Nidhi Luthra
Noida
Summary
Dynamic BPO Team Leader at NTT DATA with a proven track record in mentoring and coaching, driving team performance, and enhancing productivity. Expert in project management and client communication, I successfully managed a diverse team, achieving service level agreements while fostering a collaborative environment. Committed to continuous process improvement and client service excellence.
Overview
9
9
years of professional experience
Work History
BPO - Team Leader
NTT DATA
Noida
06.2022 - Current
- Managing a team of 25 associates (India and the US) for healthcare claims processing.
- Set performance expectations, and monitor progress toward goals, providing constructive feedback.
- Implementation of efficient work processes to enhance team productivity and regularly reviewed performance metrics.
- Delegate responsibilities based on individual strengths to empower team members.
- Coordinate resources to meet project deadlines and achieve desired results.
- Maintain project trackers, and share updates with leadership.
- Evaluate staff performance, providing coaching to address inefficiencies.
- Handle client escalations, and communicate root cause analyses periodically.
- Manage the claims inventory for the entire project, and focus on TAT SLAs.
- Facilitated regular team meetings to discuss project status and address challenges.
- Developed training materials for onboarding new team members effectively.
- Maintained a positive work environment that promoted collaboration between team members.
- Conducted regular performance reviews to assess individual team member progress.
SDS Associate
Amazon
09.2020 - 05.2022
- Assisting the North American customers with their queries about their Amazon orders.
- Identified needs of customers promptly and efficiently.
- Focus on CSAT, and make sure all quality targets are met.
- Ensured compliance with company safety regulations at all times while on the job.
- Managing communication between stakeholders, such as Delivery Associates and customers, and providing process improvement suggestions.
- Worked on the performance reports of the team
Process Advisor
iEnergizer IT services Pvt. Ltd.
11.2016 - 03.2018
- Assisting the customers with all kinds of international accommodation requirements e.g., Hotel bookings, discounts on bookings, etc.
- Contacting hotels to enquire early check ins, extra capacity of rooms and other facilities available.
- Keeping in depth knowledge of all popular products, destination and pushing for their sale.
- Build sustainable relationships and engage customers by taking the extra mile.
- Maintain and share the daily report of KRAs.
- Achieve the targets on monthly basis.
Education
MBA -
IIM K
Kozhikode04-2027
Bachelor of Arts -
Delhi University
Delhi04.2018
10+2 -
Arunodaya Public School
Preet Vihar04.2015
10th -
Arunodaya Public School
Preet Vihar04.2013
Skills
- Mentoring and coaching
- Client service excellence
- Quality assurance
- People leadership
- Project management
- Process improvement
- Service level agreements
- Client communication
- Teamwork and collaboration
- Task delegation
- Inventory management
Languages
- English
- Hindi
Disclaimer
I hereby declare that above mentioned information is true and correct to my best knowledge and belief.
Personal Information
- Date of Birth: 03/11/97
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Timeline
BPO - Team Leader
NTT DATA
06.2022 - Current
SDS Associate
Amazon
09.2020 - 05.2022
Process Advisor
iEnergizer IT services Pvt. Ltd.
11.2016 - 03.2018
MBA -
IIM K
Bachelor of Arts -
Delhi University
10+2 -
Arunodaya Public School
10th -
Arunodaya Public School