SANTOSHI NAIDU
Mumbai
Overview
20
20
years of professional experience
Work History
TEAM LEAD- Operations
ALTIUS BPO
- 07.2019
- Handled a team of 20 Associates
- Management of SLA’s, Shrinkage, Quality and Reports.
QUALITY TEAM LEAD
HEXAWARE BPS (BUSINESS PROCESS SERVICES)
09.2016 - 09.2018
- Managing UHS Process – Operations with 6 Head Count
- Handling BPCL Team – Quality with 5 QA’s
- Conducted Training for Team on Feedback Techniques & Roles Responsibilities of QA
- Designing of Audit Score card for UHS Process
- Handling Escalation’s and Coordinating with Client for completing Task
- Handling (Inbound/ Outbound/ Feedback/ Upselling) calling Process of UHS
- (Transferred to TWG – Insurance Process) Product – Home Appliances and Mobile of Singapore & India Team Managing Quality, Training and Reports Initiated Internal & External monthly Calibration Coordination with Claim for Closure and Reimbursement
TRAINER (PS CERTIFIED)
AIRTEL POSTPAID (MOBILITY PRODUCT)
08.2015 - 12.2015
- Conducted product training on Telecom mobility for Airtel Postpaid product
- Handled a batch of 27 with less than 4 Attrition count
- Maintained Overall Performance more than 90%
- Activities in Training: Call listening, buddy Jacking, fun activities, Mock calls and coaching.
QUALITY ANALYST
FIRST SOURCE Ltd
04.2012 - 12.2015
- Handled Postpaid Inbound and 5 Outbound LOB with more than 100 Associates
- Maintained the Quality Scores above 80% for Retention and Collections Desk
- Conducted Calibration for Trainer, Team Leader and Associates
- Different Audits done for Postpaid IB Platinum Process – Quality Audits / Certification / Nesting Audits / Repeat Audits / Hygiene audits – Short call / call drop / blank call analysis
- Repeat Scores reduced to 24% from 28%
- Sampling done based on (Top call drivers / no
- Of repeats)
- Methodology, Functionality and Achievements: Identification of Gaps and categorizing based on ACTP (Advisor / Customer / Technology / Process)
- Repeat Feedback shared for Advisor gap and escalated Alerts to Operations to tie up the gaps
- Escalated the Process Gaps Identified to Process owners - (Client / Operations)
- Immediate Escalation on Customer and Technology gaps identified.
TEAM LEADER - SOCIAL NETWORKING DEPT
RELIANCE INFOSTREAMS PVT LTD
12.2010 - 12.2011
- Handled Response Management Team of 10 – 12 Executives
- Management of MIS Reports, Escalations, Coordination with Back end for Complaint Resolution.
IVR VOICE OVER
RELIANCE INFOSTREAMS PVT LTD
06.2008 - 12.2011
- Worked as a IVR Voice Over for recording scripts in Tamil language.
TEAM LEADER - POSTPAID CWG DESK (FRONT OFFICE)
RELIANCE INFOSTREAMS PVT LTD
04.2007 - 12.2010
- Handled a Team of 20 to 25 Associates
- Preparation of MIS Reports and Roster
- Coordination with the process and back end Team for Resolving Customers Query
- Conducted training on International Roaming and Communication Skill along with CSAT.
TEACHER
STAR ENGLISH HIGH SCHOOL
01.1999 - 01.2004
- Handled primary section Class 2nd to 5th standard
- Effective learning – through pictures, games and plays
- Grooming their skills – Academic, personality development
- Conducting open day, cultural activities and Annual day
- Conducting regular parent teacher meeting and updating on students progress.
FINANCIAL ANALYST
XL Dynamics
- Verification of Documents and submitting for Pre-underwriting review
- Conducted Training for new joiners
- Identification of document deficiency/ frauds related issues
- Testing done on checklist and feedbacks shared for correction
- Worked on Automation Task – resulting in decrease of errors and time taken to do a task
Education
B.COM -
Mumbai University
01.1996
Skills
- Knowledge of Computers
- Good Communication skill
- Experience of handling Team
- Coordination with different Client and departments
Personal Information
- Date of Birth: 02/04/76
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Tamil
Timeline
QUALITY TEAM LEAD
HEXAWARE BPS (BUSINESS PROCESS SERVICES)
09.2016 - 09.2018
TRAINER (PS CERTIFIED)
AIRTEL POSTPAID (MOBILITY PRODUCT)
08.2015 - 12.2015
QUALITY ANALYST
FIRST SOURCE Ltd
04.2012 - 12.2015
TEAM LEADER - SOCIAL NETWORKING DEPT
RELIANCE INFOSTREAMS PVT LTD
12.2010 - 12.2011
IVR VOICE OVER
RELIANCE INFOSTREAMS PVT LTD
06.2008 - 12.2011
TEAM LEADER - POSTPAID CWG DESK (FRONT OFFICE)
RELIANCE INFOSTREAMS PVT LTD
04.2007 - 12.2010
TEACHER
STAR ENGLISH HIGH SCHOOL
01.1999 - 01.2004
TEAM LEAD- Operations
ALTIUS BPO
- 07.2019
FINANCIAL ANALYST
XL Dynamics
B.COM -
Mumbai University
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