NIDESH NAMBOODIRY
Miyapur, Hyderabad
Summary
ABOUT ME: A Business focused individual with over 10+ years of experience working in BPO & Technical environment, Dealing with a diverse client base. Effective liaison to key clients, accounts and external business Stakeholders. Demonstrated ability to streamline processes for efficiency and productivity. Extensive Knowledge of Localization industry, content Review, call center metrics, operations from workforce management, HR/ERM, Quality with experience in voice and non-voice businesses.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Senior Associate
WIPRO Pvt. Ltd, atWIPRO Pvt. Ltd
Kolkata
09.2013 - 02.2015
- Taking inbound calls of residential customers of BT
- Resolving the issues of customer real time (BT.COM, Mail configuration, Wi-Fi
- Connectivity, Router Configuration)
- Repairing the issues such as PSTN, Broadband, BT TV, BT Sports, Premium mail,
- BT Wi-Fi.
Associate
BT PLC INDIA PVT LTD
Kolkata
02.2015 - 07.2016
- Proactive investigation and fixing the orders of PSTN, Broadband, BT TV and BT
- Sport
- Resolving the billing and technical issues of PSTN, Broadband, BT TV and BT
- Sport, BT Wi-Fi
- Chasing the ABS and UTEXT of the team.
Subject Matter Expert
BT PLC INDIA PVT LTD
kolkata
07.2016 - 07.2017
- Handling Escalations for Business Clients
- Managing Team performance, SLA of the Team and work allocation
- People Management and process improvement
- RCA on performance of the team
- Sending and managing weekly and monthly reports.
Subject Matter Expert
CONCENTRIX DAKSH INDIA PVT LTD
hyderabad
11.2017 - 06.2019
- Responsible for meeting all agreed client SLA's and performance parameters
- Firming of quality Parameters and Targets for each process
- Identify training needs of quality teams and accordingly impart training to the team members
- Identify areas of concern and under performance and take corrective action
- Foster team development by motivating the team members and ensuring career planning and up skill
- Be the single point of contact with the team and the senior management; effective communication on key deliverables
- Ensure quality reporting and work with operations to build highly effective measurement and reward
- System based on data
- Periodically interact with the middle and senior management of client companies
- Develop strong interpersonal relationships with team members.
Assistant Manager
CONCENTRIX DAKSH INDIA PVT LTD
12.2019 - 05.2021
- Handling a LOB with Team of 35 associates in a YouTube (Google) Process associated with Content
- Review (Video Reviewing)
- Responsible for People Management and Project Management
- Responsible for
- Performance
- Management of the team and to ensure it meets the target
- Hosting WBR, Floor Support and Performing quality Audits along with hosting weekly quality calibrations with clients
- Helping on the boarding team in Hiring and conducting operations round
- Responsible for ensuring CWT is not missed and delegate the task accordingly
- Preparing rosters for the team and ensuring that expected HC is scheduled and maintaining the team's database
- Daily connect with the team to understand the challenges and update dissemination
- Worked for Performance improvement plan of the LOBs
- Conducting different kinds of sessions for quality improvement (Calibration session, Refresher sessions,
- Quality session, Team Huddle)
- Supporting Team Real time while working and reviewing the content along with preparing Training Plan,
- Overtime and work allocation
- Publishing different kinds of report (Production & Utilization Report,
- Performance Report, Attendance &
- Shrinkage Reports, Daily, weekly and Monthly Reports, MOM Report)
- Handling and Meeting Service level of the queue
- Weekly Meeting with clients for process and product improvement Trained in different LOBs (Trending, Minor, Graphic, Hate, Violent Extreme, Flagged, Live stream content) Subject Matter Expert
Senior Project Coordinator
VACO ENTERPRISE LLP
Hyderabad
05.2021 - Current
- Provide leadership and mentorship for the project management team
- Build a robust resource capacity plan for the project management team
- Maintain oversight on core KPIs for the team (cost, timelines and quality of project deliverables),
