Nimmalagadda Sravani
Bengaluru
Summary
Experienced Corporate Communications Trainer in Operations and Customer Service Management with over 10 years of expertise in leadership, soft skills development, performance management, and process improvement. Proven track record in driving organizational growth and enhancing service delivery across diverse sectors. Seeking to leverage my skills in Learning and Development, Human Resource Operations, Strategic planning, and Operational excellence in a dynamic and progressive organization. Adept at developing high-performing teams, implementing efficient processes, and achieving customer satisfaction. Committed to contributing towards organizational success through innovative solutions and a results-driven approach.
Overview
11
11
years of professional experience
Work History
Corporate Communications Trainer/ Manager (Voice and NonVoice)
Tata Consultancy Services (TCS)
Bangalore
08.2023 - Current
- Deliver comprehensive culture and communication training programs, including Voice and Accent, soft skills, Leadership, behavioral training, and international US-based communication training
- Perform voice and accent audits on the floor based on communication standards
- Design and develop customized training curriculums based on client needs for various topics
- Facilitate client meetings, deliver program introductions, and maintain client relationships by discussing KRAs, KPIs, and quality needs with focal persons for quality assurance and training needs
- Conduct technical round interviews for Human Resource Outsourcing (HRO) functions at Boeing and participate in HRO recruitment drives for roles such as helpdesk and transformation leads
- Oversee written assessments as the third round of interviews followed by evaluations and selection process
- Provide ongoing training refreshers for associates currently in production
- Develop templates and communication-related content to enhance processes through Standard Operating Procedures (SOPs)
- Handle and process advanced issues using system knowledge and expertise
- Maintain records to deliver performance management actions, identifying will and skill issues
- Manage and update in-house training and audit trackers, and Learning Management System (LMS) related learning solutions
- Ensure proper deployment of learning content based on client needs
- Provide administrative and consultative support to operations leads and recruitment, including uploading and managing learning objectives in the LMS
- Advise Tower leads and Business Development Managers on upskilling modules and skillsets, and manage/enforce learning standards, best practices, policies, and procedures for operational tasks and customer service
- Handle queries as an internal L&D expert and escalation point, resolving customer/employee/client-related Dsat and Csat issues, often collaborating with MIS POC when necessary
- Implement and execute complex system tools based on agreed processes and procedures (e.g., assignments, learning journeys, curricula, defining target groups, uploading learning materials)
- Proactively propose and implement process improvements and technical procedure enhancements in alignment with relevant stakeholders
- Standardize processes and procedures where possible (e.g., defining templates, custom emails, maintaining and optimizing FAQ support pages).
MHLS Team Manager - DLS (Voice Process)
Amazon Development Centre (India) Private Limited
Hyderabad
07.2022 - 07.2023
- Led and developed a team of 20-30 associates; responsible for the overall performance management, coordination, and evaluation of the team
- Developing and achieving performance goals and objectives in line with the network-wide vision and goals
- Carrying out supervisory responsibilities in accordance with Amazonʼs policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution
- Mentoring new managers as well as employees with high growth potential
- Primary owner of functional responsibilities that impact overall site: Performance Related Pay and Reimbursements are two examples
- Communicating policies to associates as the primary information source for associates
- Ensuring compliance and consistency; corrective action and documentation
- Management of SLAs (Service Level Agreements), quality, and customer experience
- Troubleshoot issues relating to processes affecting the SLAs compliance
- Responsible for the quality and productivity of the assigned team
- Developing and achieving performance goals and objectives
- Identifying customer issues, building and implementing solutions to include process improvements
- Identified Relevant KPIs like average call handling time (AHT), first call resolution rate (FCR), customer satisfaction scores (CSat), call quality, Schedule Adherence, and SLA requirements
- Set Clear and Attainable Targets (SMART Goals to ensure that the targets are challenging yet realistic and aligned with organizational goals
- Regularly discuss the KPIs and their significance WoW, track performance via 1:1ʼs Quality discussions, team huddles, and how their performance contributes to the team's success
- Deliver catered training, coaching, and resources to help my team members improve their performance and achieve the desired KPI targets
- Identified skill gaps and provided refresher training to eradicate process gaps
- Conducted regular performance reviews with the bottom quartiles to provide feedback on their performance, discuss their progress toward KPI targets, and identify any areas for improvement
- Offer constructive feedback, recognize, and reward individuals who consistently meet or exceed their KPIs
- Created a positive and supportive team culture that involved peer support, sharing knowledge, and continuous improvement sessions
- Participated in identifying process gaps and created GEMBA SIM tickets for process re-engineering which in turn helped enhance customer experience, and optimize performance
- Sought feedback from team members and encouraged them in decision-making processes to foster a safe workplace of continuous improvement.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible.
