SUSHMA RAVINDER MITTAPALLI

• Acted as a Subject Matter Expert (SME), regularly interacting with clients from the U.S. And leading Weekly Business Review (WBR) meetings to provide updates and address key concerns.
• Performed quality audits on sample outputs, ensuring adherence to process standards and accuracy benchmarks in the role of a Quality Analyst.
• Served as Pod Lead, managing end-to-end responsibilities for new batches, including training, onboarding, and process orientation for new team members.
• Facilitated knowledge transfer sessions as a trainer, fostering ongoing support to sustain high productivity and quality standards across the team.
• Worked as a Proactive Partner Expert Manager for the YouTube process, engaging with top creators to provide guidance on channel analytics, and support them in optimizing performance and growth.

I am currently employed in a highly recognized organization, ranked 5th as a Great Place to Work in Asia (GPTW).

In my role, I am responsible for overseeing the overall functioning of operational processes, identifying areas for improvement, and implementing effective strategies to enhance the performance of agents.

My focus is on optimizing customer satisfaction through continuous agent training and process enhancement.

I work in an e-chat environment where I manage dual and triple concurrency scenarios, addressing real-time customer inquiries. The customers I support utilize Synchrony Bank credit cards, including CareCredit and various Payment Solution cards, which consist of both dual-purpose and store-specific cards.

My responsibilities include providing immediate assistance to agents by resolving live queries, particularly those related to payment transactions, and customer account issues. Additionally, I am proficient in handling payment processing, ensuring accurate allocation of payments, and managing sensitive customer information with the utmost care and security.

As a Transportation Specialist I at the Relay Operation Centre (ROC), I worked within the Reactive Scheduling team for the North American Region, focusing on Level 3 Supply Chain Management.

My role involved facilitating communication between external parties through emails, cases, and WIMS, ensuring the smooth flow of information.

I coordinated transportation logistics to ensure the timely delivery of packages, and managed scheduling and routing to optimize freight operations.

I analyzed transportation data to identify opportunities for improvement, and collaborated with vendors to enhance shipping processes.

Additionally, I ensured compliance with safety regulations and company policies while supervising loading and unloading activities at terminals or warehouses. I also assisted in training new team members on transport protocols, and resolved shipping issues through effective communication with stakeholders.

As a Process Specialist in the Blueticks Process, I provided customer chat and email support for the payments process. Within the Trust and Safety (T&S) department, I was responsible for categorizing reported chats and conducting content reviews, where I consistently achieved over 99% accuracy. I earned numerous cheer points and rewards, and I was recognized as the best Genome scorer, consistently ranking at the top across the organization.

As a process expert, I played a key role in ensuring quality and providing support throughout the process. My responsibilities extended to labeling, data creation, editing, analysis, and content data management, where I contributed to maintaining high standards and efficiency. I was also actively involved in identifying areas for improvement and offering guidance to the team to optimize overall performance.

In the Personal Loans department, I was responsible for preparing calling data for a team of 11 executives. Additionally, I generated Management Information System (MIS) reports and other relevant statements for four relationship managers, with the goal of providing the management team with key insights into process operations.

My work contributed to informed decision-making and supported critical business processes.