Amrita Medhi
Mobile: - E-mail:-I aspire to work in an organisation where my team management experience, my personal skills and dedication are utilised to make a progressive impact on the organization and me.
Summary of Skills & Accomplishments
Snap decision making, ability to stay calm & exceptional people management skills helped in stabilizing 2 pilot batches and process SLA (Service Level Agreements).
Analytical skills, deep understanding of the process & training and coaching approach helped achieving parity in individual performance increasing overall team productivity which helped redeploying of 4 FTE (Full Time Employee).
Ability to identify individual skills and interest of people & my counselling skills helped me in assisting 2 team members get promoted to supervisory role & 2 employees getting redeployed to processes of their interest.
Focus, determination, dedication & team spirit helped me growing from customer agent to team leader in my total work experience of 5years and 8 months in Accenture
Work Experience
Corporate Training Manager, Excel Care Hospitals- (July2017-Current): Responsible for effective and efficient management of the training and development needs of the organisation for continuous growth of the organisation. Develop training modules and drive corporate culture through training programmes.
As a part of developmental activities, responsible for coaching and supervising department heads in developing their respective process workflow, people management as well as driving Balance Score Card. Responsible for assisting Board of Directors in developing the Core Values, Company Objectives and Business Strategy.
Estate Management & Dog Breeding (May 2011-June 2017): Responsible for work allotment and day to day supervision of work in family owned estate. Additionally also owned a business of dog breeding and training.
Team Leader & Career Counsellor, Accenture - (March2009-April2011): Responsible for ensuring client SLA, KPI & all other operational metrics are met by the team month on month basis. Make monthly and weekly presentation decks on team performance trend, analysis and forecasting & present to client and stakeholders. Develop and update process workflow, FAQ and other process documents, for team.
As a Career Counsellor, track employee performance, provide feedback through one to one sessions. Rate employees on performance and behaviour as a part of the company performance cycle & contribute in team members’ growth in the organization. Maintaining attrition level within organization’s set target. Ensure employee engagement and employee satisfaction.
Teams Handled
Procurement & Finance Support Centre (Feb 2010-April2011) - Handled a pilot team of 16 people with 2 Subject Matter Expert (SME) and 14 agents for a Banking client.
Procurement Support Centre (March2009-Jan2010) Acting team leader-Handled a team of 18 people with 2 SME and 16 agents for a Pharmaceutical client.
Roles and Responsibilities handled
1. Product
Supervise & monitoring of calls and email volume distribution by SME, ensuring TAT, backlog are within the client SLA
Performance reviews of team members through weekly, monthly, bi-annual &annual 1to 1 meetings.
2. Process
Attending weekly & monthly calls with client & stakeholders to discuss operational metrics.
Supervise feedback provided by SME to agents on Customer satisfaction scores, daily call audit and overall performance & training and certification process of new.
Address people issue to ensure minimal escalation and attrition.
3. Reporting
Supervising maintenance of process and training documents & conducting refresher and training on performance improvement.
Supervise maintenance & updating of visual management boards displaying team SLA and performance.
Subject Matter Expert, Accenture-(Nov2007-Feb2009): Updating process and training documents. Handling escalated calls and e-mails. Responsible for training and certifying, auditing and monitoring & conducting refresher training to ensure team’s process knowledge is up to date.
Customer Manager, Accenture from-Aug2005 - Oct. 2007: Handle calls and e-mails volume.
Additional Experience as Global Trainer, Accenture -): Part of the pilot batch of global BMC Remedy trainers in India. Have conducted over 20 training sessions both virtual and classroom.
Academics
BA from Maharani Laxmi Ammani College in 2005 with 66%
XII with specialization in Arts from Srimanata Shankar Academy with 69%
Computer Skills
MS Office, BMC Remedy
Trainings & Development Programmes Undertaken at Accenture: Have been part of various mandatory and optional trainings and workshops from 2005 to 2011. Some of them are, People Management, Performance Management, Gender Sensitivity, Trainer’s training, Ethics and Compliance – Confidential & Protecting Assets and Information.
Personal Details
DATE OF BIRTH : - References: To be furnished upon request
