Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sophia Richards

Sophia Richards

Bangalore

Summary

Highly motivated Associate manager successful at implementing strategic approaches to drive people management and performance. Recognized for performance excellence in HR , operations and customer care. Strong ability to drive profits, control costs and achieve continuous process improvement. Successfully motivated, trained and developed team members to drive profitability in a highly competitive environment.

Overview

23
23
years of professional experience

Work History

ASSOCIATE MANAGER - TA

Intouch CX
09.2022 - 08.2023
  • Delivered and implemented staff engagement, gender diversity and cultural programmes
  • Empowered staff members to contribute to continuous improvement, quality and growth of the company
  • Served as mentor to junior team members
  • Established customer-centric focus to build customer loyalty and retention
  • Hired, coached and trained staff, monitored performance and offered mentoring to junior team members
  • Generated daily operational and sales reports for corrective action or continuous improvement
  • Built and maintained loyal, long-term customer relationships through effective account management and rapport building
  • Collaborated with support personnel to solve diverse issues impacting different areas of operations
  • Lead and manage Recruiting Teams while developing effective recruiting practices for volume recruiting
  • Provide recruiting support for management and other departments, ensuring global recruiting strategies are implemented
  • Assist hiring managers with interviewing and selecting candidates for the right corporate culture and role fit
  • Support and help implement people-related change initiatives and recruiting deliverables
  • Support the development of strategic online recruiting
  • Track and report recruitment acquisition statistics while producing accurate and relevant metrics
  • Coach team members on development needs, career growth and learning opportunities
  • Help with special projects as needed.

Deputy MANAGER

Concentrix
Bangalore
02.2014 - 09.2022
  • Team Manager: Technical voice process: handled a team of 15-25 agents, responsible for training the new hires, coaching, mentoring the team, appraisals, client call calibrations, calibration of calls with the quality department, share client feedbacks with the team, motivating the team to do the best
  • Client management: calibration of calls with the client, share feedback on calls, check with the client on latest issues on the websites or unresolved issues within the process if any, Share the feedback of quality scores with the client and vice versa
  • Team Management: coaching, mentoring, training on new updates, feedback which include group and individual feedback when necessary
  • Conduct appraisals effectively
  • Identify issues with the team and resolve
  • Was most sought after for advice on calls, using positive affirmation, coaching conducted regularly and periodically
  • Responsible for training and updating the team and the process on client and process updates
  • Moved to HRBP in 2017 and assess candidates for various processes and conduct interviews as well, responsible for candidate data and attrition control of people hired
  • Training feedback and training the new Hires, educate the New Hires on the policy and procedures
  • Create a relationship with the ops management teams to make sure that the attrition is under control and no concerns regarding the hired individuals
  • Responsible for training delivery on various platforms with an audience ranging from 150-300 people along with data presentations and training materials
  • Worked on development of training materials with the L and D team to deliver the same
  • Surveys on training effectiveness as well
  • Protected and enhanced company reputation, promoting mission and values in all professional interactions
  • Fostered strong rapport with prospective clients and stakeholders to aid negotiations
  • Helped senior management plan and carry out daily operations and meet key objectives
  • Implemented strict quality standards for consistent company representation across multiple channels
  • Additional responsibilities handled are: Evaluating employees and identify weaknesses
  • Identify training needs according to needs
  • Based on research, plan and implement training programs that will prepare employees for the next step of their career paths
  • Recruitment of trainers
  • Lead, teach, onboard and evaluate new trainers
  • Make other trainers' schedules
  • Build quarterly and annual training program
  • Present all the technical and supply training requirements
  • Oversee employee attendance and performance
  • Track employee success and progress
  • Manage the production of program marketing material in collaboration with marketing team
  • Communicate all the training programs on a timely basis
  • Have a program announcement marketing strategy
  • Prepare and deliver training courses.

