Jyothi Rajan Email and Phone Number

Project Description:Worked as a Team Leader and handling 4 teams of 13 members. Responsible for 100% quality of all the transactions processed, preparation of daily/weekly/monthly reports for Governance decks, ensuring new joiners training and development and overview of Operational Excellence. Responsible for handling a team of new joiners who will be trained on critical activities and later moved to respective streams.• Engage in daily/weekly/monthly calls with stakeholders and client on day-to-day activities, status of requests, query handling, report any miss in SLAs on a regular basis.• Responsible for reason codes & accuracy of reason codes.• Quality checks (100%) to be performed for outgoing documents, emails, and proper feedback to be given. • Preparation of weekly/monthly reports for AHT, FTE’s, SLA’s, Capacity Utilization (CU) and Quality reports. • Providing an overview of client for new joiners and training them on current processes.• Once training is completed ensuring that they are allocated to respective streams based on requirement.• Work Instructions to be created and/or updated regularly as per change of process. • Root Cause Analysis (RCA) to be documented and Corrective Action Plan taken.• Travelled to Brisbane – Australia for Knowledge Transfer twice. Went through intensive training whilst onshore. Post training conducted the Reverse Training for the team members and responsible for the smooth transition of the new process.

Subject Matter Expert (SME) Transaction Analyst – October 2013 to presentEnvironment: Oracle, MS OfficeProject Description:Currently handling 2 teams – Quality control and new joiners team. Responsible for 100% quality of the requests processed, preparation of weekly/monthly reports for Governance decks, ensuring new joiners training and development and overview of Operational Excellence. Responsible for handling a team of new joiners who will be trained on critical activities and later on moved to respective streams.• Engage in daily calls with stakeholders and client on day to day activities, status of requests, query handling, report any miss in SLA’s on a regular basis.• Quality checks (100%) to be performed for outgoing documents, emails and proper feedback to be given. • Preparation of weekly/monthly reports for AHT, FTE’s, SLA’s, Capacity Utilisation (CU) and Quality reports. • Providing an overview of client for new joiners and training them on current processes.• Once training is completed ensuring that they are allocated to respective streams based on requirement.• Guiding the team members to prepare them for the next level.