ANEELA VARANASI
Rayagada
Summary
Operations leader with a focus on enhancing team performance and client satisfaction at WNS Global Services. Achieved over 98% compliance with service level agreements through effective monitoring and escalation management. Experienced in mentoring and implementing process improvements, promoting a culture of excellence and efficiency within large teams.
Overview
5
5
years of professional experience
Work History
TEAM LEADER - OPERATIONS
WNS Global Services Pvt. Ltd
Visakhapatnam
07.2020 - Current
- Lead a team of 150 associates in daily operations, workload distribution, and performance monitoring.
- Serve as the primary point of contact for client communication through email and virtual meetings, ensuring timely and professional correspondence.
- Manage and track Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring 100% adherence to client standards.
- Perform regular audits to identify gaps and implement process improvements.
- Prepare and present performance reports to internal stakeholders and clients.
- Mentor and train new team members to ensure consistent performance and productivity.
- Handle escalations with a resolution-oriented approach, maintaining high client satisfaction.
- Coordinate with cross-functional teams to ensure seamless service delivery.
- Successfully maintained SLA compliance above 98% across all reporting cycles.
- Streamlined the client escalation process, reducing issue resolution time by 30%.
- Implemented strategic plans to enhance team performance and productivity.
Education
BACHELOR OF COMMERCE - ACCOUNTS
Rayagada Autonomous College
Rayagada01.2019
INTERMEDIATE - M.E.C
Rayagada Junior College
Rayagada01.2016
SECONDARY SCHOOL CERTIFICATE - 10TH CLASS
GBM High School
Rayagada01.2014
Skills
- Microsoft Office applications
- Virtual communication tools
- Real-time performance dashboards
- Ticketing systems management
- Root cause analysis
- Team leadership
- Client communication skills
- Service level agreement monitoring
- Key performance indicator tracking
- Escalation management
- Process improvement strategies
- Reporting and documentation
- Performance coaching techniques
- Workflow optimization methods
- Quality control practices
- Auditing processes
Awards
Performance Award, WNS Global Services Pvt. Ltd, 12/31/23
Languages
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Telugu
Native
Native
Affiliations
Chief Health Officer - CHO
Timeline
TEAM LEADER - OPERATIONS
WNS Global Services Pvt. Ltd
07.2020 - Current
BACHELOR OF COMMERCE - ACCOUNTS
Rayagada Autonomous College
INTERMEDIATE - M.E.C
Rayagada Junior College
SECONDARY SCHOOL CERTIFICATE - 10TH CLASS
GBM High School