Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Sujatha Oruganti

Assistance Manager – Learning & Development
Hyderabad,TG
Sujatha Oruganti

Summary

3 years of experience in Collections & Customer Service in Financial Services Sector 2 year experience in Customer Communication Training Certified to accredit Call coaches 3 years of experience in student counseling and branch coordination for SQL & ISB

Developed in fast-paced retail environment, focusing on team leadership and operational efficiency. Skilled in resource management and customer service excellence, seeking to transition into new field. Eager to leverage transferrable skills to contribute to new and challenging role.

Personable and organized with talent for effective team coordination and problem-solving. Possesses solid grasp of operational procedures and excels in managing daily tasks and customer interactions. Ready to drive efficiency and support organizational goals through proactive leadership and strategic planning.

Overview

15
years of professional experience

Work History

HSBC Data Processing India Ltd

Assistant Manager – Learning & Development
06.2002 - 03.2007

Job overview

  • To create, plan and monitor the Quality of Outbound Collections in regards to Soft Skills & Linguistics for Household - Consumer lending which is a 265 FTEs strength.
  • To liaise with the Vice-President- Household - Consumer lending in regards to the Training plan designed for the process and its effectiveness and upgrading it on a consistent basis.
  • Responsible for the selection & accreditation process for call coaches.
  • Responsible to ensure regular quality calibration is completed for all call coaches in my portfolio.
  • As a part of the Language, Culture & Customer Communication conducted the Voice Assessments, a critical recruitment stage.
  • Prepare the MI for the training department.
  • Monitor the performance of Call Coaches across HDPI [Hyderabad] on a consistent basis.
  • Certified and accredited to use the ‘Voice Assessment Rubric' across India and Malaysia that was formulated by the British Council to conduct interviews and certify CSRs for a Voice/Non-voice based process.
  • Pioneered the new recruitment process as was the first Interlocutor chosen to conduct the interview.
  • Designed a performance review program to monitor the consistency among the Assistant Managers – Call Coaching and the Call Coaches which is under use and in the process of being rolled out to all the GSCs across India.
  • Designed the entire Training Module [process specific] for the US – Inbound Collections and a questionnaire which is being used in the US.
  • Accredited in the shortest span of 12 sessions as a Certified Call Coach.
  • Identified the primary limitations of the CSRs in regards to linguistics within Consumer lending and designed four training modules to develop them.

HSBC Data Processing India Ltd

Customer Service Executive
01.2002 - 06.2002

Job overview

  • Inbound & Outbound Collections
  • Front End and Mid-Range collections (30-60 days delinquent).
  • Handling complex issues like bankruptcy, debt management, insurance etc. Always believed in placing myself in the customer's shoes and working with them.
  • Strong believer in the 'Time is Money' concept. Had to manage the dialer in my process where the asking rate was 8 ½ hours a day. Always respected deadlines and targets.
  • Handling all in-bound customer queries. Accepting payments and working with them in building up their credit report.
  • Trained in educating the customer in regards to his credit.
  • Involved in motivating teams to reach targets.
  • As part of the frontline customer service in Direct Banking correspondence have been in direct interaction with customers. The job involved understanding the customers' needs and providing appropriate services / products.
  • Maintained the audit report for the team, which helps in the performance analysis and productivity tracking of individuals based on their quality and productivity.
  • My role as a credit card specialist actively involves interacting with customers and the business area on telephones, emails and conference calls.
  • Being a member of the Internal Audit Committee (T1 audit team) the job required creating awareness amongst PE's and AMO's regarding audit and compliance to ensure that the requirement is met. Also, conducting audit checks to ensure teams comply with the standards.
  • Ensured successful remigration of a major portion of the credit cards conversion to Household (another group acquiring). The transition was an important phase as it involved decision making, which was not in the scope of procedures.

GE Capital India Ltd

Process Associate
10.2001 - 03.2002

Job overview

  • I have handled frontline customer service for GE's client JC Penny for enquires relating to credit cards.
  • Have also been responsible in a dual role for handling complaints and grievances.

Indian School of Business

Coordinator Student Academics
04.2000 - 04.2001

Job overview

  • Handled walk-in and email enquiries.
  • Administration and maintaining student database.
  • Coordination and Verification of documentation for enrollment.
  • Coordinated with GMAC for GMAT and TOEFL.
  • Screened application procedure and forward them to the academic director's of Kellogg, Wharton and London Business School.
  • Responsible for the certification process and compliant to the standards of ISO9001.
  • Coordinated with Oracle Software (India), Lotus Inc, IBM & Microsoft who are SQL's business alliances for course material and certification.

Education

Rajasthan University

Bachelor's degree from Arts

University Overview

Maharshi Vigyan College

MEC

University Overview

Skills

Operations management

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Accomplishments

Accomplishments

• Certified and accredited to use the ‘Voice Assessment Rubric’ across India and Malaysia that was formulated by the British Council to conduct interviews and certify CSRs for a Voice/Non-voice based process.

• Pioneered the new recruitment process as was the first Interlocutor chosen to conduct the interview.

Timeline

Assistant Manager – Learning & Development
HSBC Data Processing India Ltd
06.2002 - 03.2007
Customer Service Executive
HSBC Data Processing India Ltd
01.2002 - 06.2002
Process Associate
GE Capital India Ltd
10.2001 - 03.2002
Coordinator Student Academics
Indian School of Business
04.2000 - 04.2001
Maharshi Vigyan College
MEC
Rajasthan University
Bachelor's degree from Arts

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Sujatha OrugantiAssistance Manager – Learning & Development