• Provided multiple inputs for SOP development, resulting in reduction in case handling time and increase in productivity • Monitored teams and mentored team in process • Handled leave requests, service level, performance, team doubts and operational tasks • Involved in functional process development from initial phase • Owned quality process; developed quality check process; developed documents, flow charts • Maintained minimum service levels for incoming tickets and monitored team shrinkage. • Prepared and presented statistical weekly and monthly operational data; interacted with team and stakeholders to present data on operational improvements • Handled new hire interviews, onboarding, induction & training, as well as process onboarding tasks including conducting orientation sessions • Created training modules in reference to the process SOP using power point slides; facilitated training sessions from basic to advanced depending on SOP • Prepared process knowledge assessment tests after each training module to check the quality of process knowledge; evaluated test scores and conducted feedback sessions • Organized re-training sessions as per quality metrics of associates • Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs • Communicated production deficiencies & regular quality metric updates; assessed quality and performance data to support operational decision-making

Integrated bachelors and masters degree