Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Processteamshandled
Timeline
Generic

Sai Mounika Jagiri

Hyderabad

Summary

Proven Leader with over 10 years of Technical Support, collections and customer service experience with over 5 years of successful experience in Team handling and driving results. Recognized consistently for performance excellence and contributions to success in customer service, e-chat and collections industry. Strengths in Team handling, training, coaching and feedback. Motivated to learn, grow and excel.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Interim Group Manager

Amazon
Hyderabad
06.2023 - Current
  • Established clear objectives and goals for teams, monitored progress towards those goals, and took corrective action when needed.
  • Developed strategies to improve employee engagement levels among staff members.
  • Created detailed reports outlining project plans, timelines, budgets, and resources required for senior management review.
  • Monitored team performance, identified areas for improvement, and provided feedback to staff.
  • Resolved conflicts between employees through effective communication and mediation techniques.
  • Provided guidance on best practices in problem-solving and decision-making processes.

D2AS Team Manager

Amazon
Hyderabad
10.2021 - Current
  • Management of SLAs (Service Level Agreements), quality, and customer experience, Manage and coach Technical team associates on all digital devices including Alexa, prime, kindle etc
  • Trouble shoot issues relating to process affecting the SLAs compliance Responsible for quality and productivity of assigned team Developing and achieving performance goals and objectives Identifying customer issues, building and implementing solutions to include process improvements Drive process improvement and continuous improvement culture through ‘kaizen’ and lean projects Identifying and eliminating barriers to accuracy, productivity, and quality
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
  • Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.

Portfolio Control Manager

Synchrony Financial
Hyderabad
09.2018 - 10.2021
  • Manage and coach Collection staff of approximately 20-25 employees Manage daily collector operations with skip tracing and manual outbound volume
  • Motivate Collections staff to achieve standard metrics., including (but not limited to) Locate Rate, Dollars Collected per Contact, Accounts Worked per Hour, Net Rate, Dollars Collected per Hour and Promises Kept per Hour, Speed pay Rate, and Quality metrics
  • Recognize and reward associates on a regular basis, using both formal and informal channels
  • Coach and develop collectors to improve performance and meet compliance goals
  • Review and analyze employee performance statistics on a daily basis
  • Address employee issues in a timely manner
  • Deliver informal coaching sessions promptly, and formal corrective action with specific behavioral recommendations in a reasonable amount of time
  • Complete and conduct monthly and annual employee evaluations
  • Manage disciplinary process as necessary.

Universal Coach/Trainer

Synchrony Financial
Hyderabad
07.2017 - 09.2018
  • Partner with business leaders internally and cross functionally to solve issues tied to process breaks Communicate results, issues, risks, opportunities and trend effectively in a timely manner to manager/leadership
  • Develop and implement programs to motivate associates Successfully manage people and drive a reduction in process defects Processes while maintaining adherence to Company policies, SLA's and Critical to Compliance (CTC) measures Provide timely coaching and feedback to associates to enhance their development; cultivate an environment of mutual trust, teamwork, ownership and involvement Create and publish daily, weekly, and monthly quality and surveillance reports for Collections Skip process and E-chat process
  • Conduct regular audits to ensure high standards of quality and compliance
  • Effectiveness Metrics: QCAL (Call Quality)/compliance & Dollars Collected, VOC, FCR, CCT.
  • Developed practice plans tailored to individual needs as well as team development requirements.
  • Adhered strictly to safety protocols while supervising practices or competitions.

Sr. Collections Representative

Synchrony Financial
Hyderabad
06.2016 - 07.2017
  • Trace skip customer phone number through all possible numbers
  • Collections supporting RC&PSCC clients
  • Handle Customer inquiries and collect on delinquent accounts.

Process Associate

Genpact
Hyderabad
09.2014 - 06.2016
  • Trace skip customer phone number through all possible numbers
  • Collections supporting RC&PSCC clients
  • Handle Customer inquiries and collect on delinquent accounts.

Education

Master of Science - Data Science

Masters in Data Science
Pune
02-2026

MBA - Operations Management And Supervision

ICFAI
Tripura
04-2022

Bachelor’s in technology: Electronics and communication Engineering -

Jyothishmathi Institute of Technology & Sciences - Karimnagar
01.2014

Intermediate -

Sri Chaitanya Jr College- Hyderabad
01.2010

SSC -

Don Bosco High School- Karimnagar

Skills

  • Business Development
  • Manager Handling
  • Team handling
  • Quality Control
  • Coaching and Feedback
  • Training
  • Business Operations
  • Process/Teams Handled
  • Technical Support (Chat/Email and Phone Contacts)
  • Team of Managers
  • Skip Collections(outbound)
  • Spinners and Validation Team(outbound/dialer)
  • CX Blend team (Inbound/outbound)
  • E-chat Customer service
  • Payment Reallocations Team

Certification

PSM 1 certified

Accomplishments

  • Amazon-Identified a specific glitch in the system which is impacting concessions given by the organization and worked on project to curb it thus saving any concession abuse in future
  • Amazon Diamond Award Recipient- 2024
  • Synchrony-Represented Synchrony India collections site in U.S site (Orlando, Florida) in yearly conference 2019.
  • India Site Veterans network leader in Synchrony.

Processteamshandled

  • Technical Support (Chat/Email and Phone Contacts)
  • Team of Managers
  • Skip Collections(outbound)
  • Spinners and Validation Team(outbound/dialer)
  • CX Blend team (Inbound/outbound)
  • E-chat Customer service
  • Payment Reallocations Team

Timeline

Interim Group Manager

Amazon
06.2023 - Current

D2AS Team Manager

Amazon
10.2021 - Current

Portfolio Control Manager

Synchrony Financial
09.2018 - 10.2021

Universal Coach/Trainer

Synchrony Financial
07.2017 - 09.2018

Sr. Collections Representative

Synchrony Financial
06.2016 - 07.2017

Process Associate

Genpact
09.2014 - 06.2016

Master of Science - Data Science

Masters in Data Science

MBA - Operations Management And Supervision

ICFAI

Bachelor’s in technology: Electronics and communication Engineering -

Jyothishmathi Institute of Technology & Sciences - Karimnagar

Intermediate -

Sri Chaitanya Jr College- Hyderabad

SSC -

Don Bosco High School- Karimnagar

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Sai Mounika Jagiri