Radha Kola

• Spearhead people and performance management initiatives, ensuring alignment with service-level agreements (SLAs).
• Drive innovative solutions, Collaborate with business specialists and Partnered with cross-functional teams to ensure seamless adoption of new workflows with improved efficiency.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.

Achievements :

• Improved efficiency and productivity by 15% through the implementation of strategic operational changes.
• Increased profit by 10% of the CP by streamlining operations.
• Negotiated Head count and service with customers to maintain utilization at 85% and increase employee retention.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports thereby revenue generation of $300K in a Quarter

• Resolved executive escalations as a key liaison between clients and internal stakeholders and ensured a high-quality customer experience through collaboration with product stakeholders.
• Implemented a knowledge management system, ensuring easy access to product information for all support staff members.
• Analyzed data trends to proactively address potential product issues, reducing downtime for clients.

Quality Program Manager : (2016 -2018)

• Led end-to-end quality management for account recovery consumer operations across India.

Support Expert : (2012 -2016)

• Mentored junior associates & developed scalable processes for vendor operations and risk management in new workflow launches.

Sr. Associate : (2006 -2011)

• Analyzed customer data to identify trends and anticipate customer needs.
  

• Increased sales revenue by consistently meeting and exceeding sales targets.
• Developed strong relationships with clients through excellent customer service and regular followups.
• Achieved top performer status within the company due to consistent high sales numbers.
• Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.