Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Shirisha Valluri

Hyderabad

Summary

Currently associated with Virtusa Systems India Private Limited, Hyderabad as Team Leader. Skilled in handling peoples by performing supervisory role thereby offering advice in planning, coordination, and technical aspects of the process by providing adequate technical expertise and solutions. Excel in communication, leadership, and problem-solving to enhance operational efficiency and team collaboration. Conversant in assessing customer feedback, evaluating areas of improvements & providing critical feedback.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Leader

Virtusa Systems India Private Limited
Hyderabad
02.2022 - Current
  • Conducted regular performance reviews and provided feedback to team members.
  • Developed strategies for improving customer service levels, productivity and efficiency.
  • Coached, mentored and trained junior team members on their roles and responsibilities.
  • Monitored staff performance through observation, audits and reports.
  • Provided guidance to team members in resolving complex issues or complaints.
  • Collaborated with other departments to ensure smooth operations of the team.
  • Assessed individual skill sets of team members and allocated tasks accordingly.
  • Organized weekly meetings to review progress against goals and objectives.
  • Established policies and procedures for the entire team to adhere to.
  • Analyzed operational data to identify areas requiring improvement or optimization.
  • Communicated regularly with senior management regarding project updates or changes.
  • Implemented systems for tracking employee attendance, leave requests, overtime.
  • Identified opportunities for process improvements to increase efficiency and effectiveness.
  • Prepared detailed reports outlining project status, accomplishments and challenges.
  • Maintained up-to-date records of all activities related to the team's operations.
  • Participated in recruitment processes such as interviewing potential candidates.
  • Managed day-to-day operations of the department while ensuring high standards of quality control.

Process Owner

Virtusa Systems India Private Limited
Hyderabad
06.2019 - Current
  • Developed and implemented operational strategies to improve customer service experience.
  • Created and maintained effective communication channels between team members, customers and vendors.
  • Analyzed data to identify areas of improvement in the operations process.
  • Monitored daily activities of associates to ensure compliance with established policies and procedures.
  • Implemented changes to reduce costs while maintaining quality standards.
  • Conducted regular performance appraisals for associates and provided feedback on their progress.
  • Coordinated with other departments to develop efficient processes for order fulfillment.
  • Identified training needs of staff and developed appropriate training plans for them.
  • Assisted in developing budgets for the operations department and monitored expenses against budget limits.
  • Provided guidance and support to team members regarding operational issues or queries raised by customers.
  • Formulated strategies to increase customer satisfaction levels by improving response time, accuracy of information.
  • Organized regular meetings with department heads to discuss key performance indicators related to operations.
  • Resolved conflicts between teams or individuals arising out of work-related issues.
  • Collaborated with senior management to define objectives, goals, and metrics for evaluating the success of operations initiatives.
  • Conducted regular audits on operations processes and procedures to ensure compliance with company standards.
  • Developed relationships with external stakeholders, such as suppliers and vendors, in order to facilitate smooth functioning of operations.
  • Coached employees to work together to carry out daily functions and meet service objectives.

Senior Quality Analyst

Virtusa Systems India Private Limited
Hyderabad
07.2019 - 12.2021
  • Played a major role as Sr. Quality Analyst, handled a head count of 85 agents for driving quality and sanity on the floor.
  • Participated in Global and Internal Calibrations, and drove specific mandates as set by the Client.
  • Conducted the training sessions for new hires and certified them based on their performance in evaluation tests.
  • Conducted Calibration within the Team/Team Leads and achieved consistent improvement in Internal QA Accuracy/Calibration Rate.
  • Prepared reports for Weekly, Monthly and Quarterly Business Reviews with the client.
  • Conducted Deep Dive Analysis on the performance of extractors/verifiers and initiated performance improvement action plans for the repeat defaulters.
  • Prepare Root Cause Analysis and Trend Reports.
  • Initiated activities like Dipsticks, Live audits, and given immediate 1-1 feedback to the defaulters.
  • Conducted Quiz Programs, Bi-Weekly Flyers & Monthly PKT's on the latest updates.
  • Conducted daily huddle sessions on team errors and also given 1-1 feedback to the individual agents.

Quality Analyst

Accenture India Private Limited
Hyderabad
03.2017 - 03.2019

Senior Analyst

Globallogic Pvt Limited
Hyderabad
09.2015 - 03.2017

Education

B.Tech. - Computer Science Engineering

C.M. Engineering College
Hyderabad, Telangana
04-2011

Skills

  • Operational Efficiency
  • Key Performance Indicators
  • Workforce planning
  • Scheduling and coordination
  • Employee Relations
  • Forecasting and planning
  • Standard Operating Procedures
  • Process Improvement
  • Performance Tracking
  • Employee Supervision
  • Policy enforcement
  • Staff training and development
  • Business Forecasting
  • New Employee Hiring

Accomplishments

  • Honored with "V-Star" award for consistently meeting SLA metrics despite having short on billable resources during WFH.
  • Received Quarterly ‘Top-Gun' award for Outstanding Performance

Languages

Telugu
First Language

Certification

  • Lean Six Sigma White Belt and Yellow Belt Certified.

Timeline

Team Leader

Virtusa Systems India Private Limited
02.2022 - Current

Senior Quality Analyst

Virtusa Systems India Private Limited
07.2019 - 12.2021

Process Owner

Virtusa Systems India Private Limited
06.2019 - Current

Quality Analyst

Accenture India Private Limited
03.2017 - 03.2019

Senior Analyst

Globallogic Pvt Limited
09.2015 - 03.2017

B.Tech. - Computer Science Engineering

C.M. Engineering College

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Shirisha Valluri