Professional Synopsis :
** Over 3 years of extensive experience in knowledge maintenance, training & mentoring of new team members, client management, doing quality check for the entire team
** Self-motivated, team player and organised to keep pace with the fast changing environment
** Currently designated as Team Leader (Operations) at 247.ai
** Expertise in Managing teams, Process Training, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective.
** Honor of receiving various awards & recognitions based on Commendable Performance.
Organizational Experience :[24]7.ai-September 2017 to till date
** Operations Management
** Acting Team Lead
** Development of performance assessment procedures to provide guidance and support to the team/clients
** Mentor and coach team members on multiple aspects including, quality management,processadherence,KPI’sandcustomerengagement
** Conduct weekly/monthlyreviews/analysisonattrition,qualityandperformance
** Hiring,training,development assessment and performance evaluations to meet the expectations of the Clients
** Active participation in Calibrations–Internal&Externaltocarryoutthe learningstothefrontlineemployees
** Conduct Refresher Trainings, ProcessAssessments&QualityAudits
** Conducting One-on-ones
** Appraisal discussions
** Analysing BAU reports and studying the trends for a better productivity
** Team management,appraise team and create development plan & identifying training needs
** Taking care of Team Attrtion, shrinkage and other
** Pro-actively interacts with other departments within the company.
Prepares, reviews, and submits management documentation and reports in a timely manner.
** Monitor chat volumes and adjust agent’s schedules to handle heavy chat volumes
** Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics
** Promoting knowledge sharing through the organization's operational business processes and system
Digital Interaction Specialist, Digital Interaction Executive, Digital Interaction Advisor-
Customer Support- Chat - Best Buy US based Electronics website.
Training & Achievements :
** Successfully completed internal Team Lead Development Certification.
** Successfully completed internal Leadercoach Training.
** Successfully piloted Operations for 2 accounts.
** Trained new employees during transition for 2 ramp ups.
Academic Qualifications :
** Computer science Engineering 67% from OU.
** Intermediate :Done 12th with 90% from AP State Board
** High School :Done 10th with 89% from AP State Board
Languages Known : English, Hindi Telugu.
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