Saraswathi Gowthaman

I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities & heights of growth in career with a balanced Work life

Developed management skills in collaborative and fast-paced environment, focusing on team leadership and operational strategies. Seeking to transition into new field where these skills can be applied to drive efficiency and success. Dedicated to adapting and thriving in diverse professional settings.

• Fusion CX, Manager - Quality & Training, 02/01/22, Present, Customer Experience & Seller Support Verticals Pan India for Meesho Accounts (Ecommerce)
• ISON Experience, Deputy Manager – Quality & Training, 06/01/18, 06/01/19
• Gamma Business Process Optimized, Assistant Manager – Quality & Training, 02/01/16, 05/01/18
• Imarque Technologies, Assistant Manager – Quality & Training, 09/01/15, 01/31/16
• Stayzilla (Insara Technologies), Assistant Manager – Quality Improvement, Centre of Excellence, 08/01/14, 07/31/15
• Aegis BPO Ltd, Sr. Quality Analyst, 05/01/12, 10/31/12
• Adecco India (Aircel Cellular Ltd), Sr. Quality Analyst – Total Quality Management, 11/01/07, 02/28/11
• Skylark Academy, Faculty Cum Counselor, 01/01/05, 10/31/07

• E- Commerce /HTG – Meesho CX & SX, Arvind Lifestyle ,Ajio ,Zivame Dunzo, Stayzilla, Cardekho
• BFSI – Cholamandalam, Fullerton, IFMR, SBI Cards, Bajaj Finance, Kaleidofine, ICICI, Paytm
• Fintech - PayNearby,One assist
• Healthcare – Heaps, IHO NGO, World vision
• Real Estate – Puravankara, Coromandel, Alltel, SPR
• Media & entertainment – Dish TV
• Telecom – AIRCEL, AIRTEL, VODAFONE, MTS, IDEA, VODAFONE IDEA LTD,BSNL
• TTT – OYO Rooms

• Expertise in setting up a function by framing all the needed aspects, participating in recruitment & implement necessary plan of actions., Working in Transactional & Transformation Quality Assurance for Past 16yrs with responsibilities of Team Management & Client Handling.,
• Actively involved in Process transition for Domestic clients., Mapping Client’s need, identifying improvement areas and implementing measures to maximize customer satisfaction levels.,
• Expertise creating Audit Frameworks / SOP’s / Dashboards as per the business requirements.,
• Initiated and Successfully ran GB Projects on C-SAT improvement / FE reduction / Duplicate Bookings Errors/AHT Reduction & Increase.,
• Possess experience and knowledge in handling End to End training & quality for Telecom Customer service, Tele sales, Collections, E-commerce, Financial process (NBFC), Documentation Process, Tele verification.,
• Managing a team of quality by planning strategies for different LOB's taken care and drawn action plans based out of their Monthly Performance,
• Executed and have tracked the Improvement trend for calculating its Impact., Excelled in maintaining a Quality of Work done by the Team to ensure error free & accurate data entry done by following standards and Procedures with a strong sense of quality.,
• Effective in Time & task Management, wherein manage the work proficiently & ensure the timelines given are adhered.,
• Decision making ability is a key efficiency wherein I would be able to demonstrate things by gathering needed information evaluate options & seeks alternate ways to identify the problems and provide solutions.,
• Willing to take more responsibility, guide the peers & initiated training sessions, motivating the team by doing project related complete knowledge transition.,
• Managed several clients by excelling in Client Management in order to maintain good rapport on business terms.,
• In charge for Event coordination, like with employee Motivational Programs, Town hall, R& R., Completed ISO training on Standards ISO 9001-2015, ISO 27000 – 2013 and certified as Internal Auditor for the organization IN Polaris.,
• Implemented green belt projects in reducing Repeat call count in an Inbound customer service., Coordinates with Cross Functional Team and participates in analyzing and addressing the critical areas – High Attrition, Employee Retention, Employee Engagement.,
• Conducting Weekly & Monthly (MBR) Reviews in order to track their performance at regular intervals.,
• Skilled in Planning, Executing and Evaluating the employee Hiring and Development Programs to ensure Management and staff accure the Skills and develop the competencies required to meet the Objectives.,
• Develop, Implement and track Internal training systems and procedures to ensure the cost effectiveness, consistency and continuous improvement., Responsible for data Management and accountability for Internal /External audits compliance as per ISO standards.,
• To coordinate training programs across divisions and ensure integration of Strategy /training inputs across functions and levels.,
• Strengthen the Training delivery based on identified Training needs., Expertise in creating new training modules, setting up quality standards and monitoring parameters as per business requirements.,
• Planning & design the Training Calendar based out of the training needs of each process and ensures the training team delivers the expected output within the stipulated TAT with required efficacy.,
• Planning NHIT Batches for the month in concurrence with Operational manpower requirement & coordinate on Recruitment activities with HR Team.,
• Planning & Implementation of creative training programs basis the need of the process like Specific Criteria based Training sessions (Effective Listening, Objection Handling, Call Etiquette, Negotiation Skills...).,
• Drawing training planner for the process basis the TNI tracked out of the monthly audits., Preparation & Updating of Knowledge Base Portal for the reference of New bee’s reference during Nesting Period.,
• Designs Governance & Compliance in place ensuring Throughput % & FAP % are above the par to meet smooth onboarding on floor.,
• Ensuring Training Attrition Control in batches less than 5% and regular pre / post analysis done & shared to HR team for their Actionable /feedback.,
• Training Audits are conducted to ensure frequent Dip check done on the deliverables by the trainer and TTT conducted basis the requirement.,
• Defect reduction & Continual Improvement exclusively in Soft Skills Training., Improvisation in Sales Numbers by effective Training Methodology with several Sales Exercise., Improvisation in Collection efficacy.,
• Identify bottom line performers and design specific training unit wise., Project Initiation on the reduction of Zero tolerance criteria’s like Fatal errors, Rude Behavior.

• Time Management
• People Management
• Customer Lifecycle Management
• Group Presentation
• Root Cause Analysis
• Cross Functional Training
• Content Development
• Corporate Communication
• Employee Relations
• Learning & Development
• Crisis Management
• Conflict Management
• Event Organizer (RNR)
• Effective Participant in HR related activities
• Employee engagement Programs
• POSH Committee Member in the Organization to resolve SH related issues.

• Elected as one of the Committee members of the “POSH Committee” in the Organization to address the concerns of the female employees with regards to harassments and other inconvenience.
• Interested in writing topics like Feminism, Relationship Concerns, Love, Nature, Women @ work.
• Written a Documentary based out of Real life incident in the Name of “Are you an Incident or Accident in my Life ?”.
• Reading books, Favorite authors are Ravindra Singh & Chetan Bhagat.
• Interested in Fitness activities like Gymming, Aerobics / Zumba.
• Loves Bike racing, driving, and Foodie person with best culinary skills.

• Place of Birth: Chennai
• Husband's Name: Gowthaman Settu
• Date of Birth: 06/26/86
• Nationality: Indian