Team Management, Service Delivery, Performance Management,operations

JAYANTHI.I.M.

Flat No: S-*, Second Floor, Ruby Builders

No: 8/18, Kambar Street,

East Tambaram Mobile: 984**-*****

Chennai-59 Email: *********@*****.***

CAREER OBJECTIVE:

I aspire to a challenging career, in a dynamic work environment that utilizes and enhances my inherent strengths and provides opportunity for learning and growth, and at the same time provide the best services, to the firm I work for, to the best of my abilities. I would strive for excellence under any given circumstances but in good spirit competitively and wish to work in a company that utilizes my talent fully. EDUCATIONAL QUALIFICATION:

B.Sc Computer Science – Kamban College for Arts & Science for Women. Tiruvannamalai. MHRM (Master of Human Resources Management) – Theivannai Ammal Arts & Science College for Women. Villupuram.

WORK EXPERIENCE:

SYMANTEC SOFTWARE & SERVICES INDIA Pvt Ltd., Dec 2010 to July 2015 Joined Symantec Software & Services India Pvt Ltd, as Supervisor – Technical Support. Handling a team of 15 agents who render support for Norton products, Provide technical help and troubleshoot issues. Team Management:

• Staffing & scheduling a team of associates, and thereby ensuring optimum performance.

• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

• Planning targets, monitoring performance and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.

• Creating and sustaining an environment that fosters development opportunities and motivating team members for enhancing the existing performance levels.

• Tracking and maintaining data related to team’s performance.

• Conduct meetings with team members to discuss the process, and other team related issues.

• Providing process related information/guidance to support professionals.

• Identifying potential areas for grooming members through regular assessments and mentoring.

• Conducting performance appraisals concentrating on the bottom performers on improving their performance graph

& top performers to promote them or redeploy them in other high-end processes.

• Motivating team members by nominating them for rewards and recognition.

• Recognize and celebrate team and team member accomplishments and exceptional performance.

• Providing necessary training on various tools, policies and procedures to the team members. Operations Management:

• Analyzing and implementing improvements for daily operations.

• Performing extensive data analysis towards developing action plans to improve quality of the program.

• Creating best management practices, measuring efficacy of shift personnel and encouraging development activities to maximize value add.

• Bringing Fun @ Work to create a User Friendly environment.

• Client Servicing.

• Interacting & coordinating with the clients, to work on & resolve high priority outages. Also, maintaining communication for scheduled maintenances.

• Customer Support and handling escalations.

• Resolving customer complaints on performance bottlenecks.

• Providing value added customer services by addressing escalated customer queries and issues.

• Provide guidance on delivery of the service.

Report Generation:

• Prepare Action Plan for each individual in the team and keep it updated.

• Prepare Standard operating procedures and other required documents.

• Report engagement status to Operation Manager.

• Conduct reviews as planned.

• Maintain quality records.

• Collect the Actual performance data.

• Preparing scorecards for the team (SKEP), based on performance metrics, which determines the incentive payouts for the frontline team members.

• Maintaining reports to track individual performances in the team so that data trending becomes easy.

• Identifying the performance outliers in the team, based on past trends, Designing corrective actions for these people, and escalating non-performance issues as appropriate. Significant Achievement as a “Supervisor”:

Level 4 Applause Award for consistent performance for 4 months (Jan, Feb, Mar, and Apr 2012). Level 2 Applause Award for initiatives taken and coordinating event management. COGNIZANT TECHNOLOGY SOLUTIONS PRIVATE Ltd., July 2006 to Feb 2010 Joined Cognizant Technology Solutions – BPO, Perungudi, as Senior Process Executive on July 2006. Were promoted as a Process Quality Analyst as of Oct 2007.

a) From July 2006-Sep 2008 -CAQH (voice process):

My role as a Senior Process Executive is to resolve queries about online and paper application for providers in United States

As Process Quality Analyst in CAQH (voice process), I am assigned to

• Monitor calls.

• Give progressive feedback.

• Handle client calibrations

• Generate quality specific reports

• Conduct team huddles and

• Training the associates on soft -skills and process knowledge. b) From Sep 2008 – July 2009 ESI (Data Process-claims adjudication): As Process Quality Analyst in ESI (Data Process-claims adjudication).

• Audit claims.

• Prepare daily and weekly quality Analysis report,

• Providing regular huddles, training and feedback for the processors.

• Conducting 5why Root Cause Analysis for the reported errors.

• Maintain Internal and External Error coaching logs for the Error feedbacks.

• Keeping Track of bottom performers and executing corrective action plan and performance improvement plan in order to bring up the Quality Scores.

• Support project and complete tasks as assigned.

