Sangeeta Hart

Operations Team Manager

Ivy Comptech. Pvt.Ltd

Hyderabad

01.2024 - Current

Consistently exceeded quality targets, and achieved customer satisfaction goals throughout tenure.
Handling a team of 20 customer service agents.
Fostered collaboration and implemented process improvements for enhanced efficiency.
Worked closely with team members to ensure alignment with business requirements, fostering a collaborative and high-performing environment.
Provide coaching and feedback to customer support agents based on performance evaluations.
Develop training programs to improve agent communication, troubleshooting, and problem-solving skills.
Prepare reports on QA performance, customer satisfaction scores, and improvement initiatives.
Communicate insights and recommendations to management and stakeholders.
Conduct team meetings to discuss quality trends and best practices.

Customer Service Specialist and Team Leader

Genpact Pvt. Ltd.

Hyderabad

11.2013 - 10.2023

Governing the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
Spearheading a team of 48 professionals in the assigned group, monitoring team performance, and providing appropriate feedback to ensure individual growth.
Imparting training to new recruits, educating, and assisting on the processes of the company.
Supervising workflow and escalations, proactively engaged resources to address issues and effectively delegating workload across the leadership team
Solving complex customer support issues and proactively heading off negative service trends, ensuring the attainment of 100% SLAs as per agreed performance standards.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
Conceptualizing customer retention strategies based on the analysis of service operation loopholes and market dynamics.
Driving operational excellence is set as a standard by the clients, and we adhere to the standard operating procedures.
Mapping clients, identifying improvement areas, and implementing measures to maximize satisfaction levels.
Benchmarking the process standards, devising escalation metrics, and ensuring timely resolution.
Maintaining the quality, and CSAT reports, and delivering feedback every week.
Working with the Process Improvement team and conducting a deep analysis to understand the reason for the DSAT.
Establishing in-house quality standards for various operational areas ensured a high-quality customer experience while adhering to the SLAs for their services.
Organizing personal improvement/wellness sessions for the team members
Auditing the calibration calls for identifying errors in coordination with the quality team
Directing the daily, weekly, and monthly reports, and updating the internal management with dashboards.
Creating plans and communicating deadlines to ensure projects are completed on time.
Publishing the PPTs for weekly, monthly, and quarterly business reviews with the client.
Organizing the annual events for the site and working with the entire team end-to-end.
Acting as a SPOC for fun sessions, such as birthdays, celebrations, and weekly team-building activities.
Planning the daily, weekly, and monthly meetings for the business reviews with the client.
Administering overall activities for the associate, which include leaves, reimbursement, and all technical and non-technical issues.
Complying with the processes and procedures established by the company, and ensuring their effective implementation throughout the entire process.
Identifying the deviations and keeping them in the notification to the management at the right time.
A process improvement project was initiated by me on AHT, where I did lots of research and brainstorming to understand the trends and patterns to control the AHT, and this helped in clearing the backlog in an efficient manner.
A couple of reports had to be generated, and lots of trial-and-error tasks were done to gain an understanding of the increased AHT.

Support Specialist

Paraxel

Hyderabad

12.2010 - 10.2013

Customer Service Executive

HSBC

Hyderabad

11.2006 - 10.2010

Team Leader

TBSS

Hyderabad

06.2004 - 08.2006

Summary

Overview

Work History

Operations Team Manager

Customer Service Specialist and Team Leader

Support Specialist

Customer Service Executive

Team Leader

Education

B.Com. -

Skills

Certification

Volunteer Experience

Languages

Hobbies

Timeline

Operations Team Manager

Customer Service Specialist and Team Leader

Support Specialist

Customer Service Executive

Team Leader

B.Com. -

Similar Profiles

Sarath Krishna PrasadSarath Krishna Prasad

Surisetty Harish Ram KumarSurisetty Harish Ram Kumar

Nadari GovardhanNadari Govardhan