Sangitha Ganni
Team Leader
Hyderabad
Summary
Agile and adaptable Team leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Team Leader
Tide Platform Technology and Servicing Private Limited
Hyderabad
01.2021 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Supported office business development and customer service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coordinated weekly meetings for internal and external groups.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Worked with colleagues to create prototypes for designs and training materials.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Led team of 10 members (India & Sofia) while providing exceptional customer service.
- Assisted with new hire processing and existing training programs.
Assistant Manager
Suai Inc
Hyderabad
01.2020 - 01.2021
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Coordinated employee schedules to provide adequate staff coverage.
- Supported senior managers with day-to-day operational requirements.
- Delegated tasks to appropriate staff members and monitored performance.
- Handled escalating problems to improve customer relations, maintain brand loyalty, and recapture lost revenue opportunities.
- Assisted with developing new company policies, procedures, and standards.
- Monitored performance of employee teams and actions via regular performance evaluations.
- Maintained operational performance with skillful handling of opening and closing tasks.
- Handling DebtSettlements and Enrollments.
- Stakeholder Partnership with Renda Law Office,Premier Legal & American Debt
- Setting up developmental plans/Goals for the month
- Motivating employees and ensuring focus on the mission
- Hiring,training and developing new employees.
- Active contribution towards repairing a quality checklist for enrolments that got approved by our US partners and also got included as a critical process from audit stand point
- Weekly DR meetings with stakeholders
- Preparing monthly reports on performance
- Presenting monthly and half early reviews to stakeholders
- Single point of contact for all debtsettlement enrolments and reviews
- Adapted to the new work environment of work from home without any hassles and hiccups
- Single handedly processed and worked on all enrollments with 98.6% quality score.
- Solely responsible for successful debtsettlement enrollments that increased from 40 enrollments in Jan2020 to 103 in July2020.
Sr. Quality Analyst
Synchrony Financial Service Pvt Ltd
Hyderabad
07.2014 - 01.2020
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Defined and implemented quality initiatives to reduce risk.
- Participated in departmental meetings to establish short- and long-term strategy.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Collected and analyzed data and initiated improvements to increase security and performance.
BAU Trainer
HSBC - HDPI
Hyderabad
10.2003 - 06.2012
- Exceeded goals through effective task prioritization and great work ethic.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in team-building activities to enhance working relationships.
- Worked with customers to understand needs and provide excellent service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Improved operations through consistent hard work and dedication.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-to-day duties accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Created plans and communicated deadlines to complete projects on time.
Education
Bachelor of Commerce - Commerce And Accounting
Himalayan University
Itanagar 05.2015 - 07.2018
Intermediate Board of Education - Commerce
St. Anns Junior College
India 07.1995 - 05.1997
Skills
Employee Evaluation
Key performance indicators
Performance improvement
Staff education and training
Complaint resolution
Knowledgeable in Kustomer, Looker, G-Suite, ScoreBuddy, Zendesk
MS Office
Teambuilding
Attention to Detail
Training and Development
Certification
Customer Due Diligence: AML controls and Procedures
Timeline
Customer Due Diligence: AML controls and Procedures
11-2021
Team Leader
Tide Platform Technology and Servicing Private Limited
01.2021 - Current
Assistant Manager
Suai Inc
01.2020 - 01.2021
Bachelor of Commerce - Commerce And Accounting
Himalayan University
05.2015 - 07.2018
Sr. Quality Analyst
Synchrony Financial Service Pvt Ltd
07.2014 - 01.2020
BAU Trainer
HSBC - HDPI
10.2003 - 06.2012
Intermediate Board of Education - Commerce
St. Anns Junior College
07.1995 - 05.1997