Summary
Overview
Work History
Education
Skills
Initiativesandachievements
Disclaimer
Timeline
Generic

Nethravathi G

Summary

  • A drive to excel and gauge to take up responsible position in your company that nurtures talent and experience to utilize my skills and best my knowledge in achieving a common goal of the organization.
  • Working in Cognizant Technology Solutions as Assistant Team Leader since 24th Dec 21 till Date for Delta Airlines
  • Worked in Concentrix as SME since 19 Aug 2019 till 22 Dec 2021 for Adobe Retention
  • Worked in G7CR Technologies as Team Leader since Aug 17th 2017 till May 21st 2019
  • Worked in Standard Chartered (Scope International) since April 29th 2013 till Aug 2nd 2014 Senior Process Executive
  • Worked in Infosys since March 1st 2010 till Dec 4th 2012 as Senior Process Executive UK Process
  • Hardworking and determinant
  • Good communication skills
  • Can work efficiently in a team as well as individually
  • Self motivator

Overview

15
15
years of professional experience

Work History

Team Leader

Cognizant Technology Solutions
Bangalore
12.2021 - Current
  • Performed rebooking and ticketing operations for airline booking.
  • Supervising and supporting the team with the aim of achieving optimal passenger satisfaction and consistent service levels.
  • Managed a team of 25 call center representatives, providing ongoing training and support to improve performance and achieve team goals.
  • Setting expectations within the team to drive the numbers and to achieve the targets.
  • Ensure team productivity levels are achieved as per the targets set.
  • Conduct internal audits to identify process gaps and recommend improvements.
  • Involved in client calibration with QC to ensure effective business delivery is achieved.
  • Provide the leadership with support with reports, PPTs, process improvements, and overall reduction in errors.
  • Provide process updates to team, take a lead in daily Team Huddle, and related MOMs.
  • Identify training needs of team members and provide coaching support.
  • Provided guidance to team members on various aspects of their job roles.
  • Organized and facilitated regular meetings with the team to discuss progress and plan future activities.

Assistant Team Leader

Concentrix
08.2019 - 12.2021
  • Company Overview: Retention specialist Adobe
  • Performed all duties to provide customer satisfaction and retain the customer
  • Mentoring new joinees and provided assistance for International voice US voice process
  • Customer retention and driving CSAT scores
  • Identify customer issues and provide solutions that meets customer needs
  • Addressed all customer inquiries including upselling of services
  • Assisting team and new joiners ensuring quality is met
  • Achieving the retention target
  • Played a major role in achieving 100% productivity
  • Retention specialist Adobe

Team Leader

G7CR Technologies
08.2017 - 05.2019
  • Company Overview: Upselling and revenue - Airtel
  • Driving the continuous performance improvement of the sales cross-selling team.
  • Preparing reports with a view to monitor the performance and efficiency of team members.
  • Monitoring and providing feedback and coaching of team members as per quality standards.
  • Ensure timely handling of all cases received, within customer communicated TAT.
  • Preparing weekly and monthly reports on team performance, preparing roster for the team on a weekly basis.
  • Upselling and revenue - Airtel.

Senior Process Analyst

Standard Chartered (Scope International)
04.2013 - 08.2014
  • Company Overview: Credits Card Banking Process
  • Handling Queries and Complaints from Customer calls quickly and Effectively
  • Ensure Timely handling of all cases received, within customer communicated TAT
  • Assisting customers concern on credit card transactions
  • Mentoring new joiners
  • Credits Card Banking Process

Senior Process Analyst

Infosys
03.2010 - 12.2012
  • Company Overview: UK Process
  • Provided services for British Telecomm Process for UK client
  • Assisting onshore engineers on routing-related queries.
  • Played a major role in achieving 100% productivity
  • Publishing weekly and monthly newsletter of team with team performance and new process updates
  • Involved in internal quality audits for new advisors

Education

Bachelor of Engineering - Electronics and Communication Engineering

Visvesvaraya Technological University (VTU)

Skills

  • Hardworking and determinant
  • Good communication skills
  • Can work efficiently in a team, as well as individually
  • Self-motivator
  • Training and mentoring
  • Time Management
  • Team Leadership
  • Team building
  • Performance Management
  • Decision-Making
  • Process Improvement
  • Continuous Improvement
  • Delta Term Tool
  • SQL knowledge
  • Certification on Amadeus
  • Manual Testing

Initiativesandachievements

  • Received 'Star of the Month' Award for Handling Complete Transition of the process Maintaining daily, weekly and monthly team reports
  • Won the Team Extra-Miler award.
  • Received appreciations from the client for 100% quality
  • Publishing EWI Tracker of team, conducting Fun Friday and Team building Activities for team

Disclaimer

I hereby declare that the above said information is true and correct to the best of my knowledge and belief.

Timeline

Team Leader

Cognizant Technology Solutions
12.2021 - Current

Assistant Team Leader

Concentrix
08.2019 - 12.2021

Team Leader

G7CR Technologies
08.2017 - 05.2019

Senior Process Analyst

Standard Chartered (Scope International)
04.2013 - 08.2014

Senior Process Analyst

Infosys
03.2010 - 12.2012

Bachelor of Engineering - Electronics and Communication Engineering

Visvesvaraya Technological University (VTU)

Similar Profiles

CREATE PROFILE
Nethravathi G