Sunitha R.

Experience

• 

  Infosys

  Mar 2009 - Mar 2017

  Company Infosys BPO Limited Period From Dec-2016 till 10-Mar-2017Sub process Goldman Sachs Sub process: Investment Banking Designation Shift LeadJob Profile: Handled 15 cluster leads with a headcount of 300 employees. As a shift, a lead will be responsible for the smooth functioning of all batch, shift, and plant on the floor. ResponsibilitiesCompleted logs and reports to document detailed information, including information on production, spoilage and departmental maintenance needs Handling all tasks pertaining to the shift (Incident alerts, Alerts not taken, Critical and supercritical alerts, Jira, YTD incident report, etc) sending a report and chasing with all the leads.Assigned daily employee tasks and monitored activity and completionFloor walk to find the health of the floor whether any server or application where engineers are working is running smoothly. In case of an application or technical issue raising bridge case in order to resolve the issue.Handover process, conferencing the call with client and shift lead in order to know task completion status on a daily basis and if anything specific has been observed, which needs attention any pattern reported.Closely monitoring the IPCC Q for RONA, and documenting them Staff Management and roster management Show less Company Infosys BPO Limited Period From June-2009 till 16th-June-2016Process British Telecom (BT) Sub process -(Billing & Customer care Manager)Designation Team Leader -BT RetailJob Profile: I was part of British Telecom, billing department, and technical support, Voice process, resolving queries of the customer on call, later became SME and was promoted to TL.Responsibilities: Handled team of 22 Ops and always known for People manager and best and performerI have saved revenue twice in extreme situation where 9 people were attrite and retained them and performed another situation where 18 BQ,s were about to be moved out and had MTD 38% Scores is CSAT turned their score 80% CSAT and one of the best performing team. Have trained advisors (2 batches) worked in Gradbay, Tenured and Semi Tenured advisors.I have handled standalone CUB Q which was started with 8 advisors and under my supervision was 36, and where a site was chasing for Race 76 my team was QTD 79.89 % and was appreciated by clients on several occasions. Last Role with BT: My last role with BT where I have handled 4 Team Leaders, 4 coaches, and 90 team members. (conducting One on one, Coaching, silent monitoring, taking session related to process, career, call calibration, retention, arranging staff, BCP, etc as process Manager) Client Interaction: will be interacting with clients on a weekly and monthly basis to discuss Process related issue, governance, PIP discussion, price changes, process change, sales discussion certification Etc.Coaching: will be completing RCA’s on repeats, transfers, ACHT, long transferred call, etc. to provide feedback to BQ and avoid any behaviors on callTraining and headcount management: Since I have been part of CUB (Consumer unaligned BB) which is a standalone Queue where I have handled End to end process Show less

  • Shift Lead

    Aug 2016 - Mar 2017

  • First Line Manager

    Mar 2009 - Aug 2016
• 

  Wipro Limited

  Mar 2017 - Dec 2019

  Assistant Manager

  Company Wipro BPO Limited Period From 13-Mar-2017 till date Process GIS Sub process - Mapping Designation Assistant ManagerJob Profile: Leading PVR & CatchME process End to End (GIS as Operations Manager)ResponsibilitiesMaximize productivity and management systems by establishing specific H-1 goals and managing operations for PVR & CatchME with 57+FTE. Operates as Subject Matter Expert for processMonitored customer feedback to devise business strategies and determine process improvements for better customer experiences, Will be the first point of contact escalation for the team & Customer.Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability Smooth workflow, ensuring trained staff, policy download is provided and all SOP"s are updated.Creating enough jobs with the help of CC team and allocating to the teams to avoid any Adhoc mode.Reduced receiving dock errors by conducting timely analysis and checks Ensured Quality Audits and feedback from the quality team are performed regularly and all feedback loops are closed. Come up with various Analysis, tool improvementWorking with Metrics team on OPS Scorecard as a business is still in manual tracking maintaining all reports and sharing with PGMS on daily, Weekly, Monthly, quarterly and Yearly basis through presentation ( WBR, MBR, and QBR) to Client and Senior Managers.Responsible for production Planning & meeting of H1 goals / SLA and Approach NoteAbility to manage the process in pilot stages and helping team managers to move the process from Pilot to BAU without any lags. I have handled two transitions in current role ( Maps and bedrock) end to end, Staff allocation, training, Gradbay, process improvement Handling appraisals, ensuring team goals and metrics are met.Employee engagement rep from MAPS and Conducting Rewards and Recognition for LOB. Show less

• 

  Lenovo

  Dec 2019 - now

  Program Manager