LEAD

Amazon
Bangalore
06.2012 - 11.2013
  • Handled a team of 15-20 people
  • Was into supporting the customers
  • Responsible for coaching, monitoring and mentoring team
  • Driving team stats and keeping the team motivated
  • Was handling escalations from the client end
  • Queue management
  • Responsible to channelize between different teams within the organization to make sure work process is smooth
  • Created plans and communicated deadlines to complete projects on time
  • Built and maintained courteous and effective working relationships
  • Developed ongoing programmes using good team communication and collaboration
  • Optimised team training and staff development
  • Managed complaints with calm, clear communication and problem-solving.

ACCOUNT MANAGER SME

AT & T
Washington
01.2009 - 02.2011
  • Telecom Inbound/Voice and non-voice process: Floor support lead, handling escalations, floor supervision, assisting the floor with help and support needed, total people handled was close to 70
  • Motivating the team to do the best
  • Team Management: Identify future floor support leads and provide the support and pathway for the best in the career
  • Provide constructive feedback and help to locate resources when needed
  • People Management: help the associates to improve their scores, ready to help when needed, worked to fulfil the vision of the company
  • Technical voice process: handled a team of 15-25 agents, responsible for training the new hires, coaching, mentoring the team, appraisals, client call calibrations, calibration of calls with the quality department, share client feedbacks with the team, motivating the team to do the best
  • Communicated with customers to immediately determine and resolve problems, avoiding escalation
  • Consistently met and exceeded department targets
  • Provided exemplary level of service to clients, maintaining and improving relationships for future business opportunities
  • Kept and managed records for assigned clients, serving as point of contact for account-related transactions and issues.

UNIT MANAGER

Mphasis
Bangalore
01.2001 - 01.2007
  • Built rapport with customers through courteous and professional communications
  • Assisted in fulfilment of customer orders placed in person, via email, online and by telephone
  • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals
  • Maximised customer satisfaction by resolving service issues promptly
  • Moved as unit manager in 2004
  • Analysed performance reports to improve manufacturing department strategy
  • Coordinated training and mentoring for team members, maintaining skilled and well-performing group
  • Incorporated information on long-term planning, economic indicators and supply constraints to build successful production strategies
  • Gave clear staff instruction to achieve production output
  • Conducted training on customer service processes for team members, reinforcing key learning criteria through day-to-day interactions
  • Established strong and successful policies for employee actions and customer interactions
  • Practised confidentiality in dealing with customers to comply with privacy laws and regulations
  • Addressed complex customer complaints calmly and professionally, providing valuable solutions to maintain customer loyalty
  • Continuously monitored self-performance to identify methods of boosting sales and improve techniques
  • Engaged in ongoing training to broaden knowledge, acquire more skills and improve performance
  • Use KPIs to measure milestones, obtain insight and verify progress
  • Examined complex issues to determine importance and urgency and escalated calls to manager.

Education

M.sc Science -

St. Joseph's college

Skills

  • Agile Methodologies
  • MS office
  • Work day
  • EWS management and analysis
  • HR policy guidelines
  • Compliance management
  • Improving and monitoring employee productivity
  • Training and career development
  • DEI
  • Change management and problem solving
  • Talent management
  • Conflict resolution
  • Data Analytical skills
  • Friendly, Positive Attitude
  • Public Speaking
  • Flexible and Adaptable
  • Organizational Skills

Languages

Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Kannada
Proficient (C2)
C2
Malayalam
Upper Intermediate (B2)
B2
Tamil
Intermediate (B1)
B1

Timeline

ASSOCIATE MANAGER - TA

Intouch CX
09.2022 - 08.2023

Deputy MANAGER

Concentrix
02.2014 - 09.2022

LEAD

Amazon
06.2012 - 11.2013

ACCOUNT MANAGER SME

AT & T
01.2009 - 02.2011

UNIT MANAGER

Mphasis
01.2001 - 01.2007

M.sc Science -

St. Joseph's college

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Sophia Richards