Nischitha Gururaja

• Effectively managed over 300 consultants and associates that generated millions of dollars of annual revenue for consulting organization in Europe and India Regions
• Work with Director on development and execution of service strategy.

*Identify trends, risks and opportunities to set strategic direction
*Identify key strategic considerations for efficient workflows, best practices, and service models
*Collaborate with functional leaders to identify initiatives that improve service to members and providers, create efficiencies and support growth and improvement initiatives
*Synthesize information, reports into impactful materials and presentations to facilitate recommendations to VP and Executive Teams

• Understand and visualize data, make data driven decisions and create reporting
• Develop, implement, and enhance processes to drive overall performance of service initiatives

*Lead implementation projects assigned in accordance of priority
*Develop methodologies to measure the impact of executed initiatives

• Develops and oversees production of regulatory reports and standard KPI reports to monitor and report on overall department metrics and program evaluation. Implement operational enhancements in partnership with leadership as they relate to department metrics performance.
• Coordinated with project leaders, Consulting Managers to understand and optimize project staffing requirements. Tracking of ongoing resource assignments for Consultants and associates.
• Reduced operational costs by optimizing resource allocation and closely monitoring expenses.
• Built culture of continuous improvement by encouraging innovation and learning from team members at all levels of organization.
• Delivered excellent customer service experiences through regular feedback collection, analysis, and action planning based on client needs.
• Influenced management to achieve highest utilization, and increase customer satisfaction. Recommend creative ways to utilize unassigned consultants.
• Identifies and drives resolution resourcing challenges, obstacles, conflicts and political issues.
• Maintain data integrity.
• Coach assigned management and representatives on operations, resourcing roles and responsibilities, processes, policies, and rules of engagement.
• Escalate urgent requests on priority staffing calls. Confirm assignment end dates by proactively inquiring on extension opportunities.
• Has detailed knowledge of assigned consultants skill levels, experience, and staffing preferences. Actively monitor selection/acceptance process for assigned resources.

• Working with Operations Manager and assisting with anything from project planning, presentation, creating status dashboards and tracking progress to staff management
  Supervising over 100 staff and teams across Bangalore, Hyderabad, and Kochi
  Hiring, training,mentoring,coaching and development of new employees
  Preparing and presenting Employee Reviews/Appraisal Management
  Handle complaints, Escalations from client and internal teams
  Task delegation to Leads. Deployment of resources based on skillset and availability
• Track progress of daily, weekly, monthly, quarterly and annual objectives
• Create reports, analyze and interpret data on daily, weekly, and monthly basis
• Conduct Quality audits. Understand pain points and drive process improvements
• Responsible for Client and stakeholder management

• Managing manpower planning for operations based on existing process, expansion plans, and attributes; implemented action plan by discussing with stakeholders
  • Managed leads of Customer Service, Call Execution, and Workforce Management workforce of 40+ people (1 team leader with 15 associates in Mumbai branch, 25 people in Bangalore with 3 team leaders) and 5+ shift in-chargers who works in various geographies
  • Analyzing feasibility and working with Project Management Team to prioritize deliverables
  • Maintaining various activities of project information gathering and examining information and documenting functional or business requirements
  • Assessing internal process, data, and problems
  • Creating audits of projects for better understanding of clients
  • Formulating dashboards to submit data for different uses which include RAG, Stakeholder, and Impact View
  • Designing presentations and delivering appropriate information
  • Assisting customers by providing information related to products and process
  • Identifying prospective clients from various sectors, creating new business opportunities, and generating business from existing account, thereby achieving business targets
  • Providing training to workforce for enhancing their productivity & operational efficiencies through knowledge enhancement/skill-building
  • Developing relationships with customers in target markets for business development
  • Preparing MIS Reports as per SLA to apprise management of process operations and assist in critical decision-making process
  • Accountable for handling Appraisals for Operation leads.

• Managed manpower planning for team operations based on existing process, expansion plans, and attributes; implemented action plan by discussing with stakeholders.
• Interacting with clients for understanding their requirements & suggesting the most viable solutions/products and cultivating relations with them for customer retention & securing repeat business.
• Maintained quality service delivery and met and increased SLAs by monitoring and control mechanisms
• Formulated process dashboards and span performance reports according to appropriate plans
• Planned process and control which includes:
  ▪ Development and maintenance of work plan in detail
  ▪ Management of process deliverables with process plan
  ▪ Recording and management process issues
  ▪ Provided solutions to cross-functional issues at process level
• Responsible for key metrics – First Touch, Cycle Time, Quality, Schedule adherence
  and Customer Satisfaction while managing team averaging 8 associates
• Management of process scope, progress, and performance
• Provided status reports to Process Sponsor and Project Manager
• Coordinated Top Level Management and upgraded process
• Motivated team to achieve high standards and targets
• Identify knowledge gaps within team and develop strategies to address concerns

*Ingram Micro – Accounts Receivables

• Responsible for collecting dues from customers
• Monitored performance and assign aged and high dollar orders to associates to prioritize and take necessary actions
• Credit validation for customers and releasing order to booking team
• Portfolio management for different theatres
• Understand and translate client requirements into structured solution framework
• Identify knowledge gaps within team and develop strategies to address concerns
• Keep track of new developments and ideas, which would affect operations
• Team motivation and working with metrics performance of team
• Visual display of processes, Org chart, Volumes, Key metrics performances, and Key initiatives implemented on floor
• Completed Reverse Transition for Accounts Receivables.

*British Telecom – Customer and Technical Support, Billing, and Enquires

• Maintained quality monitoring and delivered feedback according to norms in SOW
• Organized training for agents to enhance customer service skills in group sessions
• Monitored performance and assigned targets for each member
• Coordinated with Team Lead for content improvement of service delivery in their respective teams
• Formulated call flowcharts and call posters which helped agents to enhance calls skills
• Training new agents in voice process as well as in technicalities of product to provide support to customers
• Providing customer service and understanding needs of client
• Resolve Customers complaints and Billing inquiries