Soujanya Venugopal
BENGALURU,India
Summary
An accomplished project management professional with over 7 years of experience in operations, contact centre design, strategic planning, and process improvement. Proven expertise in leading cross-functional teams, driving project success, and ensuring adherence to timelines and budgets. Skilled in optimizing operations to enhance customer experience metrics and achieve organizational objectives.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Wakefit Innovations Pvt Ltd
06.2022 - Current
- Orchestrated and executed service delivery strategies
- Managed support operations and ensured optimal customer satisfaction
- Collaborated with cross-functional teams to address customer needs
- Spearheaded the elevation of organizational NPS
- Spearheaded implementation and integration of RPA tools to automate and streamline the reviewprocesses, optimizing efficiency and accuracy while reducing manual effort and Cost.
Assistant Manager
Trell Experiences Pvt Limited
08.2021 - 03.2022
- Identified and capitalized on opportunities through customer feedback analysis
- Developed and executed key performance metrics, leading to process improvements
- Implemented efficient complaint resolution processes and supervised a team of 83 members acrossmultiple channels.
Assistant Manager
Girnarsoft Education Services Pvt Ltd
10.2019 - 03.2021
- Played a pivotal role in driving 3000+ admissions across top universities
- Managed South Admissions & Client Relationships, designing successful campaigns
- Oversaw the execution of the strategic admission counselling team's performance.
CureFit Pvt Ltd
10.2018 - 10.2019
- Implemented tailored training programs, enhancing employee skills
- Utilized decisive problem-solving to address customer issues effectively
- Monitored project performance and recommended enhancements in training programs.
Assistant Manager
Concentrix Technologies Ltd
05.2017 - 10.2018
- Conducted comprehensive performance evaluations and implemented quality control measures
- Supported employee development through coaching and training initiatives.
Senior Customer Support Executive
Aegis Ltd
07.2015 - 06.2017
- Provided guidance and training to team members, enhancing their performance
- Analyzed production metrics, suggested procedural modifications, and updated process manuals.
Education
BCA - Computer Application
Ch. Charan Singh University , Meerut
India 06.2012 - 06.2015
MS - Data Science
Liverpool John Moores University
United Kingdom 07.2023 -
Skills
- Project planning, execution, and control
- Stakeholder engagement and management
- Risk assessment and mitigation strategies
- Process optimization and improvement
- Team leadership and motivation
- Vendor management and contract negotiations
- Technical Proficiencies Microsoft Office Suite Project Management Tools (Jira, Trello) CRM Software
- Communication Platforms (Zoom, Slack) Data Analytics Tools
- Key Achievements
- Elevated Org level NPS by 20 points through strategic initiatives
- Significantly reduced complaint resolution time, improving customer satisfaction
- Successfully implemented processes resulting in improved lead conversions
Languages
English
Fluent
Hindi
Fluent
Telugu
Fluent
Tamil
Fluent
Timeline
MS - Data Science
Liverpool John Moores University
07.2023 -
Wakefit Innovations Pvt Ltd
06.2022 - Current
Assistant Manager
Trell Experiences Pvt Limited
08.2021 - 03.2022
Assistant Manager
Girnarsoft Education Services Pvt Ltd
10.2019 - 03.2021
CureFit Pvt Ltd
10.2018 - 10.2019
Assistant Manager
Concentrix Technologies Ltd
05.2017 - 10.2018
Senior Customer Support Executive
Aegis Ltd
07.2015 - 06.2017
BCA - Computer Application
Ch. Charan Singh University , Meerut
06.2012 - 06.2015
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