Meghana K. Email & Phone Number

United States

San Francisco Bay Area

San Jose, California, United States

United States

Manage project development from initiation to closure.Manage day-to-day client interaction and project requirements.Complete project charter outlining: scope, goals, deliverables, required resources, budget and timing.Assist with proposal efforts including completing project scoping and LOE (Level of Effort) assessments.Provide a project schedule to identify when each task will be performed.Track and report on project milestones and provide status reports.Identify resources needed and assign individual responsibilities.Create and execute project work plans and revise as appropriate to meet changing needs and requirements.Maintain a strong relationships with client to support business development efforts Communicate effectively with clients to identify needs and evaluate alternative business solutionsResolve any issues and solve problems throughout project life cycleEffectively facilitate regular team and client meetingsClearly communicate expectations to team members

India

• Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution• Understanding across tools to guide and coach team on quality and user experience towards continuous improvement• Manage operations and provide recommendations to strategic plans and reviews; prepare and complete action plans; implement production, manage productivity, quality and shrinkage; resolve problems; complete audits; identify trends• Identify top issue drivers and escalate to tool owners for proactive resolution• Own the team metrics like Productivity, Utilization, AHT and quality• Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives• Raise and track issues and conflicts, remove barriers, resolve issues of medium to high complexity involving stakeholders and escalate to appropriate level when required• Establish and maintain credible, professional relationships with clients, internal business lines, and external vendors• Handle the daily operations of the team like volume, leaves, shift rotation escalations etc.• Forecast requirements; prepare and report monthly revenue variance/forecast• Develop operations process by determining best practices; develop, implement, enforce and evaluate policies and procedures• Primary point of contact for customer escalations and communicate with the team and devise ways of improving the customer experience, including resolving problems and escalations• Perform RCA (Root Cause Analysis) on escalations

Mumbai Area, India

•Lead key initiatives and special projects; setting up project teams, cadence, key milestones/tasks, tracking KPIs and reporting to stakeholders on outcomes and opportunities• Implement strategies and efforts such as standardizing/adoption of new tools, process for increased efficiencies and self-service abilities• Identify opportunities for streamlining, and enhanced processes and providing potential solutions for exploration. Including researching competitors, industry standards, etc.• Brand stewardship: Key contact for providing global brand and visual identity guidance. Shape and influence adoption of brand and visual identity efforts.• Develop and execute a communication plan to foster internal cross-team collaborations and enhance vendor relationships.• B&D Budget tracking and reviews with B&D sub teams and Finance

Responsible for the project's overall KPI/SLA performanceOversee production of weekly, monthly, and ad-hoc reportsPerform regular audit and review of service performance and trend reports for the project and develop and implement actions or remedies as necessary to ensure adherence to quality standards, deadlines and proper procedures, correcting errors or problems as neededAnalyze individual and team performance on a regular basis and provide timely developmental feedback; monitoring training plans and ensure training needs are met and motivate the teamCollect, analyze and report on operations information in support of process, system and policy redesignMonitor project activities daily to make adjustments to scheduling for call queue to ensure timely handling of calls and non-telephone tasksFocus on optimization of process management, effective utilization of available resources, information sharing, SLAs, and discrepancy resolution processesDevelop regular statistical reports, analyzes contact trends, and create presentations for management / Stakeholders and Clients.Develop and maintain departmental budgets. Ensure department meets financial goals and objectives

Mumbai Area, India

Responsible for overall team's performance Manage day to day operations of employeesPrepare and present WBR/MBR/QBR to the stakeholdersManage reporting of volume, quality and other metrics to client stakeholderAssess the quality of consultants on the projectMeet volume and quality targets for all quality assurance audits Identify and provide feedback on trends or patterns, such as error trendsProvide suggestions for policy, process, and workflow improvementsCalibrate on process knowledge with client teams on a regular basis to ensure consistent, reliable performanceIdentify root causes for business related issues and recommend solutions to improve overall client satisfactionTake accountability for effectively handling escalationsAssist with monitoring and tracking incidents to ensure timely resolution

Mumbai Area, India

Interact with clients and build relationships with them while ensuring their needs are being metOversee a team of customer service Associate's and ensure they are providing an exceptional client experienceMastermind creative ways to deliver an exceptional client experienceDevelop and oversee the implementation of client service protocolsResolve complex client problems or disputes in a professional mannerCoach and support team members to help them meet departmental goalsKeep records and documentation of client interactions for training purposesCreate monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement

Mumbai Area, India

Communicate accurately all plan rules and provisionsHandle all escalation calls with the highest level of customer service in a courteous and professional mannerCoach employees on use of external resources/updates/process changesShare ideas for service and process improvements at team meetingsOperate in tandem with account leadership and individual team leads to create a culture of team efficiency and drive agent productivityResponsible for auditing calls and managing the accuracy for the employees

Mumbai Area, India

Mumbai Area, India

• Handle customer inquiries of varying types and Technical support• Analyze payment history/notes and clearly communicate account statuses to customers• Active listener and effective probing question skills• Work independently in a metric-driven environment • Excel in attention to detail and proactive in initiatives