Shree Maya .G
Plot no:***, Thilagar Street,
Chennai- 600087 044-********
To seek a better position where I can maximize my management skills, Quality Assurance, Program Development and Training experience.
Born in Chennai.
Schooling in Fatima Convent High School, Mumbai.
Graduated in the field of Physics in the Year 2004 from Women's Christian College, Chennai.
Working in the BPO industry for past 56 months in reputed companies like HCL BPO Technologies, Slash Support and currently in Sutherland Global Services.
Working currently as a Sr.Quality Analyst for the client Microsoft in Sutherland Global Services.
Completed Six Sigma Green Belt from Sutherland Global Services.
Currently Pursuing Six Sigma Black Belt from ISI Bangalore
Gained basic knowledge on CMMI.
Fluent in English and comfortable working with native English speakers.
Gained Intermediate knowledge in French.
Pursuing DELF B1 in French from Alliance Francaise de Madras.
Gained basic knowledge in Italian (Level 1) from Indo Italian Chamber of Commerce
Acquired basic knowledge in Japanese (Level 3 & Level 4) from Indo Japan Center.
Gained intermediate knowledge in Financial Accounting, Management accounting, Taxation, Business and Corporate Laws, Information Technology from ICAI.
Proficient in Process Management and Quality Management.
Demonstrated leadership, interpersonal skills, listening, communication, and presentation skills.
Develop quality assessment strategies and plans and implement them successfully.
Strong data analysis, interpretation and problem solving skill.
Outstanding and proven analytical ability.
Team facilitation skills.
• ITILV3 Foundation from EXIN.
• ITSM Foundation Based on ISO/IEC 20000 from EXIN.
• Six Sigma Black Belt – Currently pursuing from ISI Bangalore.
• DELF A1 certified in French Language. Currently pursuing DELF A2
• Level 1 certified in Italian Language.
Total Experience: 56 months.
Sr.Quality Analyst (2009 – Present)
Quality & Assurance Management
Sutherland Global Services, Chennai.
Handle Transaction Monitoring Audits (Call Monitoring) for our client Microsoft, in compliance with Statement of Works for Microsoft Store Program located in Syracuse, New York.
Conduct Presentations on various Quality Management Modules among the Quality Auditors.
Conduct Calibrations among the Quality Auditors to maintain consistency in calibration accuracy.
Conduct regular Client Meetings and ensure all the client requirements are addressed.
Conduct training sessions on Cold Calling, Overcoming Objections for all new sales consultants.
Coach US agents to right size the customer needs and enhance value-pitching.
Coach US Agents to increase sales and obtain high CSAT (Customer Verbatim).
Implemented FMEA (Failure Mode &Effects Analysis) to comply Process Hygiene for Microsoft Store. This was a reliable initiative to mitigate failure modes based in three aspects, Severity, Occurrences & Detection of the failure modes.
Six Sigma Initiatives:
a. Initiated Six Sigma GB Project to enhance CSAT score. Performed RCA and Training Need Analysis on various skills like Soft Skills and Technical Skills.
b. Initiated Six Sigma BB project on improving Sales Revenue per day. Performed Root Cause Analysis and hence training sessions were conducted on Cold Calling & Overcome Objection Skills. Created a SharePoint for Knowledge Base and provided access to the consultants to utilize the resources effectively for quick resolution to the customer’s issues.
Define & Set Call Compliance Procedures:
Framed Definitions for various Fatal & Non-Fatal Parameters/Attributes to conform call handling procedures. Same approved by the client.
Framed Process Advisory for the recent updates post calibrations.
Define and Developed plan for Change, Problem & Incident management Process based on ITIL
Created specific Documents for successful project Delivery guided by my supervisor
Perform Proof-Reading/Quality Checks and consolidate the various reports from the different programs and designing a detailed report to the upper management.
Understanding how CMMI practices can be leveraged to use six sigma techniques under the guidance of my supervisor.
Joined as a fresher in HCL BPO in 2004 for Phoenix process [SBC Internet Services] and worked as a Technician for 6 months and got promoted as a Quality Analyst.
Later joined in Slash Support in 2008 and worked as a Senior Technician in Vonage VOIP process for almost a year
Completed Schooling in the year of 2001 - secured 89% in XII standard and 87% in X Standard.
Completed BSc Physics in Women’s Christian College, securing 87% (First Class) receiving Gold Medal for the Highest Score in the Core subject Physics in the year 2004
Attended intermediate courses on Financial Accounting, Management accounting, Taxation, Business and Corporate Laws, Information Technology from Institute of Chartered Accountancy of India (ICAI).
AWARDS AND HONORS
Gold Medalist in B.Sc. Physics
Current work place Award Recognitions:
Bravo Classic Call for the month of September 2009
Bravo Champion Award for consistent performance from November 2009 to January 2010
Platinum Award for completing 3 years of service in Sutherland.
Previous Work place Award Recognitions:
Best Performer in Customer Service for the year 2005. Awarded by SBC Internet Services, USA, In HCL technologies,
Best Performer in Vonage process for highest resolution rate in Cybernet Slash Support
Travelling to different countries to know the culture, people and lifestyles.
Visited countries like Bangkok, Hong Kong, Singapore, Malaysia, Sri Lanka, Egypt, Jordan, and Dubai.
Flair for learning foreign languages.