Travelling
Reema Seth
Operations & Project Management
Mumbai,MH
Summary
Dedicated Customer Service - Operations professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proactive and meticulous with over 20 years of work experience.
Overview
21
21
years of professional experience
Work History
Manager - Operations
Willis Towers Watson Pvt Ltd.
3 2016 - Current
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Manager - Quality Operations
Serco Global Services Pvt. Ltd
02.2014 - 02.2016
- Responsible for streamlined Transaction Monitoring & Driving Process improvements for ALL India Operations
- Developing strategies aimed at the achievement of Qualitative Business Objectives for each of the process areas
- Client Management to showcase strengths and areas of opportunity for any of the business areas
- Meeting and exceeding client expectations; Continuous improvement in metrics
- Formulating & implementing internal reporting systems for monitoring quality
- Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters
- Assess and identify pain areas affecting Product Quality that need training; Create refreshers/trainings, breaking them down to manageable elements with parameters attached to each element for constant monitoring of developments
- Adapting training methods most suited for effective outcome; Plan trainings and evaluation; Implementation.
Assistant Manager - Operations
Serco Global Services Pvt. Ltd
04.2010 - 01.2014
- Review Team performance and drive actions on metrics not meeting thresholds (60 associates/3 leads & 3 coach)
- Service Reviews with Head of Operations and Client on a monthly basis
- Ensuring adequate client interaction, maintaining transparency and sharing progress updates
- Driving COPC (Customer Operation Performance Centre) through Conquest which covers both input and output metrics
- Leave Planning for the group and meeting retention numbers
- Managing Performance in crisis situation as well.
Lead - Operations
Serco Global Services Pvt. Ltd
12.2006 - 03.2010
- Managed a team of 20 associates and responsible for all metrics of the team
- Feedback and Coaching for advisors with area of development
- Provide adequate grooming to the advisors for their next role
- Leave Planning and issue resolution for team members
- Leading client calls to suggest process improvements
- Acting Team Manager for the community and manage all activities of a Team Manager in his/her absence.
Quality Analyst
Serco Global Services Pvt. Ltd
06.2005 - 11.2006
- Responsible for on time completion of monitors for 5 teams on the floor
- Conducting Gage and Calibration sessions with supervisors and ensuring minimum variance
- Attending Client reviews with the HOD on behalf of Quality
- Sharing updates with the teams on a weekly basis
- Analysing trends and sharing with the group based on which actions would be drawn.
Sr. Customer Service Executive
Serco Global Services Pvt. Ltd
09.2003 - 05.2005
- Provide Customer Service for credit cards – US Voice process
- Part of the High Sales team with core job of selling Credit card adds on services and offer Balance Transfers
- Mentor and Support for team members
- Performing Team building activities.
Education
Bachelors Degree in Commerce -
M.M.K College of Commerce, Mumbai University
Higher Secondary Certificate - undefined
Duruelo Convent High School
Secondary School Certificate - undefined
Duruelo Convent High School
Skills
Strategic Planning
Customer Relationship Management
Problem Resolution
Idea Development and Brainstorming
Project Management
Business Analysis and Reporting
Negotiation
Managing Operations and Efficiency
Decision-Making
Interpersonal Skills
Teamwork and Collaboration
Excellent Communication
Honorary Activities And Awards
- Awarded as the Best Team Leader – C-SAT for the Year 2006-2007
- Awarded as the Best Team Leader – Attendance for the Year 2007-2008
- Represented NRE for the PCMM Certification for HR Practice
- Shortlisted by Serco’s Learning & Development Team to be interviewed by Outlook Express on Serco’ Success Stories
- SPOC for Employee Engagement activities for National Rail Enquiries
- Conducted Process training to provide support when 100% business migrated to India
Location Preference
Mumbai
Interests
Connecting with People
Timeline
Manager - Quality Operations
Serco Global Services Pvt. Ltd
02.2014 - 02.2016
Assistant Manager - Operations
Serco Global Services Pvt. Ltd
04.2010 - 01.2014
Lead - Operations
Serco Global Services Pvt. Ltd
12.2006 - 03.2010
Quality Analyst
Serco Global Services Pvt. Ltd
06.2005 - 11.2006
Sr. Customer Service Executive
Serco Global Services Pvt. Ltd
09.2003 - 05.2005
Manager - Operations
Willis Towers Watson Pvt Ltd.
3 2016 - Current
Bachelors Degree in Commerce -
M.M.K College of Commerce, Mumbai University
Higher Secondary Certificate - undefined
Duruelo Convent High School
Secondary School Certificate - undefined
Duruelo Convent High School