SIDDHANTH VADICHERLA

Team Leader – Truckstop (Client: RMIS - Registry Monitoring Insurance Services), Firstsource Solutions Ltd. | July 2024 – April 2025

• Led a team of 25–30 associates for a critical LOB (RMIS – Registry Monitoring Insurance Services) within the Truckstop account, ensuring consistent performance, adherence to SLAs, and team development.
• Oversaw 4–5 LOBs, including Sorting/Noting, Data Entry, Implementation, and Reporting, with personal responsibility for the Implementation and Reporting streams.
• Managed the Data Entry LOB, the most critical component of the RMIS process, which involved entering insurance certificate details into the client tool Cert Tracker for validation and client approval—a prerequisite for load board sanctioning.
• Conducted daily quality audits (10+ per day) to monitor accuracy, provide feedback, and ensure process adherence in a high-stakes pilot project, where all team members were new.
• Collaborated with cross-functional stakeholders to streamline workflows, enhance process understanding, and support smooth project onboarding.
• Recognized by the Truckstop Client Manager with the 'OJT Superstar' Award for outstanding performance and seamless execution during the pilot project launch phase.
• Implemented daily performance tracking mechanisms and dashboards to monitor team KPIs, improving visibility and accountability across all LOBs.
• Played a pivotal role in process documentation and SOP development, ensuring consistent and standardized task execution.
• Liaised directly with the client-side operations team to communicate updates, clarify ambiguities, and present audit findings, strengthening client confidence.
• Conducted regular team huddles and performance reviews to motivate the team, address challenges, and maintain a high-performance culture..
• I took the initiative in cross-training team members across LOBs to build flexibility and backup coverage within the team.
• Contributed to weekly and monthly client reports, summarizing team performance, audit trends, and improvement plans.

Client – Verizon (U.S.-based telecommunications)

• Managed a team of 15 FTEs to achieve KRA.
• Reviewed daily performance metrics to meet service level requirements.
• Oversaw queue management and addressed escalations effectively.
• Handled support calls and implemented heat-checks to enhance customer experience.
• Audited calls and provided real-time insights to improve quality.
• Participated in daily management huddles, calibration sessions, and leadership meetings with clients.
• Achieved 2-hour repeat and transfer targets consistently.
• Executed technical troubleshooting for each call to ensure seamless service delivery.

Client - UK-based company with multiple tie-ups.

• Managed a team of 15 associates to uphold K.R.A.
• Delivered strategies to reduce shrinkage and attrition, achieving SLA targets.
• Reviewed daily and monthly performance metrics, offering feedback for improvement.
• Facilitated new hire and tenured training to enhance skills and career advancement.
• Presented daily and monthly Business Production Reports to team and management.
• Conducted interviews for agent and support roles to strengthen team capacity.
• Promoted ideas that aligned with business needs to drive operational benefits.
• Enforced compliance with regulatory and company policies to ensure workplace safety.

Client: Axis Bank Limited; handled the Home Loan vertical for PAN India.

• Leveraged over three years of expertise in banking, home loan operations at AXIS Bank
• Managed a team of 45 to 55 associates, driving performance and accountability.
• Oversaw queue management and escalated issues for timely resolution.
• Conducted pre-shift and post-shift briefings to align team objectives.
• Participated in internal and external calibration sessions to enhance service delivery.
• Handled outbound, inbound calls, and emails efficiently to meet client needs.
• Maintained average handling time (AHT) within established targets.
• Controlled attrition and shrinkage rates while achieving CSAT targets.