Savita Martins

Savita Martins Dadar, Mumbai- LinkedIn : Savita Martins DOB-- EDUCATION : Bachelor of Science (Chemistry) in 1990 from Mumbai University. Diploma in Computer Science and Technology Course School/University Stream Year of Passing Marks in % Xth Our Lady of Good Counsel School NA 1985 76% XIIth G.N.Khalsa College Science 1987 77% BSC(Chem) G.N.Khalsa College Science 1990 60% Proficient communication skills with a sound knowledge of English. Quick Learner especially when it comes to learn new things. Accomplishments Part of a pilot team for the iPhone launch project. Consistent performance of CSAT for staff Accounts email via sampling strategies, One Contact Resolution/Right First Time, Studying Survey Mechanism, Tone of Voice, Average Response Time. Part of Fun Committee which carries out Employee Engagement activities. Yellow Belt certified for reducing non-work activities and thereby increasing production hours. WORK EXPERIENCE Capita India, Mumbai — Team Manager (2017 – June 2021) Working as an Assistant Manager – Quality for the Garda O2 process from Feb 2021 till date. Working as a Team Manager for UK TV Licensing process from June 2020 until Jan 2021. Worked as a Team Manager for O2 Credit BackOffice team from Jan 2020 until June 2020. Worked as a Team Manager for O2 Correspondence email process from May 2017 until Dec 2019. FIS Global, Mumbai — Team Leader (2000 – 2017) Worked as a Team Leader for a Correspondence email process from Nov 2015 – May 2017. Worked as a Team Leader with O2 for the Back Office Corporate process, Pay Monthly email process, Staff Accounts and Enterprise email process from July 2005 – 2013. Joined E-funds in Dec 2000 and has worked as a Team Leader for a Retail voice process and then AT&T Telecom voice process until July 2005. Worked as a Duty Officer for a Page point Services from March 1995 until November 2000. On job Responsibilities Managing a team of 15 Quality Analysts. Accountable for service level agreements and quality scores. Client Management and requirement / Expectations delivery. Suggest measures to improve process efficiency. Responsible for generating and delivering reports on time. Responsible for overall team performance. Capita / FIS Tenure Highlights :- Exposure to Email, Data, Correspondence and Quality experience. 15 years of Telecom experience working with UK process (TVL, Back Office, Pay Monthly, Email & Correspondence). Responsible for Operations / CSAT delivery, SLA delivery. Worked in a voice process for an inbound voice US Telecom process. Worked for an inbound voice US tele-sales process. Various Rewards and Recognitions at each designation. Attended and certified on training program LEAP. Yellow Belt certified for enhancing production hours. SKILLS Communications Skills Critical Thinking Skills Organizational Skills Project and Event Management Skills Decision-making Skills PROFICIENCY IN - English, Hindi, Marathi and Konkani