SHAMMI SIPEHIA

Leading a team of 10 Team Leaders and 150 FTEs working on KYC/KYB, Sanctions and PEP Screening and ensuring compliance with regulatory requirements

• Successfully managed SLAs for customer onboarding and screening, improving claiming SLAs by 4% and resolving SLAs by 8%Ensured high levels of customer satisfaction through effective management practices
• Exceeded Quality assurance targets for all programs
• Implemented initiatives to improve team productivity and quality of work using Time & Motion analysis
• Managing scheduling and forecasting to optimize resource allocation
• Collaborating with stakeholders to strategize and drive operational improvements
• Playing a key role in hiring new analysts, ensuring a high-performing team.

• Implemented new sales strategies resulting in a 15% increase in team productivity and exceeding quarterly sales targets.
• Trained and coached team members on effective sales techniques, leading to a 20% improvement in overall performance.
• Responsible to manage the forecasting and planning
• Conducted effective coaching & feedback on the opportunities

• People Management for a team of 20 associates
• Attrition handling, Shrinkage Control, Meeting Client deliverable, Setting KRAs for associates.
• Conducting coaching
• Cross team huddles to share best practices.
• Responsible to meet client KRAs like CSAT, NPS, Sales

• Managed reservations requests from airline customers efficiently
• Handled check-in cancellations and modifications promptly
• Ensured meeting Average Handling Time (AHT) and Average Response Time (ART) targets.