Ganesh Kolla

Experience

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  ICICI Lombard

  Aug 2007 - Feb 2008

  Phone Banking Officer

  Contact 120 Customers through Outbound calling.Explain the benefits of fixed deposits.Get 2 investments for the day.Assist customers in buying new ProductsAssists Customers in Utility bill payments & other services

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  Adecco

  Feb 2008 - Jul 2009

  Customer Service Associate

  Review clips and identify Infractions based on driver BehaviourHandle Team in absence of Team LeaderReview escalated clips and provides feedback to agentsConduct internal Training for the teamAudit clips and provide feedback to agentsPrepare Team productivity & Quality ReportsShare Data analysis report to Respective team lead

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  SmartDrive Systems

  Aug 2009 - Sept 2017

  Leading a team size of 75 which includes QA & Transition teams with the support of Team leads & Assistant manager to meet process goals & metrics. Accountable for Managing 24*7 India Review Centre Operations Quality Metrics with a team span of 30 QA’s to Support 450 plus Customer Service Experts. Responsibilities include handling of Auditing, Feedback & coaching, customer escalations through E-mail process. Accountable for KPI's achievement and driving process metrics like production, quality and service levels within the team. People Management responsibilities like Appraisal, Team Motivation, and Team Building & Reduction of Attrition Etc. Maintain the healthy coordination with internal & external stakeholders to maintain the daily operations smoothly. Participate in Interviews and select right candidates for building new teams for the Transition. Working with Training & Transition teams in all aspects for achieving required throughput. Understand the existing Quality system & Release Periodic Internal audit plan, define and document the processes as per the Quality Management System (ISO 9001-2008). Liaison with US Team in updating the review rules and ensures that they implemented across the Operations teams. Weekly Meeting with Subject Matter Expert on Customer Escalations & Calibrate for improving Process (US Head office). Monthly Meeting with Vice President (US Head office) on overall Review center Metrics. Show less Diligently managed Quality Metrics as well as the detected area of improvements while heading a team of 25 QA’s and TL. Played a significant role in identifying process gaps followed by providing effective measures to mitigate them using lean & DMAIC. Accredited for delivering 95% throughput in new hire Trainees. Ensuring smooth transition into operations and ensured Data Integrity, Timely Maintenance, and Publishing Reports. Executed various activities spanning: o Designing & documenting processes across the board. o Monitoring compliance with client guidelines & Risk Assessments.o Conducting Organizational developmental training across the board. Designs quality metrics, collates data from multiple sources, analyzes trends, and prepares summaries for distribution and corrective actions. Identify training needs & develop training projects for new joiners as well as for existing employees. Also responsible for process training. Liaison with US Team in updating the review rules and ensures that they implemented across the Operations teams. Weekly Meeting with Subject Matter Expert on Customer Escalations & Calibrate for improving Process (US Head office). Show less Managing a team of 25 members who are responsible for handling Auditing, Feedback & Coaching. Handling escalated cases and ensuring customer satisfaction & resolution. Updating the team with any change/modification / new schemes launched or process change from time to time. Ensuring that the team scores on quality are reviewed every month & targets are set and achieved. Conducting meetings on a weekly basis for feedback from the team members, discussing concerns and addressing issues if any. Meeting with individual team members is conducted on a monthly basis. Successfully undertaking monthly interaction with other departments as a forum for information sharing. Responsible for maintaining the shift schedule, leave status for Auditing. Show less Responsible for handling two operations teams with Span of 50+ Agents to support them in the process. Perform audits and provide effective feedback coaching to Agents based on the Errors found. Responsible for handling team’s overall Performance of Quality should be >95% score along with >80% Achieved population. Prepare & share weekly monthly and Quarterly Team performance reports. Handling escalated client issues on Missed and possible collisions. Conduct Daily and Weekly Team Huddles to provide updates on performance and organization. Show less

  • Quality Operations Manager

    Dec 2014 - Sept 2017

  • Assistant Quality Manager

    Aug 2013 - Nov 2014

  • Quality Team Lead

    Jul 2012 - Jul 2013

  • Quality Analyst

    Aug 2009 - Jun 2012
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  UnitedHealth Group

  Oct 2018 - Feb 2019

  Assistant Manager Operations- Magna as Employer

  Independently handling a team of 35-40 analyst which includes 1 MT and 2 coaches.Managing team Metric i.e., Productivity, accuracy and SLA’s.Conducting daily team huddles and discussing the targets met, challenges and any other updates.Handling team leaves, attrition and other issues or concerns of the team.Taking care of Joining and relieving formalities of the team members.Consolidating idle resources for day shift and ensuring they are assigned with work.Updating and providing early warning attrition (EWS) updates to business and discussing in weekly calls.Attending daily ageing call to discuss the challenges and sharing the status of workflow.Preparing coaching logs for errors committed.Attending daily/weekly Management calls for updates related to business.Preparing weekly and Monthly performance reports of the team and presenting it to management.Conducting weekly and monthly performance feedback meeting for Non-performers.Encouraging team to identify process improvement opportunities. Show less

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  Elmer Technologies LLP

  Apr 2021 - now

  Operations Manager

  As the Operations Manager at Elmer Technologies, I oversee the daily operations to ensure that our projects run smoothly and efficiently. My role involves coordinating between different teams, optimizing processes, and implementing strategies that enhance productivity and quality. I also engage directly with clients to understand their needs and expectations, ensuring that we deliver tailored solutions and maintain strong relationships. My goal is to foster collaboration both internally and externally, driving continuous improvement and ensuring that our clients receive exceptional service. Show less