward-thinking professional with proven history of leadership, planning and problem solving. Adept collaboration with professional to accomplish demanding objectives, motivate staff, and organize resources. Systematic understanding of maintaining coverage for all operational needs.
Overview
9
9
years of professional experience
Work History
Associate Manager-SD
Sutherland Global Services
Hyderbad
06.2024 - Current
- Monitored customer complaints and provided timely solutions to improve customer experience, without breaching SLA.
- Evaluating individual improvement areas and providing critical feedback to associates on improvement, and achieving higher customer satisfaction metrics.
- Conducted regular performance reviews with direct reports, sharing positive feedback on a daily basis, and preparing weekly and monthly performance KPI data, along with attrition management by analyzing the RAG report.
- Performance management: Planned and delivered training sessions to improve employee effectiveness, and address areas of weakness.
- Produced thorough, accurate and timely reports of project activities.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Managed the team, attrition, and shrinkage. Attendance corrections on a weekly basis.
- Analyzing and monitoring the real-time adherence of the team members. Handling a team of 25 associates.
Operations Team Manager
Tech Mahindra Pvt. Ltd.
Hyderbad
02.2019 - 06.2024
- Worked for the Uber process with a team size of 20 to 25 associates, analyzing and monitoring the real-time adherence of the team members.
- Monitoring the entire function process, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction levels.
- AHT management, analyzing the rag report, and maintaining attrition, shrinkage, and attendance approvals.
- Reviewing annual performances.
- Worked on Salesforce Lightning, circulating the quality scores within the team.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Measured and reviewed performance via KPIs and metrics.
- Prepared staff work schedules and assigned team members to specific duties.
- BQ Management.
- Analyzed customer feedback data to identify areas of improvement in operations.
Senior Process Associate (SME- Subject Matter Expert)
[24]7.ai Pvt. Ltd.
Hyderbad
11.2015 - 01.2019
- Worked with a team of 20 associates as an SME, and point of contact for the team, assigning the working tickets.
- Worked on process improvement by analyzing the blockers in the ticketing process.
- Training and onboarding the associates in the process, and supporting them in their queries.
- Preparing daily metric reports and sharing the insights with the team and management.
Education
B.Tech - ECE
Anurag College of Engineering
01.2015
Intermediate -
Narayana Junior College
01.2011
Secondary -
Frobel's garden High School
01.2009
Skills
- Recruiting and interviewing
- Verbal and written communication
- Customer rapport
- Operations management
Accomplishments
- Awarded as a best agent for 2017 year in whole AT&T process in 24[7]
- Actively participated in many cultural activities and won many prizes. Awarded best subject matter expert award.
Hobbies and Interests
- Listening Music
- Singing
Personal Information
- Father's Name: Mr. B Ravinder (Late)
- Date of Birth: 04/24/94
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Disclaimer
I hereby declare that all the details furnished above are true and correct to the best of my knowledge and belief.
Timeline
Associate Manager-SD
Sutherland Global Services
06.2024 - Current
Operations Team Manager
Tech Mahindra Pvt. Ltd.
02.2019 - 06.2024
Senior Process Associate (SME- Subject Matter Expert)
[24]7.ai Pvt. Ltd.
11.2015 - 01.2019
B.Tech - ECE
Anurag College of Engineering
Intermediate -
Narayana Junior College
Secondary -
Frobel's garden High School
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