Vandana Yadav

• Currently leading a span of 84 headcount, which spans across 4 managers, my team is responsible for performing risk assessments on manual sidelines orders made in the US, GB, AU/SG, along with 16 other smaller stores, and meeting the deliverables across 5 quality metrics: productivity and hygiene, while maintaining the SLA above 95%.
• Improved performance metrics for the gift function by reducing incorrect enforcement actions on ISR by 28% and decreasing customer chargebacks by 45% through enhanced quality control measures, such as the introduction of MO patterns, revised SOPs, regular knowledge tests, and BQ management.
• Implemented a weekly QuickSight reporting system to track and optimize key hygiene metrics, resulting in a 70% improvement in hygiene quality accuracy.
• Led the clustering for the Payment Risk Operation team and got cross-skilling closed for critical queues/categories, which helped in consistently meeting the SLA, improved the high idle time, and led to headcount optimization with a saving of 6 HC.
• Lead the automation and creation of a tracking tool to improve the quality accuracy on hygiene metrics to save 14M grams of loss between WK48 and WK10 data analysis.
• Successfully launched the YODA tool for the Gift Card function in Q3 2023, developing comprehensive content management protocols, and onboarding 280 investigators, which improved processing efficiency and provided regular updates.
• Introduced the hygiene level metric to reduce incorrect cancellation actions by investigators, which are leading to customer complaints and metric manipulations.
• Lead the annual talent review for my function, covering 370 logins' performance and meeting the bell curve requirement for the business.
• Handle escalations for the team that looks after executive, Jeff Bezos, and product team escalations across the US, GB, and GCAP payment type-related escalations, and help in providing the resolution within 24 hours of the committed SLA.
• Lead the annual peak event across Amazon India Festival Sale, Turkey 12 event, which spans across 18 stores in November and December.
• Leads the quarterly business review and monthly business review, which showcase performance trends, highlights, lowlights, way forward, and any hotly debated topics to keep the leaders informed and aim for a collaborative approach to solve the issues.
• Led successful change initiatives, ensuring seamless transitions during the user interface change from Nautilus to Paragon, which provided more flexible features for the ML team to incorporate based on customer and business needs.
• Launched a guided workflow to improve overall quality defects for bad debt from 216 BPS to 70 BPS in corporate accounts, and plan to scale up to other categories to improve overall quality accuracy.
• Worked with the Product team to launch a new metric, ATO FPR, and lead initiatives like repeat sanitization improvement, customer call adoption, and sani ace guidelines to get more accurate false positives from customers, and currently trending at 49% against the goal of 72%.

Barclay card Recruitment Team

• Have worked in different domains of Credit card departement where handled service delivery academy , barclaycard application team, and superservers team who was specialized in dealing with complex queries and complaints.
• In each of the phases, I managed a team of 20-22 process advisors who were responsible for driving complaints under 3%, processing applications for new cards within 15 minutes, achieving above 95% SOP adherence, and meeting an NPS target of 65 for superservers.
• In BCR Process, my team ensured to provide resolution on queries received through non-telephony processes via email, and helping the customer with their application statuses. Dealing with inquiries about customer applications made in the Barclays branch, and helping to complete the application by collaborating with the offshore MU Team. Conducting refreshers on the new credit card process on a regular basis. Taking new batches through training modules to impart excellent customer service.
• Driven by the performance metric on productivity and quality, we exceeded the goal with a positive variance of 17.5% on AHT and an NPS above 70.
• Ensure monthly audits are compliant with Barclays' risk framework and score 100% on a monthly basis.
• I lead NPS improvement for indiate site via communication. Process improvement, BQ management, and rewards and recognition which helped to improve NPT from 54 to 75 in the customer service team.
• Driven the project to reduce the average handling time from 22 minutes to 15 minutes by eliminating redundant steps and enhancing the customer onboarding experience for Barclay card.
• Maintained an attrition rate of below 2% throughout the year.
• Service Delivery Academy.
• Handled the nesting period of the process advisor joining right after the process training, and delivering exceptional customer service by maintaining key metrics like NPS above 60, with quality above 95%, and AHT at 300 seconds.
• During the stint, I successfully converted five batches, with a conversion rate of 98%, within six months of the probation period.
• Introduced mechanisms such as the Weekly Knowledge Test, calibration with quality and senior advisors, and driving communication.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

Project and accomplishment.

• Handled two migrations for customer service at Barclaycard, where I visited Middlesbrough, UK, to set up a new team on complaints, with a first call resolution target of 95%, and customers not calling back within 15 days.
• As part of the Business Continuity Plan, I helped set up a Barclaycard application team in Mumbai by delivering training, handling the embed period, and setting the performance trend for a smooth customer experience.
• Awarded six times for stewardship principles in driving projects for customers, colleagues, and NPS.