Open To Work
Yerram S Krishnaveni
HCL Tech
16
Years of experience
Driven professional with strong analytical and communication skills. Led teams by example, fostering motivation to achieve objectives. Committed to delivering value and contributing to organizational success.
Work History
Associate Manager
3 Years 3 Months- Skilling Platforms with Learning Platforms for Job Certification.
- Job ready programs in IT and Engineering and also assessments for competency baseline.
- Executed comprehensive service delivery and configuration processes for learning assessments.
- Assisted in all learning and hiring delivery processes to ensure smooth operations. / Assessments for Internal and External Stakeholders.
- Maintained repository of curated question bank for job qualifiers and learning, facilitating efficient service delivery.
- Worked with COE and Competency Teams on Competency Based Job Skilling.
- Conduct fit-gap analysis based on customer JDs and collaborate with the Practice Lead to set up candidate assessments and interview rounds.
- Managed license utilization tracker for all assessment platforms, optimizing license availability across assessments.
- Collaborated with procurement team to plan and allocate assessment licenses, ensuring timely execution of hiring assessments.
- Monitored license consumption and utilization trends, supporting cost optimization and uninterrupted assessment operations.
Team Lead
3 Years 3 Months- Planned allocation forecasts of work according to estimated scope and analyzed Hooklines wave, resulting in revised targets.
- Planning the resources from the team as per the Work allocation received.
- Reviewed tool enhancements in FusionX to improve operational efficiency.
- Planned team resources based on work allocations.
- Reviewing the Tool Enhancements in FusionX for efficiency improvement.
- Prepare senior mgmt. review reports and decks for WBRs and facilitate the client for the Process Briefing.
- Geo map covering Usa , Mexico , Canada and Thailand.The same can be edited and newly added based on client requirement and add some of the required attributes.
- Managed performance management system and appraisal processes for team members.
Operations Lead
1 Year 10 Months- Transitioned from Global Logic to Infosys to pursue new opportunities.
- Worked on English and Non Locale countries. Led Teams who worked on Various countries starting from US ( English-based countries and then moved to Non-locale).
- Coordinated with Program Managers, Country Specialists for the product changes.
- Coordinated with program managers and country specialists to implement product changes.
- Maintaining and Updating Document Release , WIP details, Team Efficiency and Quality.
- Conducting weekly/fortnightly governance meeting with Senior Management regarding Productivity and Quality Issues .
- Facilitate relationships between Quality and policy Team to ensure that all the Google quality standards are met.
- Identifying process level areas of improvement and generating action plans
- Regularly communicating Team about updates on the process and Tool.
- Identified process-level areas for improvement and developed action plans.
- Managed external-facing websites and web properties for program initiatives.
Assistant Manager
1 Year 3 Months- Lead, manage, drive, and motivate a team of Tele callers within the organization to ensure the collection Targets are met.
- Monitored collection targets for each caller to ensure team accountability.
- Ensure to Set the Targets for each Individual in the Team.
- Prepared and analyzed weekly team reports to identify problem areas and drive improvement.
- Prepare and Analyze weekly report of the team to understand the problem areas.
- Coordinate with the DSA collection guys regarding the customers who were not reachable thru the avia and sometimes home visit.
- Coordinate with the DSA collection guys regarding the customers who were not reachable thru the avia and sometimes home visit.
- Inducted new joiners on bank policies and procedures, training them on internal applications.
Operations Manager
4 Years 5 Months- Training the team on Product process, ensure that they acquire complete and thorough knowledge on the product, conducted tests and mock calls on timely basis to check the potential of the agents.
- Compiled and submitted MIS reports detailing performance metrics for New Zealand and Australia.
- Trained team on product processes to ensure comprehensive knowledge, conducting tests and mock calls regularly to assess agent potential.
- As well as one-on-one session to give or generate good rebuttals for the objections which were raised by the customer.
- Helping the agents by taking the escalated calls and closing the deal on behalf of them as well as handling the irate customer calls and resolve the issue in a smooth way.
- Conducted one-on-one sessions to develop effective rebuttals for customer objections.
- Resolved escalated customer issues by taking calls and closing deals on behalf of agents, ensuring smooth resolution of irate customer inquiries.
- Achieved and consistently exceeded monthly targets, maintaining profit margins above break-even point and setting a sales example for the agents.
- Was able to handle and trouble shoot technical issues as well as educated the agents on some basics to troubleshoot.
- Generating Leads and fix appointments for company advisor based in New Zealand.
- MIS Reports for New Zealand and Australia.
- Generated detailed individual calling reports tracking total calls made by agents.
- Created daily individual sales reports to track performance and results.
- Developed reports analyzing conversion rates and contributions of each sales agent.
- Compiled daily telecalling summary reports, along with weekly, monthly, and quarterly performance analyses.
Education
Master of Computer Applications - Computer And Information Sciences
Skills
Operational strategy
Workflow optimization
Program coordination
Contract negotiation
Performance management
Team leadership
Client engagement
Accomplishments
- Won the Best Lead in Maintaining the Team Quality consistently.
Timeline
Associate Manager
HCL Tech
03.2021 - 06.2024Read More
Team Lead
Cognizant – Client: Apple
12.2017 - 03.2021Read More
Operations Lead
Infosys – Client: Google & Global Logic Technologies
02.2016 - 12.2017Read More
Assistant Manager
HDFC Bank – Collections
03.2013 - 06.2014Read More
Operations Manager
Lead Egde
07.2008 - 12.2012Read More
Vivekananda School of PG Studies
Master of Computer Applications from Computer And Information Sciences
Read More