Niharika Rachakonda
Hyderabad
Summary
I have over 9.5 years of work experience with customer service, business operations, data analysis, front end customer interaction stakeholder engagement. Seeking a challenging position in the field where these skills will add similar or greater value, help me enhance my skills professionally.
Overview
9
9
years of professional experience
Work History
Team Leader
Genpact India Pvt Ltd
06.2017 - Current
- Managing a team of 30 people, working on content moderation. Supports in the preparation of WBR and MBR and also attends regular calls with stakeholders and client to discuss on business deliverables.
- Role & Responsibilities:
- Handling a team of 30, making sure the deliverables are met on daily weekly and monthly basis
- Ensuring the team’s attendance is updated without any miss
- Conducting daily team huddles to make sure all the basics are followed and daily metric's are being met by everyone
- Auditing the cases as per the business requirement and providing the insights which helps in process improvement
- Main POC for data related to process, updating on daily basis and reviewing the metrics and making the capacity planning for the coming weeks along with the stakeholders based on the inflow
- Conducting effective one on one’s with the team members to discuss their performance, understand the challenges and helping them with the available opportunities
- POC for Engagement activities for entire process and sharing timely flyers to make sure there is active participation
- Capturing RCA and identify opportunities for improvement towards P0s (Defects)
- Active participation in WBR’s and MBR’s with the client
Quality Analyst
Genpact India Pvt Ltd
04.2020 - 05.2021
- Auditing the tasks performed by the teams and sharing timely feedbacks and conducting regular refreshers on the updates. Also, had weekly discussions with stakeholders to make sure everyone are adhering to the policies and guidelines given by the client.
- Role & Responsibilities:
- Performing audits on daily basis with the help of internal tools and identifying the opportunities
- Conducted refreshers on timely basis on the errors identified to bridge the gap
- Sending flyers on the updates to make sure none of them miss on those updates
- Headed weekly calls with cross functional teams to provide the progress of the program and discuss key areas of focus
- Work with clients on any adhoc request for data, insights and provide a detailed analysis with findings
- Audited team’s work and provide feedback
- Analyzed the data in a timely fashion to reduce defect rate
- On boarded new hires, fostered training and early production stage
- Mentored new hires on performance during ramp phase
- Host daily meetings with the team to establish short term goals
Process Developer
Genpact India Pvt Ltd
08.2019 - 03.2020
- Worked closely with the escalations team, ensuring all the user accounts are investigated thoroughly and queries are resolved on time.
- Also, worked as Subject Matter Expert for the team and Mentor for new hire batches.
- Role & Responsibilities:
- Performing investigation on tasks with 100% accuracy, adhering to the guidelines
- Documented team statistics on a daily, weekly and monthly basis
- Evaluate key performance attributes in the process and suggest improvements for continuous development of the process
- Maintain team’s performance metrics and update it timely
- POC for all the data related to team’s performance and metrics consistently without missing on my deliverables
- Subject Matter Expert (Training):
- Trained new hire batches on end-to-end process and successfully transitioned to production teams
- Mentored new joiners and helped them ramp up during initial production phase
- Review the work, provide timely feedback and coach new hires as and when needed
- Partnered with training management to revamp and update existing training modules, build new modules
- Prepared training documents for new hires, test cases and exercises.
- Publish daily and weekly reports with the feedback and analysis of their performance.
Process Associate
Genpact India Pvt Ltd
11.2017 - 07.2019
- Joined as an associate, working for a reputed client.
- Worked for Google Ad Words under Non Voice process and was able to handle more that 30 calls and was able to resolve the customer queries.
- Investigate and resolve issues related from customers.
- Investigating and reporting any fraudulent activity on the customer’s account while forwarding it to the escalations team for further investigation.
- One of the top performers of the team, maintaining consistency in quality and supporting the team as and when required.
- Managed time efficiently in order to complete all tasks within deadlines.
- Resolved problems, improved operations, and provided exceptional service.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Bachelors of Technology - Computer Science & Engineering
CMR Institute Of Technology
Kandlakoya, MedchalCBSE -
Bethany Academy
Old Alwal, SecbadIntermediate -
Sri Chaitanya Junior Kalashala
Hyderabad01-2011
Skills
- Data Analysis
- Reporting
- Root Cause Analysis
- Customer Service
- Documentation
- Team Management
- Stakeholder Management
- Operating Systems : Windows, Ubuntu
- Tools : MS Excel, Power Point, Word, Google sheets
Accomplishments
- Won ‘Star Performer Award’ for delivering out-performing results and raising the bar.
- Won ‘Silver Award’ for exceptional performance for the quarter.
Languages
English
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Declaration
I hereby declare that all the information I have furnished above is/are true and correct. Place: Hyderabad (Niharika R)
Timeline
Quality Analyst
Genpact India Pvt Ltd
04.2020 - 05.2021
Process Developer
Genpact India Pvt Ltd
08.2019 - 03.2020
Process Associate
Genpact India Pvt Ltd
11.2017 - 07.2019
Team Leader
Genpact India Pvt Ltd
06.2017 - Current
Bachelors of Technology - Computer Science & Engineering
CMR Institute Of Technology
CBSE -
Bethany Academy
Intermediate -
Sri Chaitanya Junior Kalashala