- Developed and implemented strategies to improve team performance.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
- Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
- Resolved conflicts between team members in a timely manner to maintain harmony within the team.
- Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
- Maintained accurate records of personnel files including payroll information; updated employee records upon changes in status or position.
ERC DLS Associate (Voice Process)
Amazon Development Centre (India) Private Limited
Hyderabad
09.2021 - 06.2022
- Worked as an HR Associate II for US Employees to support with queries related to Leave of Absence or Accommodations like Leave options, payroll, Status updates, disability benefits, attendance/ tardiness issues, work restrictions, documentation requirements, etc.
- Monitored client progress towards meeting deadlines set forth in engagement agreements.
- Analyzed data using advanced Excel formulas for financial statement review purposes.
- Maintained current knowledge of relevant regulations and guidelines from the Financial Accounting Standards Board, Securities Exchange Commission.
- Prepared detailed reports on client activities, including budgeting, forecasting, and variance analysis.
- Advised senior management regarding compliance with established policies and procedures.
- Created process documentation for new procedures related to ERC Senior Associate duties.
- Provided guidance on technical accounting issues related to revenue recognition, stock-based compensation, leases, income taxes.
- Developed strategies for improving operational efficiencies within existing processes.
- Performed quality assurance reviews on work completed by junior staff members.
- Managed a portfolio of clients by providing advice on best practices and recommending solutions when needed.
- Established key performance indicators for tracking progress towards goals.
- Identified potential areas of improvement or risk within client accounts and communicated findings to management team.
- Assisted in training new hires on proper techniques used during financial statement audits.
- Coordinated with various departments within the organization to ensure accuracy of information presented.
- Facilitated new hire orientations, processed transfers and managed employee separations.
Process Lead - BPO (Voice Process)
Mouri Tech Pvt Ltd
Visakhapatnam
03.2021 - 07.2021
- Monitored a team of 24 Individual Contributors
- Necessitated process reengineering by upgrading procedures and Scripts within intranet
- Evaluate Quality scores and provide constructive feedback
- Worked on minimizing SLA deadlines
- Worked on MIS to generate reports
- Implemented Employee Engagement sessions
- Organized R&R Events on Site
- Monitored COVID vaccinations for employees and as a CSR Activity
- Partook in Quality Calibration sessions.
- Conducted regular audits to ensure compliance with industry standards.
- Maintained up-to-date documentation on all aspects of assigned processes.
- Ensured compliance with applicable laws and regulations related to processes within the organization's scope of work.
- Prepared presentations summarizing proposed changes or recommendations to senior management team members.
- Tracked progress against project timelines and communicated updates as needed.
- Provided support in resolving escalated customer inquiries related to processes.
- Conducted research on best practices in order to develop innovative solutions for process optimization.
- Assisted in creating training materials for employees regarding new or revised processes.
- Identified process improvement opportunities by analyzing existing processes and developing new solutions.
- Created detailed reports summarizing key findings from analysis activities.
- Monitored performance of processes to ensure they are meeting the established standards and goals.
- Facilitated cross-functional meetings to discuss current process status and future objectives.
- Developed and implemented process related projects, initiatives and programs to improve operational efficiency.
- Collaborated with stakeholders across the organization to identify potential process improvements.
- Analyzed data from various sources such as customer feedback surveys, internal reports. to identify areas of improvement.
- Communicated with planners and employees to develop detailed production schedule.
- Ensured all process documentation was up to date and compliant with industry standards.
Voice and Accent/ English Trainer
Tech Mahindra Smart Center - Nirmaan Organization
Visakhapatnam
04.2019 - 03.2021
- Promoted as the Lead for Fund Raising Department in Nirmaan Organization for Andhra Pradesh
- I have worked as a Domain Trainer in Nirmaan Organization and got promoted as an English Trainer
- Played the role of a Placement officer for 4 months as I have been given cross functional training to suffice the need of the position
- Acted as a Master Trainer and provided many TOTs for employees of various MNCs in Grammar and Soft Skills through Nirmaan Organization
- I have delivered a 4 weeks Process Knowledge training session for WNS Global Services through Tech Mahindra Smart Center
- I have experience in creating reports, MOUs, Indents for office Management, etc
- Designed various curriculums for Office Administration, Customer Service Management, Team work Assessment, Management, Accent Training
- I have played the role of a master trainer for trainers of Nirmaan Organization for the above designed curriculums
- Have extensive experience with making presentations, giving assessments and identifying soft skills training needs
- Performed administrative duties involving student files and progress tracking
- Trained students in different sectors of call centers on Customer credibility, customer satisfaction and delight, Employees - Face of the company and other such aspects
- Taught soft skills (interviewing, communication, money management, job application completion, and computer skills) to classes of 20 - 60 trainees
- Held and monitored class discussions on how these skills apply to everyday life
- Lead interactive activities that simplify the meaning of these skills
- Followed curriculum to create weekly lesson plans and evaluated student job readiness
- Assisted trainees in finding and maintaining employment.