- Provide thought leadership by identifying areas for growth and improvement to scale the business, including new areas of focus and process optimizations
- Use your strong knowledge of the media globalization space to review and improve business workflows,
- Manage the workflow of incoming material submissions of pertinent materials in relation to titles and evaluate incoming submissions in proprietary client systems
- Act as the liaison with various departments and production partners to coordinate information sharing and address incoming and outgoing requests
- Meticulously maintain calendaring of all key dates and deadlines related to titles, including tracking resubmissions and schedules
- Cross-check and assist the internal creative-related tasks
- Evaluate and provide coverage of incoming assigned material
- Being cross trained under 2 different verticals (EMEA, APAC & INDIA, ANZ)
- Successfully launched 50+ LLO Titles in both the verticals
- Piloted the EMEA Walter slate
- Headed the India slate and set up a benchmark over expectation and being appreciated by the PJMs at work
- Trained/ provided shadow sessions to 8 CPC for 2 different verticals
- Prepared different training materials for individual CPC within Vaco
- Headed with the successful idea of Brainstorming session to be conducted for ideas and innovation
- Spoc for conducting the Brainstorming session APAC/EMEA Location
- Spoc for Assignment of tickets to the right CPC in my shift
- Prepared a linguist/vendor distribution tracker specific to the titles and is being used across APAC/EMEA LLO verticals tagged under Vaco Master sheet
- Identified a feature of granting access to linguist/vendor of KNP/Terminology tool without reopening the task in DTT/SR in overflow and was appreciated by the PJMs, colleague and lead/Managers
- Shared the idea of discussing internal & External escalations in the huddles for awareness
- Identified tool feature: Out of office in Zendesk, Backlot notification at different stages, Incident reporting in zendesk tool
- Working on 2 more ideas with management: 1
- Creating a different pool for Redelivery request 2
- Loc QC task not to be assigned to same vendor for efficient quality
Education
Bachelor - Computer Application
Teams Colleage
Kerala 05.2008 - 04.2011
INTERMIDIATE - INTERMIDIATE
SRKGVMHSS
KERALA, India 05.2006 - 05.2008
High School Diploma -
CAMBRIDGE SCHOOL
ODISHA, INDIA 05.2005 - 05.2006
Skills
Business development
Written and verbal communication skills
Data collection and analysisManagement information systems
Project developmentForecastingCommunicationsSupervisionMentoring skillsLogistics ManagementTeam managementTeam buildingCustomer serviceOperational improvementComputer ProficiencyMicrosoftWindowsMACLinuxBasicVisual BasicC/CHTMLJavaHTTPLAN/WLANLaptop/DesktopWANMemory DevicesVPNPrivate and PublicStorage PrinterPractice management
Patient evaluation
Result interpretation
Budgeting
Additional Information
- Awards & Honors , Being Awarded as the Top Performer across PAN INDIA in 2016 (BT PLC LTD)
- Being Awarded as TOP GUN in 2017 (Concentrix)
- Being Awarded as Call beyond Duty in 2018 (Concentrix)
- Being Awarded as OPS Champion in 2018, 2019, 2020 (Concentrix)
- Being Awarded as Fanatical contributor 2019, 2020 (Concentrix)
- Being Awarded as Cultural catalyst in 2020 (Concentrix)
- Being Awarded as Unsung Hero in 2020 (Concentrix)
- Extra-Curricular Activities , Won prizes in essay, debate & Sports competitions in school level, College level and National level
- Was a part of the Inter-state Basketball Tournament Championship.
- Won Sahara Scholarship Award in NCC and attained state and national level camp.
Timeline
Senior Project Coordinator
VACO ENTERPRISE LLP
05.2021 - Current
Assistant Manager
CONCENTRIX DAKSH INDIA PVT LTD
12.2019 - 05.2021
Subject Matter Expert
CONCENTRIX DAKSH INDIA PVT LTD
11.2017 - 06.2019
Subject Matter Expert
BT PLC INDIA PVT LTD
07.2016 - 07.2017
Associate
BT PLC INDIA PVT LTD
02.2015 - 07.2016
Senior Associate
WIPRO Pvt. Ltd, atWIPRO Pvt. Ltd
09.2013 - 02.2015
Bachelor - Computer Application
Teams Colleage
05.2008 - 04.2011
INTERMIDIATE - INTERMIDIATE
SRKGVMHSS
05.2006 - 05.2008
High School Diploma -
CAMBRIDGE SCHOOL
05.2005 - 05.2006