Rachana Kolanu
Hyderabad
Summary
Results-oriented Team Leader with a proven track record of leading high-performing teams to deliver exceptional customer support and sales outcomes. Skilled in process improvement, KPI management, and team performance optimization. Experienced in resolving complex customer issues and implementing effective customer service strategies. Adept at creating and executing strategic action plans, with a focus on continuous improvement. Seeking to leverage my leadership and operations management expertise to contribute to a dynamic organization.
Overview
8
8
years of professional experience
6
6
Certifications
Work History
Operations Team Leader
Hinduja Global Solutions
06.2024 - Current
- Identified upselling and cross-selling opportunities, increasing average deal size and maximising client value.
- Utilised CRM systems to manage client interactions, ensuring accurate tracking of communication and sales progress.
- Analysed sales performance data to refine strategies and improve overall sales effectiveness.
- Facilitated training sessions for new executives, sharing best practices and enhancing team skills.
- Led operations team to exceed productivity targets through effective resource allocation and workflow optimisation.
- Produced regular performance reports and reviews, seeking areas for improved operational efficiency.
- Liaised with senior management to report on team performance, operational challenges, and progress towards objectives.
- Managed scheduling for a team of 30+ members, balancing workload while maximising efficiency.
- Quickly identified root cause issues to enable optimal solutions, reducing future problems and delays.
Operations Team Leader
247.ai
06.2022 - 06.2024
- Led a team of 22 agents, increasing productivity by 15% and consistently surpassing KPIs
- Set and managed sales targets to meet revenue goals
- Provided training, performance feedback, and professional development for team members
- Acted as liaison between team and management, presenting sales and service reports and feedback
- Collaborated with other departments to support sales and service initiatives
- Acted as liaison between departments to streamline communication and facilitate cooperation on shared business improvement projects
- Monitored real-time chats and calls, ensuring Quality Assurance and key performance standards were met
- Designed and implemented new workflows that improved operational efficiency
- Led Weekly and Monthly Business Reviews, creating action plans to improve customer experience
- Ensured 100% compliance with client regulations and training
- Resolved operational bottlenecks by identifying root causes and implementing strategic solutions
- Managed crisis situations effectively, ensuring minimal disruption to B2B service delivery
- Prepared detailed reports on operational activities, analyzing data for trends or potential issues
- Provided ongoing coaching and mentorship opportunities for agents development and skill enhancement
- Resolved escalated customer concerns and complaints using positive attitude, excellent judgment, and focused solutions
Senior Quality Analyst
247.ai
09.2020 - 06.2022
- Coached new hires until they reached proficiency
- Conducted training on quality standards for new agents onboarded
- Monitored and audited agent interactions to ensure adherence to the SOP and business standards
- Led agent training and coaching programs
- Managed escalated issues to protect customer satisfaction and brand image
- Stayed updated on product, policy changes and industry developments
- Performed root cause analysis on defects and recommended corrective actions
- Completed chat and call audits, and maintained compliance documentation
- Shared weekly and monthly reports and participated in client calibration calls
- Developed job aids and conducted knowledge assessments
- Collaborated with cross-functional teams to develop and implement process improvements
- Recommended, implemented and monitored preventive and corrective actions to achieve quality assurance standards
- Monitored customer feedback and addressed recurring issues in timely manner
- Conducted regular quality audits to ensure compliance with standards
Digital Interactive Specialist & Executive
247.ai
07.2018 - 09.2020
- Supported a team of 12 agents in meeting monthly targets
- Resolved network and email issues for clients, ensuring timely problem resolution
- Installed, configured, and maintained software applications and network systems
- Trained new employees on software and operational protocols
- Monitored and audited agent chats, providing feedback and ensuring adherence to QA standards
- Conducted one-on-one sessions with agents to set monthly goals and action plans
- Mentored junior team members by providing guidance on best practices and professional development opportunities
Digital Interactive Advisor
247.ai
06.2017 - 07.2018
- Handled multiple chats simultaneously, assisting customers with TV, phone, and internet service issues
- Provided product information and troubleshooting support
- Resolved billing, account, and customer complaints using strong communication and negotiation skills
- Assisted with package tracking and shipping inquiries
- Increased revenue by upgrading customer services
Education
Bachelor of Science - Computer Science (CSE)
Vignan Institute of technology and science
Intermediate - undefined
Sri Chaitanya Junior College
Secondary Education - undefined
Dilsukhnagar Public School
Skills
Operational Excellence
Certification
7 Q Tools
Timeline
Operations Team Leader
Hinduja Global Solutions
06.2024 - Current
Operations Team Leader
247.ai
06.2022 - 06.2024
Senior Quality Analyst
247.ai
09.2020 - 06.2022
Digital Interactive Specialist & Executive
247.ai
07.2018 - 09.2020
Digital Interactive Advisor
247.ai
06.2017 - 07.2018
Intermediate - undefined
Sri Chaitanya Junior College
Secondary Education - undefined
Dilsukhnagar Public School
Bachelor of Science - Computer Science (CSE)
Vignan Institute of technology and science
Similar Profiles
Damodara Raju GadirajuDamodara Raju Gadiraju
Deputy Manager Human Resources at Hinduja Global SolutionsDeputy Manager Human Resources at Hinduja Global Solutions
Mohit WadhwaniMohit Wadhwani
Customer Care Associate (Amazon.in) at Hinduja Global SolutionsCustomer Care Associate (Amazon.in) at Hinduja Global Solutions
Ohunene Oluwatosin OlayemiOhunene Oluwatosin Olayemi
Customer Service Specialist at HGS - Hinduja Global SolutionsCustomer Service Specialist at HGS - Hinduja Global Solutions
Gail mackinnonGail mackinnon
Customer Service Representative at HGS - Hinduja Global SolutionsCustomer Service Representative at HGS - Hinduja Global Solutions
Suresh BhumireddySuresh Bhumireddy
Technical Specialist at Bosch Global Software TechnologiesTechnical Specialist at Bosch Global Software Technologies