R. Loknadh

• SLA & Queue Management: Conduct hourly volume and queue checks using internal tracking sheets to dynamically allocate tasks and ensure zero deadline misses.
• High-Accuracy Standards: Direct shift operations to consistently achieve a 99% daily team quality threshold with zero external errors or client escalations.
• Incident & Ticket Tracking: Manage and resolve ServiceNow tickets within a strict 4-hour SLA to mitigate partner escalations.
• Lean Process Improvement: Spearhead daily error feedback loops using Lean Six Sigma Yellow Belt methodologies, ensuring operator acceptance within 24 hours to drive continuous improvement.
• Productivity & Workforce Planning: Review bi-hourly associate performance to maintain 90% productivity and 85% utilization, while managing team shrinkage under an 8% threshold.
• Reporting & Governance: Synthesize performance, shrinkage, and cross-training data into weekly review decks for executive leadership, aligning monthly employee KRAs.

• Conducted training sessions for team , ensuring proficiency in Sympraxis application and amount processing queues
• Performed regular quality audits to maintain and improve process quality standards
• Acted as primary troubleshooter, addressing user queries and challenges to enhance operational efficiency
• Drafted error feedback emails, providing actionable insights to operators for continuous improvement
• Generated and delivered daily, weekly, and monthly quality reports to clients, showcasing performance data
• Administered process knowledge tests on weekly basis, tracking and sharing performance reports.

• Coding and Integration
• Developed robust applications by utilizing modern programming languages and frameworks
• Built databases and table structures for web applications
• Conducted root-cause analysis of component failure