Vinaya Balajee Togara
Hyderabad
Summary
Expert in quality control and data analysis at Genpact India Pvt. Ltd, I successfully guided teams in resolving complex issues, ensuring accuracy in rebate calculations, and driving continuous improvement initiatives.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
4015
4015
years of post-secondary education
Work History
Process Developer
Genpact India Pvt. Ltd.
Hyderabad
08.2015 - Current
- Manage day-to-day operations for analyzing customer interactions across chat, email, and phone channels
- Ensure timely identification of root causes of dissatisfaction by analyzing customer interactions.
- Coordinate with Subject Matter Experts (SMEs) and Frontline Managers (FLMs) to provide targeted feedback to agents for agent-controllable issues.
- Conduct training sessions to improve customer experience by equipping agents with skills for exceptional service.
- Leverage critical thinking and audit findings to identify the root causes of customer dissatisfaction and usability issues.
- Provide mentorship by guiding new joiners on process knowledge as a Subject Matter Expert (SME).
- Contribute to operational efficiency by suggesting well-supported product and process improvement ideas.
- Analyzed customer feedback to enhance product offerings and improve user experience.
- Collaborated with cross-functional teams to identify and eliminate process bottlenecks.
- Conducted training sessions to enhance team capabilities in process adherence and quality standards.
- Executed user satisfaction surveys to gather insights and inform process refinements.
- Championed initiatives that fostered a culture of continuous improvement and accountability.
- Investigated root causes of problems identified in existing processes.
- Created reports detailing the results of process improvement initiatives.
- Provided training to staff on newly implemented processes and procedures.
- Managed multiple applications simultaneously, prioritizing tasks to meet deadlines.
Education
Master of Science - Computer And Information Systems
SVKP And Dr KS Raju Arts And Science College
PenugondaBachelor of Science - Computer Science
Sri Y N College
NarasapurSkills
- Team management
- Process improvement
- Quality control
- Escalation management
- Mentoring
- Communication skills
- Conflict resolution
- Data analysis
- Continuous improvement
- Critical thinking
- Problem solving
- Insight generation
Projects
1. Survey reminders, Implemented a process improvement to send customer satisfaction surveys within 24 hours (previously 48 hours) and in two intervals to significantly increase response rates. Introduced pop-up survey reminders (via email/Play Store notification/message) to prompt user participation, leading to a substantial increase in survey completion.
2. POWER Module Implementation, Deployed the Power Module for analyzing communication using five key parameters (problem-solving, ownership, structure, empathy, relevant suggestions) to ensure high-quality interactions and address customer needs effectively. Implemented pre-quality checks by SMEs on all outgoing emails, resulting in optimized email communication and a significant improvement in survey outcomes.
3. Reporting Unauthorized Charges Process Improvement, Identified customer difficulties through Voice of the Customer (VOC) data regarding the time taken to gather information for unauthorized charge reports. Developed and implemented an online form for users to independently complete, leading to a significant reduction in customer dissatisfaction and a decrease in contacts related to reporting unauthorized charges.
Languages
- English
- Hindi
- Telugu
Hobbies and Interests
- Traveling
- Rock climbing
- Gardening
- Singing
- Listening to music
Extracurricular Activities
Awareness Creation on Save The Children, Active donor since 2011 and volunteer; presented a compelling PowerPoint on early childhood education programs within Save The Children's initiatives to colleagues, sparking interest in volunteering or donating.
Timeline
Process Developer
Genpact India Pvt. Ltd.
08.2015 - Current
Master of Science - Computer And Information Systems
SVKP And Dr KS Raju Arts And Science College
Bachelor of Science - Computer Science
Sri Y N College