RAVITEJA SUSARLA

Work History

06.2022 - Current

Effectively managing and leading a team of 30 L3 associates across 6 different skills, overseeing 30+ Resolver groups
Demonstrating exceptional performance by consistently achieving goals on critical metrics, including

01.2022 - 06.2022

Performing audits of internal administration against plan, policy, service level agreements, and any regulatory requirements
Leveraged internal tools and processes to track and report status to business partners and leaders
Shared results of audits on regular basis as per established frequency and quality standards
Reported key trends, performing deep dive analysis and collaborating with global stakeholders to share critical insights for further action/ analysis.

10.2020 - 01.2022

Assisting andons across WW level through new AAT mechanism
Trained on M@, IIDP, Feeds, BST, and ACL
Leading Open Office Hours for the New Hire associates for IIDP, Feeds skill and driving the initiative to reduce the dependency on the andons
Currently managing to reduce the number of andons raised under IIDP, Feeds skill set
Managed onboarding and training for new Associate Advisors during their ramp up period
Provided mentor support to the new AAs on how the AAT mechanism works & support them to achieve their weekly goals
Part of Internal audits team in auditing the cases where Andon response time by AAs is high and sharing the feedback
Been an active part of Calibration calls and in providing inputs for Process improvement
Multitasking with the Andons on daily basis and helping the new hires in providing detailed explanation on the cases where they need help on the entire case
YTD Goal of Andon Resolve time is 4 min against the Goal of 10.28 min.

11.2018 - 10.2020

Handled 6 new hire (, @ and 3 (M@/FUII)) batches and 9 tenured/upskill batches
Handled IIDP upskill training pilot for VCM team in Chennai
Assisted 4 teams with quartile management to improve performance
Provided timely inputs and coaching mentees and helped in achieving goals
Driven HMD No audits for the team and reduced the error percentage from 32% to 8%
Part of 'Aged case project' for M@/FUII to find RCA for cases out of SLA for 3 months
Performed continuous audits of cases handled by associates in order to improve quality of seller experience
Performed ‘Non-Resolve audits’ week on week for the team on production to identify root causes and coach the associates if required
Planned and delivered training and refresher sessions to bridge process gaps
Drove ‘Workflow adoption rate’ for all the batches handled which has resulted them in consistently meeting the workflow adoption rate every week with minimal misses
Automated 6 Paragon Workflows and Seller Central Tools for M@ reason codes by being part of the Kaizen Project which has helped in reducing the Average Handle Time by 0.8 seconds.