Shweta Malik

• Serving as a mentor to the team, assisting them in defining their goals, and crafting individual growth paths based on their competencies.
• 99% feedback acceptance ratio.
• Created monthly reports for senior management summarizing operational performance metrics.
• Conducted regular meetings with staff to discuss progress and identify areas of improvement.
• Resolved conflicts between employees by providing guidance on company policies and procedures.
• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Conducted performance reviews for team members.
• Coached, mentored and trained team members in order to improve their job performance.
• Enhanced team morale and retention through recognition programs and career development opportunities.
• Oversaw daily operations, maintaining efficiency and quality standards.
• Led team meetings and one-on-one coaching sessions to continuously improve performance.
• Established and monitored KPIs to evaluate performance and identify areas for improvement.
• Team List & Mapping - Maintaining team’s database including information of all new joiners – Active/Inactive status, Employee IDs, Product Line, Grade, Tenure, Manager Mapping, Email Addresses (both CG & Ciena), Contact details, Exit information, Role changes.
• Training Tracker - Fortnightly or need basis coordination with all TM & OMs, keeping a track of all the training emails received, updating Technical, Communication & Process training completion status as per client requirement.
• Accolades - Maintaining Appreciations received by Customers and Ciena month-on-month and preparing a Monthly slide.
• BGV Checks – Coordinating with PM for Purchase Order (PO), Raising request on portal, coordinating with team members and respective Managers, maintaining, and uploading the required documents to complete checks, coordinating with CG SPOC for the Approval letter to be shared with Client.

NHT

• Ensuring Communication, Technical & Process trainings are completed for every new joiner before he/she is moved to production.
• Communication training pre & post assessment scores are shared with the Operations team to maintain the Quality standards.
• Training content is revamped on need basis.
• Training plans are discussed with the Operations team before execution. Whereabouts for all the learners are shared in a timely manner.

Production Readiness

• Collaborating closely with mentors to ensure the Mentor/Mentee program runs smoothly.
• Ensuring the assets are in place, credentials are received & domain migration is completed before a team member is moved to production.
• Partnering with the IT team to resolve issues and escalating matters to project managers when necessary.

Customer Interaction (CI) Team

• Update SOP & ensuring the trainings requirements are met.
• Client discussions – ensuring smooth closure.
• Ensuring adequate internal mock calls are conducted to make the team members production ready.
• Worked with CI supervisors and MIS team to design CI scorecard, eventually meeting Manager’s expectations.
• Designing audit strategy and audit form for CI along with supervisors
• Ensuring the cases are audited for the team to improve their performance while on production.
• Arrange technical trainings for L0 engineers to understand the basic terminologies while on production.
• Ensuring CI supervisors collaboration with client for mock calls readiness.
• Active participation in EQI audit for CI team with Client for calibration.
• Corrective actions are taken for JIRAs, and closure timelines are ensured.
• Ensured all the process updates are shared with the team.
• Monthly volume analyzed and shared with client.
• Roster alterations are discussed and closed with CI supervisors.
• Mentor feedbacks are acknowledged for the team.
• Timely Audit Analysis for MOR & QBR.
• Operations issues are closely looked into, ensuring team’s collaboration and progress.
• Leave requests are catered to and documents are collected for medical exigencies for a longer duration.
• Daily sync-up with CI supervisors to ensure smooth operations.

WOR, MOR & QBR Inputs

• Have coordinated with MIS for WOR on need basis.
• Regularly working for MOR & QBR on CI KPI slide
• SLO Missed and Calls abandoned - discussing 1st level analysis with CI supervisors, scrutinizing the inputs, and sharing the 2nd level analysis with Operations team, to be able to articulate the required inputs for final slide.
• Incoming call Volume – Phone, Portal, Outage and System Compromised.
• SLO missed – 6 months trend and analysis.
• CI & L1 Audit team scores
• Attrition slide coordination with Manager for monthly voluntary & involuntary attrition %, calculation of monthly Ciena & Previous tenure
• Coordinating with Operations team for Training tracker including all STPs, TRMs, TOIs, Bulletin, Workday trainings, Internal & External Knowledge transfers.

IQA Inputs – Successfully closing the Internal Quality Audit with Ciena SOC POC – effortlessly coordinating on OTD, FDR & Metrics Dashboard, impeccably working on CAM sheet – Headcount & Additional effort, Risk register (RMS) and Opportunity Log, IRP, Competency & Development tracker (CODE), controlling other artefacts in CM & PM folder – knowledge sharing emails, process updates received from client and internal operations team, Minutes of Operational and Quality meetings, Learning meetings, Audit trackers for both Process & Communication teams, Ciena onboardings, Technical training emails.

Scorecard Inputs - Sharing team’s data with MIS team including audit inputs (Process, L1 & Communication – EQI audits), Team mapping, Exit inputs, Training emails. Collaborating with the Operations and MIS team to ensure accurate monthly scorecard preparation.

Rewards & Recognition

• Scorecard discussion is initiated with the Operations team.
• SPOT Award inputs are discussed.
• Void cases activity is executed every month and inputs are shared with the OMs to ensure no case is void without a valid reason.
• Awards budget is shared with the PM.
• Wall of Fame is maintained, feedback received and acknowledged for timely update.

• Managed and administered pension and medical benefits for retired Honeywell employees.

• Reservation & Ticketing for United Airlines