Summary
Overview
Work History
Education
Skills
Accomplishments
On Job Training
Timeline
Generic

Shruthi Kumar Mende

Telangana

Summary

Adept Senior Quality Specialist & Process Trainer with a proven track record at Synchrony Financial Services, enhancing team performance and quality management systems through effective training and quality auditing. Leveraged customer complaint handling and corrective action planning skills to refine processes, achieving significant improvements in associate performance and compliance.

Overview

22
22
years of professional experience

Work History

Senior Quality Specialist & Process Trainer

Synchrony Financial Services
Hyderabad
07.2016 - Current
  • Monitoring calls and providing 360-degree feedback to improve the overall performance of the associates.
  • Identifying trends, best practices, the achievement of goals and objectives, and areas of improvement by monitoring calls and providing analysis to the management.
  • Developed and acted upon insights gained through ongoing quality monitoring.
  • Providing feedback to management regarding associate behavioral patterns identified through the monitoring process (Canton, Kettering, Cebu, and Orlando associates).
  • Attending calibration sessions to drive consistency in scoring patterns.
  • Detected compliance deficiencies and suggested improvements for process refinement.
  • Trained new hires ensuring swift adaptation to company processes.

Corporate Process Trainer

GE Money
Hyderabad
12.2003 - 07.2008
  • Trained new employees through personal coaching sessions.
  • Executed initiatives to eliminate non-value-added tasks, thereby boosting overall productivity and manpower utilization.
  • Enhanced team member growth through continuous assessments.
  • Managed conference calls with American counterparts to ensure efficient process transitions.
  • Mentored, coached, and motivated team members for enhanced performance and quality.
  • Implemented comprehensive development plans aiming at defect reduction.
  • Assessed processes to pinpoint key development areas for team members.
  • Creating actionable improvement plans that outline goals and responsibilities for analysts.
  • Create job aids, training modules, and aging reports for better team performance monitoring.
  • Served as a Subject Matter Expert for support services functions.
  • Led team huddles and training sessions to ensure understanding of process updates.

Process Associate & Phone Bank Operation

G E Capital International Services
Hyderabad
07.2002 - 12.2003
  • Resolved customer billing questions efficiently.
  • Transferred validated customer issues to research teams.
  • Reviewed and approved credit applications.
  • Granted approval for Joint and Secondary card holders.
  • Execute processing of service and membership renewals efficiently.
  • Detected and identified fraudulent credit card activities.

Education

B. Com - Bachelor of Commerce

St. Pious Degree College
Nacharam
04-1998

Intermediate Certificate - Civics, Economics & Commerce

St. Pious Junior College
Ramnagar
04-1995

High School Diploma - Maths, Social, Science, Sanskrit,

St. Ann's High School
Tarnaka
04-1993

Skills

  • Customer complaint handling
  • Quality auditing
  • Supplier quality management
  • GMP compliance
  • Corrective action planning
  • Quality management systems

Accomplishments

  • Won the America’s award in November 2006.
  • Star awards for 100% quality without defects.
  • EVV for better customer experience and Process improvements.
  • Well versed in both front-end and back-end processes of the business.
  • Helped in the Defect Analysis and Process Improvement Initiatives. This was to help in improving the Sigma Levels of the Process.
  • Aiming for the achievement less Quality defects. “Watch Out” ppt’s were rolled out.
  • Received Energy G.E. award for initiating and implementing the idea for the process.

On Job Training

  • Multi skilled to demonstrate outstanding skills, Knowledge, Judgment, Initiatives and energy on the job.
  • Consumer Compliance Guidelines
  • Effective Communication
  • Support Services Training – RSF, ACDV
  • Developing Self-Excellence. (DSE)
  • Conference Call Essentials
  • Team leading essentials. (TLE)

Timeline

Senior Quality Specialist & Process Trainer

Synchrony Financial Services
07.2016 - Current

Corporate Process Trainer

GE Money
12.2003 - 07.2008

Process Associate & Phone Bank Operation

G E Capital International Services
07.2002 - 12.2003

B. Com - Bachelor of Commerce

St. Pious Degree College

Intermediate Certificate - Civics, Economics & Commerce

St. Pious Junior College

High School Diploma - Maths, Social, Science, Sanskrit,

St. Ann's High School
Shruthi Kumar Mende