Sneha A M

Team Leadership and Management:

· Lead a team of 20 employees, providing guidance, coaching, and mentoring to ensure high performance and productivity across 3 different POD's in the project

· Develop and implement strategies to optimize team performance and efficiency, including goal-setting, performance evaluations, and professional development plans.

· Foster a positive and collaborative work environment, promoting teamwork, open communication, and a culture of accountability.

Operational Excellence:

· Oversee day-to-day operations, including workflow management, resource allocation, and task prioritization, to meet project deadlines and deliverables.

· Identify process inefficiencies and implement improvements to streamline operations and reduce errors

· Develop and maintain standard operating procedures (SOPs) to ensure consistency and compliance with company policies and industry regulations.

Risk Management and Compliance:

· Identify potential risks and issues affecting operations and develop contingency plans to mitigate adverse impacts on project timelines and deliverables.

· Ensure compliance with industry regulations, company policies, and quality standards through regular audits, inspections, and training programs.

Continuous Improvement:

· Drive a culture of continuous improvement, encouraging team members to share ideas for innovation, efficiency gains, and process optimization.

· Monitor key performance indicators (KPIs) and metrics to evaluate operational effectiveness and identify areas for improvement, implementing corrective actions as needed.

• Review operations on daily basis, ensuring schedules are met and all tasks are Accomplished.
• Provide instruction to team members in order to guide them in their responsibilities and encourage more successful work, communicating clearly and accurately.
• Monitor and manage daily, weekly, monthly and quarterly activities before deadline.
• Created SFDC queries, merge data and reports on ad-hoc basis.
• Maintain performance transparency with team members to keep them informed on their performance, motivate, train them on the grey areas to improve productivity and Individual’s interest.
• Conduct frequent team meetings to inspire the team on the goals achieved and to be achieved in a specific timeline.
• Synchronize other team leads from other locations regarding the process and guidelines on a highly dynamic work environment.
• Manage escalations to ensure quality deliverables.
• Client face for all escalations, POC for day to day activities, Weekly meetings with the clients on various SLA’s and deliverables.
• Work Force Management- Assigning live cases and handling day to day reports.
• Manage a team of 15-20 Senior Technical Analysts and ensure that all key metrics of performance as per the Client SLA.
• Managing Google dashboards to display various real time monitoring reports.
• Working on Goal Cards, performance reviews and ratings every quarter
• Managed data analytics, business data, reporting and manage weekly/Monthly/Mid-yearly data
• Produced detailed reports outlining performance against benchmarks.
• Contributed to interviewing process and made new hire recommendations.
• Encouraged and promoted ideas aligned to business needs and benefits.
• Conducted root cause analysis in deficient areas to identify and resolve central issues.

• I started as an implementation specialist.
• I used to handle adwords and analytics based code implementations, campaign creation and management, also analyze and report on visitor data and devise new ways to market products.
• I moved as an escalation specialist in 6 months.
• I moved to the Quality team in a year and worked with the team for about 8 months.
• I was promoted to lead the Quality team

My responsibilities were as follows

• Set objectives and establish the goals that employees need.
• Organize task, co-ordinate allocation, and set right roles for the right people.
• Establish targets.
• Improve process and Quality.
• Incharge of building Quality Guidelines.
• Monitor the Quality performance of the Process and build strategies to enhance the performance

• I have been a trainer and performance coach at a few organizations.
• I train individuals on corporate skills, customer service techniques and behavior management.
• I also assist in creation of training modules, client interaction / stakeholder management and Training-needs-analysis (TNA).
• I have been associated with a variety of training programs as a Consultant / freelance Behavior Management, Soft skills and Intervention trainer and a scalable performance coach.
• I have trained at HP India, L&T Infotech, BIAL and more.

• Audit calls for Associates based in India and Overseas
• Possess Strong analytical, numerical, verbal reasoning skills and a sound technical knowledge.
• Met and exceeded all operational SLAs.
• Monitoring and giving feedback to agents who support our business across the globe.
• Presented the current process and the challenges faced by the current process by doing an analysis and handled calibrations with the clients on a weekly basis.
• Handled escalation calls on the call-floor and conducted floor support.
• POC for calibrations and Quality guidelines management

• Handling calls for an Australia based technical and service process.
• Handled both Technical and Billing related calls.
• Handled escalation calls on the call-floor and conducted floor support.
• Assisted in the OJT process.
• Elevated to the position of Senior CSR in 15 months (July 2010).
• Presented innovative call handling skills to a team of Senior managers and Clients.