Shija Varghese
Sasanenagar
Summary
7+ years’ experience as a Team Leader. Supervised a team of 20+ advisors. Set expectations, analyzed and managed performance, monitored schedule adherence, and motivated performance. Provided coaching, development, and two-way feedback to motivate a high performance and productivity. Dedicated Consultant bringing dynamic skills in client oversight, issue resolution, and presentation. Successful juggling multiple tasks and projects simultaneously. Excellent business knowledge within the field.
Overview
18
18
years of professional experience
Work History
Engagement Consultant-Product Support
Bitonic Pvt Ltd
03.2021 - 09.2024
- Worked as an email support engineer for technical queries related to the platform
- Providing support on various issues related to the Chatbots
- Served as my team's POC for WhatsApp Business Chabot, helping to handle inquiries pertaining to campaigns and providing clients and new hires with quick training on the entire module
- Oversaw the full WhatsApp campaigning module, including designing Whatsapp templates, scheduling the WhatsApp Business Chabot for my team, answering campaign-related questions, and giving clients and new staff brief training on the whole module.launching WhatsApp campaigns to notify several audiences simultaneously and overcoming P2 problems such as template approvals and campaign failures.
- Analyzed complex information from multiple sources to identify patterns or trends.
- Collaborated with clients to develop action plans to address specific challenges and objectives.
- Maintained positive working relationship with fellow staff and management.
- Organized client meetings to provide project updates.
- Audited company's legal documents to verify compliant policies and procedures.
Group Leader
WIPRO Limited
04.2018 - 09.2020
- Leading a team of 35 agents on an average
- Tracking agent’s performance and quality scores, taking initiative to improve the quality scores of the process
- Providing feedback to BQ agents to help them in improving quality scores as per SLA's
- Managing shrinkage and attrition of the team
- Grooming tenured agents for next level based on their competencies
- Attending client call, sharing MOMS'S with internal and external stakeholders.
Team Manager
Capita India Pvt Ltd
08.2016 - 02.2018
- Managing and monitoring the day to day operations of the team
- Providing regular feedback to advisors
- Monthly Performance Conversations through regular 1-0-1s and team meetings
- Attending client conference calls to improve performance of the process
- Responsible for retention of team members and controlling attrition
- Conducting interviews to select the best candidates for the utmost fitment in the role profile.
Team Leader
3 Global Services Limited
02.2009 - 02.2010
- Handling a team of 20 agents on an average
- Managing and monitoring the day to day operations of the team
- Motivating and Enhancing performance of the team by coaching advisors to improve quality and AHT
- Monthly Performance Conversations
- Responsible for retention of team members and control attrition.
Team Leader
TechMahindra
10.2007 - 01.2009
- Handling a team of 25 agents on an average
- Responsible for Team’s Performance on Productivity and Quality
- Responsible for sending out the weekly Dashboards
- Responsible for ISO Audits for the process
- Revenue Reconciliation (Process Name : Matchmaker) Matching costs with revenues for BT.
Team Leader
IBM Daksh BPS Pvt Ltd
06.2006 - 10.2007
- Handling a team of 20 agents
- KRA’s are as follows: Continuous improvement in Team Performance on agreed metrics like AHT, FCR, JKQ, ICE and Call Quality
- Responsible for reducing Attrition in the team
- People Management wherein Feedback sessions has to be documented with Team Members, process in place to track closure of issues raised, facilitate feedback from CCS, ensure participation in R&R’s launched, organize & plan team meetings, team outings as budgeted, actively manage low contributors.
Education
Post-Graduation Diploma in Financial Management. (PGDFM) -
Symbiosis Institute of Business Management (SIBM) Pune
01.2002
Graduation in Commerce (B.Com) -
M.S University, Baroda
01.2000
H.S.C -
Gujarat State Education Board
01.1997
S.S.C -
Gujarat State Education Board
01.1995
Skills
- Communication
- Problem Solving
- Team Player
- Planning and organizing
- Interpersonal
- Time Management
- People Management
- Client Requirements Assessment
- Customer Relationship Management
- Analytical Thinking
Accomplishments
Awarded “The Best Incoming Student of the year 2001-02” from SIBM, Pune.
Softwarefamiliarity
- MS-Office
- MS Word
- MS Excel
- MS Access
- MS PowerPoint
- Financial accounting packages like Tally Ver 4.5
- Notifications API on Postman
Languages
- English
- Hindi
- Gujarati
- Malayalam
Hobbies and Interests
- Reading Novels
- Surfing the Net
- Traveling
- Watching movies
- Listening to music
Timeline
Engagement Consultant-Product Support
Bitonic Pvt Ltd
03.2021 - 09.2024
Group Leader
WIPRO Limited
04.2018 - 09.2020
Team Manager
Capita India Pvt Ltd
08.2016 - 02.2018
Team Leader
3 Global Services Limited
02.2009 - 02.2010
Team Leader
TechMahindra
10.2007 - 01.2009
Team Leader
IBM Daksh BPS Pvt Ltd
06.2006 - 10.2007
Post-Graduation Diploma in Financial Management. (PGDFM) -
Symbiosis Institute of Business Management (SIBM) Pune
Graduation in Commerce (B.Com) -
M.S University, Baroda
H.S.C -
Gujarat State Education Board
S.S.C -
Gujarat State Education Board
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