- Evaluated student progress through periodic assessments and tests.
- Collaborated with colleagues to exchange ideas about effective teaching strategies.
- Facilitated conversations between native speakers of English and non-native speakers of English.
- Incorporated cultural elements into lessons to increase engagement with the material.
- Conducted assessments of student progress through quizzes, tests and other assessment tools.
- Created lesson plans that incorporated interactive activities to engage students.
- Assisted students with developing their speaking, reading, writing, listening skills in English language.
- Utilized technology such as video conferencing, online forums, and multimedia materials in teaching sessions.
Senior Representative Skip Collections (Voice Process)
Synchrony Financial
Hyderabad
09.2016 - 09.2018
- Researched and corrected erroneous payment postings Managed over 200 outbound calls per day
- Assessed delinquent accounts for possible collection actions
- Provided exceptional customer service to all clients
- Reviewed collection reports determining the status of collections and amounts of outstanding balances
- Resolved complex customer issues while negotiating immediate or extended payment arrangements Instructed skip tracing techniques on customers utilizing credit bureaus i.e., EQUIFAX, LEXIS NEXIS, TRANSUNION
- Handle the tasks of providing outstanding customer service by responding to requests and inquiries of customers
- Responsible for processing customer requests, making sales referrals, and solving complex issues.
- Represented the organization at conferences and trade shows.
- Acted as an escalation point for complex issues requiring additional resources or expertise.
- Collaborated with cross-functional teams to develop innovative solutions to common problems.
- Implemented process improvements based on data analysis findings.
- Administered surveys to measure customer satisfaction levels.
- Ensured compliance with industry regulations regarding customer service standards.
- Mentored junior staff members in providing excellent customer service.
- Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
Customer Service Executive
HSBC Pvt Ltd.
Visakhapatnam
08.2013 - 08.2016
- Fraud Analysis and Dispute Management: Credit, Debit Card Frauds & Disputes and Anti Money Laundering cases resolving problems in a timely manner
- Identification of Fraudulent transactions, Fraud, and Dispute case analysis
- Performed analysis of possible takeover, internet, phone, change of address fraudulent changes on Credit and Debit card accounts
- Analyzed any related accounts for a possible trend of fraudulent activity to set up a case that would be sent over to the Investigations team for prosecution
- Advised call center managers of any new fraudulent techniques in social engineering used by fraudsters
- Fulfilled requests by clarifying desired information; completing transactions; forwarding requests
- Maintained call center database by feeding information to live tools
- Operational support for all partner-related inquiries Other duties as assigned
- Evaluated workplaces to assess needed personality traits and skills to make the organization work better.
Education
B. Com - Customer Service Management
Andhra University
Visakhapatnam, Andhra Pradesh 08-2016
MBA - Human Resources Management
Andhra University
Visakhapatnam Intermediate- MPC - MPC
Gayatri Vidya Parishad Jr. College
Visakhapatnam 03-2013
Board of Secondary Education -
Nalanda Talent School
Visakhapatnam 05-2011
Skills
- Verbal and Written communication skills
- HRO - Employee Data Management
- HRO - Learning and Development
- Business Continuity Management
- HRO - Recruitment and Staffing
- Coaching/ Feedback Mechanism
- Interpersonal abilities
- Content Development
- Talent Acquisition
- Managing Agent Metrics
- ITIL: Service operations
- Growth and Transformation
- Team Management
- Classroom Enagement
- Rapport Building
- Report Generation
- Shrinkage Management
- Attrition Management
- Monitoring and Coaching
- Microsoft Power Point
- Scheduled adherence
- CSat / CFA
- Monitoring KPIs affecting agent performance
- Customer Service
- AHT Management
- POA/ Documentation Management
- New Hire Orientation
- Contract Management
- Operations Management
- Policy Implementation
- Performance Management
- Cross-Functional Teamwork
- Schedule Preparation
- Cross-functional team management
- Performance Evaluations
- Lead Generation
- Verbal and written communication
- Staff Management
- Customer Relationship Management (CRM)
- Staff Training and Development
- Key Performance Indicators
- Complex Problem-Solving
- Negotiation
- Project Management
- Team Leadership
- Staff Development
Languages
English
First Language
Telugu
Proficient
C2
Hindi
Proficient
C2
Certifications
- Certified in PHR: Professional in Human Resources through LinkedIn Learnings.
- Certified in Public Speaking Foundations by Project Management Institute.
- Certified in Recruiting Foundations by HRCI: HR Certification Institute.
