Shruti Bhandaram

Experience

• 

  Genpact

  Feb 2012 - Feb 2024

  Assistant Manager Training and Quality

  • CSAT performance - Improved CSAT from 58 to 76.3% on the new chat channel in 3 months in 2020 by re-skilling and upskilling the team members and continuously providing feedback• Process Transition – Key member of the fraud underwriting transition from Gurgaon to Hyderabad in the year 2005. Role included knowledge transfer, training the team, preparing process documents, post go live monitoring, adding necessary audits and arriving at smooth steady state• Weekly Report Automation - Created an automated report for weekly reporting to clients which was originally 3 days and 2 FTE effort, changed it to 30 min and 1 FTE resulting in cost and timelines saving. This was initiated and implemented in Jan 2015 at Genpact• Feedback Form - Created a form for feedback delivery for Genpact client saving USD 800 per month in May 2015• Cross Training - Trained a team of Quality Analysts on all the aspects of reporting and presentation and created a team of universal coaches at Genpact• Handling Pilot Batch - Improved CSAT by 5% and AHT by 2 minutes for Telugu team as the Front-Line Manager of the pilot project at Genpact• Audit Form Creation - Helped create a better audit form which included all parameters of support and communication along with client. Form is currently being used by all the operating teams which was originally created for one business process• Learning Plan Design - Created a new Learning Plan along with the client to improve communication for all projects• Train the Trainer – Initiated a project on training on the trainers from all projects to create a team of universal trainers that can train on both product and communication. This is currently in progress and the idea has been appreciated by the client Show less

• 

  Teleperformance

  Feb 2024 - now

  Quality Manager