Latha Manda

 Latha Manda Email-- Areas of Expertise Strategic Planning Team Building Business Development People Management Process management Client Servicing Quality Management Seeking for an opportunity in Process and Operational Management. I want to work in an environment conducive to the realization of my true potential and be a part of a winning team with my contributions. My quick grasping and learning ability will enable me to comfortably adapt to the ever changing and demanding needs of the industry. Core Competencies: Excellent interpersonal skills and a collaborative management style. Complete understanding of the BPO operations and success in steering them to enhance growth with vision to drive business excellence through efficient operations and client servicing. Capable of analyzing existing systems and processes to devise notable enhancements. Expertise in Conceptualizing & Implementation of various quality improvements by conducting audits for continual improvements in services. Effective Analyst, Problem Solver and Communicator able to forge solid relationship with LOB (Line of Business). Knowledge of International work cultures by virtue of regular interaction with overseas clients Career Profile Intouch India Pvt Ltd from (August 2023 to till date) Process : Netflix Role : Senior Team Leader Operations Managing a team of 20 associates with the mix of voice, chat and email process. Monitor and drive the quality and productivity metrics against the goals. Sharing the weekly/monthly performance reports of the team. Audit and coach associates on their performance wherever necessary. Resolving Manager Escalation calls and chats on a real-time basis. Initiate and drive people engagement activities within the team. Ensuring Service levels are in control of the skill and updating the floor about the status. Work with network stakeholders and provide/seek inputs around changes in the existing processes. Handling stakeholders Process queries and resolving them in a TAT. Sole contact for all the process requests from all the stakeholders in the skill. Driving the team for continuous improvements by encouraging them for a new process change ideas through Kaizen activity. Training team plan and requirements with each skill set required performing the operations. Involvement in associate towards culture training through a Mentorship program. Participate in site-level Rewards and Recognition. Monitoring the SL’s of all the 3 mediums and updating the teams on a real-time basis through emails. Created share point portals for Quality Audits, Process Improvement idea submissions, Associate Feedback, Follow-ups Promoting IJP's within the skill for next level movements. Raising Tickets with the stakeholder for the ongoing issues on the floor in related to process and tech issues. Updating the associate profiles based on the volume inflow in the medium. Cross-skill training for associates. Conducting Gemba walks on the floor and explaining the importance of the program. POC for TM Schedule. Completing the 1-1’s within the deadline. Worked on Biz team SIM requests related to process queries. Blocking the GRPM calendar for WBR and team SKIP meetings. Providing feedback on Contact coaching research errors to the associates. Regular team huddles, updating the team with performance reports, sharing best practices, etc. Running Deal of the day contests during high volumes on a real-time basis. 2005 (May) – 2009 (Sep): CITIBANK • Managing a team of 20 sales executives in Personal loans department. • Drive the sales with the team on a daily basis to achieve the monthly targets. • Taking daily team meetings before the shift starts to set an expectation about the individual sales targets. • Visiting the corporate HRs to take permission for organizing Personal loan desk within the company campus for cold calling sales. • Tracking all the files submitted in processing department and updating the Regional Manager about the daily numbers. • Awarded Citibank Best Lead award in December 2005. • Awarded as the Best Team Lead for exemplary performance in 2006 across HYD site. Sykes India Pvt Ltd from (December 2020 to till March 2022) Team Leader Leading a Team of 36 agents Conducting daily team meetings before the shift starts about the targets and setting an expectation to achieve the given target every month. Implemented new working processes which delivered continued improvements. Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals. Evaluated employee performance on a weekly basis and coached and trained 36 team members, increasing quality of work and employee motivation. Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to the executive office. Identified and corrected deficient performance and behaviors to achieve maximum productivity. Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs. Facilitated monthly meetings to communicate team performance goals and results Weekly call with clients to maintain communication to enhance teams' execution on new products. Monitoring associates’ performance on a daily and weekly basis to ensure we are meeting client requirements and to understand & analyze overall performance and work/plan according to it. - Reviewing the performance reports to analyze the team’s performance and report errors if any. - Auditing the cases to check the quality, provide individual feedback and team huddle to address common errors. Prepare and review the roster to ensure we are in line with the shrinkage and headcount target. - Reviewing the payroll attendance to ensure smooth and accurate payout to the employees. - Preparing and reviewing the scorecard/incentive and SBA file for the team. - Keeping a track of IT issues and discussing it with the team to reduce errors. Uber India Pvt Ltd from (August 2016 to June 2020): Selected for TOF (Top of the Funnel) process Have been selected as Quality Auditor for the Incident Response Team. Have played a major role in increasing the CSAT from 1.2 to 4.7 in a month and received appreciation for the same. Was part of the Rider team and provided support to Hong Kong, Taiwan, Singapore, Vietnam, South Korea, Japan and Thailand riders. Mentored and trained new joiners. Apart from my daily job was doing Quality Auditing on No-Sat and CSAT mining and providing the feedback to the team. Filed 12 U-Power (Lean Ideas) for business improvement and have been selected as U-Power champion. IBM India Pvt Ltd (Feb 2015 to July 2016): Worked as Technical Support Associate in A.P. Moller Maersk, an integrated transport and logistics company. The mission of these businesses is to enable and facilitate global supply chains and provide opportunities for our customers to trade globally. Took the initiative and resolved 100 contacts within a very short span of time and has been awarded by the Manager for the same. Provided Technical support to employees and clients of IBM Amazon India Pvt Ltd (June 2014 – Jan 2015) Job Profile: Worked as a customer service associate for Kindle and Digital process. Had a good process knowledge about the process and used to assist new hires related to process doubts in the absence of lead and the agents approached me for assistance. Based on my performance selected as a cross skill associate for Amazon.in phone support during the peak season. During the peak season phone volumes used to be high and during this time I used to handle 100 calls on a daily basis without any escalations, also resolving 60 contacts in home skill (Digital skill). Always maintained quality and real time service to the customers. Understand the company's reputation and ensure to retain its image by continually enhancing organizations performance. Achievements: Won Cross Skill Award for handling more than 100 calls in the shift. Won Master Award in December 2014 for maintaining the quality (NRR & AHT) Received appreciation emails from Site Leaders of Amazon for taking 2000+ calls in 14 days and resolving the customer issues without an escalation. Dlize Soft Solutions: Team Leader Sales (August 2012 – April 2014) Operations management experience leading a team of 10 front line associates in various lines of business such as Email Customer Service, Chat customer service in Sales of Air Duct systems and providing Technical support to Canadian customers. Job Profile: Efficaciously working towards ensuring that India businesses are delivering best possible solutions with agreed client SLAs (Service Level Agreement) Ensures that the team operates effectively through appropriate task allocation & the process meets the client SLAs day on day Monitor employee productivity and optimize procedures Interaction with customers to improve the service Manage the planning & deployment of resources when required Analyze business and identify areas of procedural improvement Address employee performance problems promptly and directly in accordance with company personnel policies and procedures Responsible for basic team management for the process – formalizing break schedules, staffing rosters, planning effective leave management Daily/Weekly interaction with LOB (Line of Business) discussing the detailed work progress, escalating any issues or concerns and getting first hand resolution to the internal queries Team Management: Monthly 1on1’s with team agents to discuss the hits and misses for the month Taking weekly quad huddles to motivate the agents for career development Generating maximum business from existing functions and systems Career pathing Create and implement operational strategies for improving productivity and Quality ensuring smooth implementation of the same across processes along with regular performanc Genpact India Pvt Ltd Worked as Process Developer from October 2005 to 31st June 2009. Work Sector : Financial Service Job Profile: The Job involves volumes from 2 process Customer Service Operation center process AMO (Asset Management Operation) Process Worked on accounts of the customer who takes loans and leases from GE. Achievements: Won Customer Award in June 2006 for Re-Title project. Won Customer Award in September 2006 for good performance in the process. Won Spot Award in Nov 2006 for Quick learner and for handling all the responsibilities for HR and stationery Won Pat on the Back for the month of January 2008 for outstanding contribution to the process. Won Bronze Award for the month of May,2008. Won Microwave oven for filing and implementing Lean Ideas in the process. Education Qualification: Pursuing MBA from DRBRAOU Declaration: I hereby affirm that the information above given by me is true and correct to the best of my knowledge. Date: Name: Manda Latha