Nikhitha Ch Email & Phone Number

Hyderabad, Telangana, India

Spearheaded the management of multiple projects across various lines of business (GIS Google Mapping), ensuring consistent delivery and maintenance of KPIs, achieving SLA targets by 98%.Managed a team of 30 associates, overseeing task delegation, optimizing productivity, and increasing team efficiency by 15%.Drove process improvements by identifying gaps, implementing new strategies, and cutting operational costs by 10% through effective budget control and resource allocation.Strengthened team dynamics through regular training, coaching, and feedback sessions, which enhanced employee engagement and performance metrics by 20%.Led client interactions and escalations, resolving complex issues and maintaining a 95% client satisfaction rate.Developed comprehensive reports analyzing data trends, supporting informed decision-making and continuous process improvement.Achieved compliance and quality adherence while ensuring risk management protocols were met consistently across projects.

Hyderabad, Telangana, India

Managed high-volume projects in GIS Apple Mapping and International Voice, consistently maintaining KPIs, including AHT, First Call Resolution, and CSAT, achieving a 98% SLA adherence rate.Prepared and executed weekly capacity plans and headcount deployment, optimizing resource utilization and meeting volume forecasts with 100% accuracy.Conducted Root Cause Analysis (RCA) for client escalations using 5Y analysis, reducing escalations by 25% and improving client satisfaction.Led Gemba Walk initiatives, implementing best practices across the team, resulting in a 10% improvement in quality metrics.Audited calls and provided voice and accent training, enhancing customer interaction quality, leading to a 15% increase in CSAT scores.Maintained comprehensive project documentation, feedback loops, and quality improvement plans, which streamlined communication and increased project efficiency by 12%.Promoted to Assistant Team Lead for outstanding performance in leading teams to exceed KPIs and enhance overall project performance.

Hyderabad, Telangana, India

Hyderabad, Telangana, India