• Act as point of communication for the project and provide regular updates to impacted areas as required.

• Participate and interact with the clients directly in clarification and calibration activities to ensure fair and accurate evaluations are performed every week and keep the team posted with new updates periodically.

• Conducting tests and quiz, which would help the team to update their process knowledge and refresh the same on periodic basis.

c) From Aug 2009 till Feb 2010 –BPO Training & Development as Process Trainer:

• Coordinating with vendors/stakeholders for training, nomination etc.

• Maintaining all training reports for 8 batches including feedback, attendance till date.

• Collating feedback for the Trainers & Training programs.

• Handle MS office training and Outlook training.

• Liaison with Academy for Training and Leadership Programs - Corporate Grooming for Women, CCA, 7 Habits for Highly Effective people & 8th Habit.

• Transport for the trainers and trainees 6 trainers and 90+ trainees

• Managing Logistics - Training rooms, transport, Admin, NSS etc.

• Arranging the training requirements required by the Trainer and Faculty.

• Tracking nominations for Trainer Par Excellence Award.

• Coordination and negotiation for rooms for meeting and Training rooms blocking in different locations.

• Coordinating with vendors for rooms and other logistics for the offsite training.

• Maintaining Training grid for all training programs.

• Created Flyers for the training programs.

NET VISION CYBERTECH PVT Ltd. Aug 2004 - Feb 2006

Net Vision is a BPO with active practices in Outbound Tele Marketing, Medical Billing, Skip Tracing and Debt Collection.

a) As a Quality Verifier:

• By taking online verification to make, sure quality parameters are met according to client’s requirements.

• Use to give instant feedback to the customer support executives according to the feedback given by the customer.

• Use to do online barging to improve customer support executives selling skills and soft skills. b) As a Quality Auditor:

• To monitor calls within stipulated time.

• To prepare checklist (CTQ’S) based on dynamic changes from the client (Change Management) with appropriate version control as a team.

• Assist in preparation of campaign specific CTQ parameter from script & map call monitoring attributes, update Quality status in computerized reporting system.

• Improve CSE’S call quality - Soft –Skill monitoring and training.

• Assist Customer Support Executives in adhering to call policies and procedures.

• Improve the quality of calls handled by associates and handle trend reporting and analysis.

• Participate in calibration activities to ensure fair and accurate evaluations are performed.

• To complete monitoring sale call with in stipulated time.

• To take sale confirmation for the projects that has online confirmation by quality as an activity.

• To make sure that no complaints and minimum cancellations are generated. c)Customer Service Executive

• To make sure 80% of the sales are quality approved.

• Call quality from average level to satisfactory level across the organization. SIGNIFICANT ACHIEVEMENT AS A CUSTOMER SUPPORT EXECUTIVE :

“TOP CALLER AWARD” in EARTHLINK (ISP) - US Campaign. TRAININGS

• Underwent Summer Vacation Placement (HR) at G.Kuppusamy Naidu Memorial Hospital, Coimbatore from May 2, 2003 to May 31, 2003.

• Agile & Scrum and PMP certification training at Symantec Corporation CERTIFICATIONS:

ITIL® Foundation Certificate in ITSM

EXIN

Effective from 3 October 2015

Registration number

5484767.204508303 October 2015

Lean Six Sigma Green Belt

Benchmark Six Sigma

Cert no: 140116G59240

Issue Date:Feb 12,2014

Expiry Date:Feb 11, 2017

Diploma in Project Management - Revised 2017

Alison Free Online Learning

Cert No: 126*-********

Issue Date: Aug 2020

No Expiration date

Managing Customers Using Technology – Revised

Alison Free Online Learning

Cert No: 165*-********

Issue Date: Sep 2020

No Expiration date

Introduction to Modern Project Management Theory and Practice – Revised Alison Free Online Learning

Cert No: 150*-********

Issue Date: Sep 2020

No Expiration date

ISO 9001:2015 - Quality Management System (QMS)

Alison Free Online Learning

Cert No: 190*-********

Issue Date: Aug 2020

No Expiration date

ISO 22301:2019 - Essentials of Business Continuity Management Systems (BCMS) Alison Free Online Learning

Cert No: 2234 -17273917

Issue Date: Aug 2020

No Expiration date

ACHIEVEMENTS:

• Secured first in University Examination (MHRM) in the college and received Proficiency award. Theivanai Ammal College for Women, Viluppuram.

• Have won First in Various Dance Competitions and group singing held at college on various levels. PERSONAL DETAILS:

Date of Birth : 09 - 06 - 1981

Marital Status : Married

Husband’s Name : Mr. Royce George

I hereby confirm that the above provided information is true to the best of my knowledge. Jayanthi.I.M.

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