Thanooja
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
5
5
years of professional experience
Work History
Senior Representative, Operations
Concentrix Daksh Service India Pvt. Ltd
Bangalore
02.2019 - 02.2024
- Team Collaboration and Communication: Interacts with co-workers and supervisors to audit and troubleshoot, ensuring timely solutions
- Conducts daily/weekly meetings with the onshore team to discuss quality and address concerns
- Manages and prioritizes orders to ensure customer demand and production schedule are met
- Provides inputs for process improvements based on job trends and offers floor support
- Backup for SME and Team on their absence
- Process Improvement: Develops and implements procedures to meet quality, quantity, and timeliness standards
- Focus on driving automations and creating process artifacts and SOPs for easy reference
- Identifies and resolves conflicts, obstacles, and gaps impacting team performance
- Runs lean and continuous improvement projects to enhance quality and efficiency
- Leadership and Mentorship: Coaches and mentors less-experienced staff in procedures and insurance knowledge
- Provides direction, guidance, and support to team members for skill development
- Acts as a process trainer and quality auditor, ensuring team accuracy
- Client Relationship Management: Composes clear, polite, and well-organized emails to communicate with clients
- Anticipates client needs proactively and takes initiative in addressing them
- Provides implementable recommendations to the client and helps meet targets and goals
- Collaborates with the designated team to reduce defects and trends based on escalation reports
- Data Analysis and Reporting: Utilizes strong analytical skills to drive decision-making and identify process improvements
- Analyzes the root cause of processing problems, keeping the team, supervisor, and client informed of issues and solutions
- Ensure timely reconciliation and resolve any discrepancies
- Prepares various operational and business reports, including dashboards and monthly team accuracy, performance graphs, capacity data, and workflows reports
- Manages workflows, delegates tasks, and maintains capacity performance reports for internal stakeholders
- Automation and Technology Integration: Works on driving automation, collaborating with the team to design automated solutions
- Utilizes diagnostic information gathering and data analysis methods for system and process improvement
- Strategic Planning: Collaborates with the supervisor and shift team leads to manage and prioritize orders
- Renegotiates task time or schedules as necessary, ensuring target completion within defined TAT.
Education
MBA -
Jawaharlal Nehru Technological University
Anantapur06-2018
Bachelor of Arts -
Sri Venkateswara University
Tirupati03-2016
Skills
- Interpersonal Communication
- Quick learning and understanding of Policies
- MS Office Skills
- Training & Development
- People & Client Management
- Critical Thinking
- Team & Time Management
- Presentation Skills & Interpersonal skills
- Forecast and Scheduling
- Attention to Detail
Process-related Experience
- Life, Pension & Investments
- CPD - Changes of Customer Personal Details.
- COA – Changes of Customer Address
- P4L – Protection for Life
- Customer Success, Service & Operations
- UnderwriteMe
- Builds team relationships
- Customer centric
- Drive continuous improvement
- Customer Support
Awards
- GEM (Going the Extra Mile) Award - 2019
Recognized for consistently exceeding expectations and demonstrating exceptional dedication to achieving company goals.
- Performer Award – 2020, 2021, 2022
Honored multiple times for outstanding performance and contributions to team success, reflecting strong work ethic and results-driven mindset.
Languages
Telugu
First Language
English
Proficient (C2)
C2
Kannada
Advanced (C1)
C1
Hindi
Beginner
A1
Declaration
I hereby declare that the information furnished above is true to the best of my Knowledge and I will be committed to the job to which I have been assigned.
Place : Bangalore Thanooja
Date :
Timeline
Senior Representative, Operations
Concentrix Daksh Service India Pvt. Ltd
02.2019 - 02.2024
MBA -
Jawaharlal Nehru Technological University
Bachelor of Arts -
Sri Venkateswara University
Similar Profiles
Muhammed FaheemMuhammed Faheem
Senior Representative Operations at | Concentrix Daksh service India pvt ltd (Airbnb)Senior Representative Operations at | Concentrix Daksh service India pvt ltd (Airbnb)
Mahendra Kumar RKMahendra Kumar RK
SR. Representative Operations ( Content Reviewer) at Concentrix Daksh Service India Pvt LtdSR. Representative Operations ( Content Reviewer) at Concentrix Daksh Service India Pvt Ltd
Neeraj SinghNeeraj Singh
Sr. Executive at Concentrix Daksh Service India Pvt LtdSr. Executive at Concentrix Daksh Service India Pvt Ltd