- Certified in Managing a Multigenerational Workforce by Project Management Institute.
- Certified in Teaching Civility in the Workplace by Project Management Institute.
- Certified in Confronting Bias: Thriving Across Our Diferences by NASBA: National Association of State Boards of Accountancy.
- Completed a certification in Inclusion in a Global Enterprise through SHRM: Society of Human Resource Management.
- Completed a course on Artificial intelligence #Generative Al through TCS Learning.
- Completed a course on Knowledge Management through TCS Learnings.
- Completed a course on LSS: Lean Six Sigma-Growth and transformation through TCS Learnings
- Completed a course on Professional Networking and Influence through Linkedln Learnings.
- Completed a 6 months course in Logistics and Supply Chain Management from Tech Mahindra SMART Academy for Logistics and Supply Chain Management.
- Completed an online course on Udemy called Radiate Confidence by Alex Fisher and received a certificate for the same.
- Completed a Business Communications Skills training session at Internshaala Trainings for which I have received a certificate.
- Participated in a 2 day Nirmaan National Skills Entrepreneurship Training Workshop held at Hyderabad of late for which I have been rewarded a certificate.
Achievements
- In my current role as a Culture and Communication Trainer, I have successfully integrated Lean Six Sigma methodologies to enhance the effectiveness and efficiency of our training programs. Here's how I have implemented these principles:
- Identifying lnefficiencies
- Streamlining Processes (Lean) Quality Improvement (Six Sigma)
- Continuous Improvement
- Results: Achieved a significant reduction in the time required to develop and deliver training programs, enhancing productivity.
- Improved trainee satisfaction scores and communication skills, leading to better performance and fewer errors on the floor.
- Enhanced the overall efficiency and effectiveness of the training department, contributing to organizational goals and client satisfaction.
- By applying Lean Six sigma principles, I have been able to deliver high-quality training programs more efficiently, ensuring continuous improvement and alignment with organizational objectives.
- Successfully implemented a comprehensive business continuity plan that minimized downtime and ensured seamless operations during a major system outage.
- Led a crisis management team that effectively managed and mitigated the impact of a 'Server Failure' ensuring no loss of critical business functions.
- Before my current role: I was appreciated by Skip Level management and above for upskilling new hires and bottom quartiles.
- Achieved "Women in Amazon" award for best team handling.
- Received the "Versatile Potato Award for being a part of the Process re-engineering support (GEMBA)
- Achieved 98% in Job Satisfaction and Manager satisfaction scored in Connection reports Mentored and Coached a team of 25 individual contributors increasing the overall team performance.
- Featured in Thrive R&R for April and May 2022.
- Achieved success in the development of employees and enhanced their skills increasing productivity, quality of work, and acceptance of change Helping in the retention of blue collars through 360 feedback has helped associates in the development of their soft skills and behavioral skills.
- Established a tagline "Approachable" from the students and higher management at Nirmaan Organization.
- A timely honor of appreciation from our Center manager and Program manager for being a team player and delivering an Engaging training session.
- Secondly, the methodologies used for these training sessions and to prepare center-wise reports were highly appreciated during the NNSET workshop conducted at Hyderabad.
- I received an award for the highest 'EP' conversion in July'18.
- In performance,I stood in the 'Rank Il' position UN our process.
- I received appreciation for being Customer Friendly' as I collected the highest number of dollars.
- I also received appreciation for 'Customer Advocacy'.
- Participated in 'A Goal Zero Competition' for which I became a member of the 'Platinum Club' which is the highest.
- Participated as 'Team Player' in the CCPL- Collections Champions Premier League and our team were the top performers
- I have achieved "The Top Performer" award for July 2015.
Timeline
Corporate Communications Trainer/ Manager (Voice and NonVoice)
Tata Consultancy Services (TCS)
08.2023 - Current
MHLS Team Manager - DLS (Voice Process)
Amazon Development Centre (India) Private Limited
07.2022 - 07.2023
ERC DLS Associate (Voice Process)
Amazon Development Centre (India) Private Limited
09.2021 - 06.2022
Process Lead - BPO (Voice Process)
Mouri Tech Pvt Ltd
03.2021 - 07.2021
Voice and Accent/ English Trainer
Tech Mahindra Smart Center - Nirmaan Organization
04.2019 - 03.2021
Senior Representative Skip Collections (Voice Process)
Synchrony Financial
09.2016 - 09.2018
Customer Service Executive
HSBC Pvt Ltd.
08.2013 - 08.2016
B. Com - Customer Service Management
Andhra University
MBA - Human Resources Management
Andhra University
Intermediate- MPC - MPC
Gayatri Vidya Parishad Jr. College
Board of Secondary Education -
Nalanda Talent School