Sowhmiyaa S
Team Manager
Summary
An achievement-driven professional, with 15+ years of experience in Operations Management, Customer experience, & Customer Service/Quality. Highly motivated and result-driven person with extensive experience in managing teams and achieving positive results.
Overview
16
16
years of professional experience
Work History
Team Manager
Amazon Development Centre
03.2022 - Current
- Handling team of 20+ L2 associates and auditors
- Responsible for publishing and driving key performance metrics for Accuracy at site and network level
- Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
- Ensure closure and effectiveness of individual coaching feedback sessions, and one-on-ones that focus on operational excellence
- Collaborated with OI, Product, Tech and BI team in order to improve process, tech and build individual dashboards for Accuracy performance at network level
- POC from network in sharing the status and success of Game Day testing and assisting with any additional inputs from Accuracy
- Championing MAA site Accuracy WBR, MBR & QBR.
- Conducted engagement activities on Weekly, Monthly and Quarterly basis for associates and Leadership (L4+)
- Supported Hiring by conducting interviews for L2 associates
Assistant Manager (Activation & Retention)
SBI Cards Payments and Services Pvt Ltd
11.2015 - 03.2022
- Handling entire south On-boarding and Retention teams
- Conduct team huddles and update briefing sessions for any process related updates
- Regular training intervention to uplift the performance of the associates from the entry level to have stable performance onboard
- Responsible for team individual metrics and closely monitoring them to meet targets on daily basis
- Provided proactive leadership that mentors develops and guides teams members and share 100% feedback delivery to the team on quality
- Monitoring calls and escalation emails on weekly and monthly basis and ensure 100% feedback
- Setting up action plan for defaulters to meet performance metrics
- Handling escalation calls
- Responsible for monitoring and improving CSAT and FTR for the team
- Monitor core business related metrics and work closely with counter parts across other sites
- Planning daily activities based upon forecast
- Played key role on multiple projects like Dialer Strategy. Revamping Onboarding Script and Retention Tools
Team Leader ( UK & US Process)
Groupon India Pvt Limited
11.2012 - 08.2015
- Handled a team of 25+ associates
- Prepared reports for Weekly and Monthly Review for Team
- Ensure consistent delivery of SLA metrics and planning daily activities basis the forecast
- Team Huddles on daily basis to discuss any process updates, previous day performance and plan for the day
- Monitoring emails and provide feedback to associates
- Conducted refresher trainings to improve FTR and OTR for the process
- Prepared accurate reports on LOB's performance to senior managers and stake holders
- Conducted interviews for CSA's.
Subject Matter Expert (Team Leader for Voice Support for US Process)
Sutherland Global Services
05.2008 - 08.2012
- Handled a team of 25 associates
- Ensure consistent delivery of client set SLA metrics - Accuracy, Timeliness & Productivity
- Participate in Client Calls and presenting the Weekly Review to the Management and Client
- Follow up with customer for feedback and customer satisfaction
- Handle queries on escalation in both Voice and Non-Voice support
- Monitoring calls and emails and provides feedback on daily basis
- Shared daily reports on network performance to stakeholders
Education
Bachelor of Arts - Chemistry
Women's Christian College
Chennai 04.2001 -
Skills
Operations Management
Customer Experience
Document Writing and Presentation Skills
Performance Coaching
Stakeholder Management
Key Achievements :
Amazon :
Best Team Manager Award - Nov'23
Most Valuable Player Award - Q1'23
Game Changer Award - Sep'22
Going Extra Mile Award - Q2'22
SBI Cards :
Employee Of the year - 2020 - 2021
Best Team Manager Award - Jun'20
Sutherland Global Services :
Service Excellence Award - 2009
Personal Information
- Date of Birth: 06/27/1988
- Marital Status: Married
Accomplishments
- Played an integral role in participating daily tech calls, collating challenges, suggestions and process improvements on the tool to tech.
- Leveraging SME expertise on CXO integration, I trained 75% of the associates across the network
- Played a critical role in launching "GT Update" tool which helped auto updating 7 fields that were manually filled by associates. This helped effort reduction by 45 - 60 secs on an average for each task
- Lead one of the major Accuracy initiatives, Auto STRAY from MAA and driving it across network which was successfully launched in Apr'23
- Received “ CXQO Feature SME ” Phone Tool Icon for identifying the SOP gaps and challenges affecting the success rate of the project which helped tech team to fix the issue and meet UAT exit criteria
- Developed and created a new SOP for the project
- Trained 80% of the Accuracy associates and TMs across network
- 85% effort reduction observed which reduced the handling time of the skill set from15 mins to 2.15 mins in May'23
Projects at Amazon : Played a major role in 3 Tool enhancement projects in Accuracy.
CXO Integration :
Error Triage Tool Enhancement :
Auto-Stray :
Timeline
Team Manager
Amazon Development Centre
03.2022 - Current
Assistant Manager (Activation & Retention)
SBI Cards Payments and Services Pvt Ltd
11.2015 - 03.2022
Team Leader ( UK & US Process)
Groupon India Pvt Limited
11.2012 - 08.2015
Subject Matter Expert (Team Leader for Voice Support for US Process)
Sutherland Global Services
05.2008 - 08.2012
Bachelor of Arts - Chemistry
Women's Christian College
04.2001 -