Rama Surisetti Email & Phone Number

Hyderabad, In

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Analyzed problematic areas to provide recommendations and solutionsIdentifying and defining the scope of proposed venture, thereafter chartering progressive path for futurePlanning and sequencing resources, schedule, time, cost to build a proposed budget and timeline chartIdentifying conceptual risk and defining support resources to monitor, manage and report within the scopeBusiness and Strategic partnering with vendors/clients to understand in build venture interoperability and probabilityThis leading to the future scalability of the ventureControlling output quality and compliance in accordance with the contractual agreementFacilitating commitment and productivity, removing obstacles, and motivating team membersAligning projects to business goals, managing stakeholders, and communicating project status, milestones, and unexpected difficulties effectivelyAchieving set deliverables with defined BCP structureProjects – Private Finance/Mortgage/Hospitality - (Clients/Data not mentioned due to NDA)Onboarded and managed new client accounts to boost retention ratesCreated and developed detailed work plans to meet business priorities and deadlinesPrepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs

Hyderabad, Telangana, India

Handle multiple lines of businesses in a Home Preservation process assisting customers with mortgage restructuringCollaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics and reduce dollar impactWork with inter-functional teams to streamline processesIdentify and drive process excellence along with Tech teamsDesigned and implemented several reporting procedures to improve client sat and SLA management through forecasting, resource and capacity planning, depending on client's and business requirements.Strengthened operational efficiency to remain cost-effective while maintaining quality serviceConducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goalsReduced financial discrepancies to minimize threats to health and productivity of businessMentored team members to enhance professional development and accountability in workplaceEnsure preparedness to audit and leverage six sigma tools to drive revenue, reduce costs and add value to the customerInfluence decisions using demonstrated business/ functional knowledge in the given field, while balancing risk and rewardEnsure that action is taken on the gaps identified by the internal audit team and are bridged at the earliestResolve all people issues escalated by the manager determine their satisfaction levels & identify means of positively impacting the sameAppraise team leaders, create a development plan and identify training needsDeveloped organizational structure to outline and direct rules, roles and responsibilitiesMade hiring recommendations to increase company's productivity and profitability with quality workersDemonstrate strong customer service ethic in the team through active communication, regular updates & meetingsRemedied issues and conflicts among workers using negotiation and active listening.

Hyderabad Area, India

AML

Hyderabad Area, India

Maintain unwavering focus on delighting the customer/ client. Maintaining sense of urgency, dedication and passion for exceeding the expectations of internal/ external customers/ clients earning customer/client loyalty through demonstrating spirited behaviours.Ensure adherence to the productivity, turn-around-time and accuracy. Identifying key trends and proactively taking action to identify ways to meet the % to Goal month on month.Fostering an environment that helps development and proactively creating new systems and structures to enhance and streamline reporting.Validate the current risk and compliance procedures and identify probable gaps and issues in the existing procedures.Ability to maintain good connect with LOB partners and able to handle Issues and Escalations independently by contributing towards consistent delivery on Business metrics along with other new responsibilities and setting higher standards of self and Team performance through analytical thinking & logical reasoning for rational decision making, thereby building productive teams that works effectively together to achieve or exceed set operational targets & client Service.Regularly identifying potential areas for process improvement, through Six Sigma Methodology. Good team management skills, problem solving skills, time management skills and leadership skill along with strong negotiation, communication & presentation skills.Ensure process maps and workflows are in place and validated regularly, by owning the validity & accuracy of data and information available in BPM. Identify and mentor Risk Mitigation, Customer Experience & Business impact projects and mentor cost efficiency projectsPreparation of results reports and dashboards, presentation for senior management and leadership team.Knowledgeable in various human resources standards in the areas of compensation, employee relations, general benefits, employment and staffing practices.

Hyderabad Area, India

Ensuring meeting the Key Performance Indicators month on month.Consistent approach on maintaining financial discipline through reviewing utlization, cross trainings and budget management.Month on month review with stake holders and share holders - HR, OPEX, Technology, Security, Transport & BCMR.Connecting with production group month on month and also setting up random connects to address employee issues and understanding huddles in the business from the root level.Grooming team developers and facilitating talent rotation.Taking up Associate Engagement activities.Monitoring performances of teams and individual associates. Holding staff meeting with Front Line Managers.Monitoring and guiding the FLMs to take additional responsibilities and identify top talents for the next roles.Driving projects which increase Business efficiency or reduce cost.Volume forecasting and Leave management.Half yearly and annual appraisals & Promotion reviews.Partnering with Line of Business to deliver as per business strategy.Monthly Rewards and Recognition.

Hyderabad Area, India

Adherence to the Service Level Agreements - Productivity, Turn around time and accuracyEngage in improvising processes through re-engineering, system checks and process automation.Periodical sample quality check of associates processing work.Interact with client on transactional issues.Review daily key operational variables.Develop back up and contingency plans.Act as a change agent and provide implementation assistance as and when the need arises.Provide Subject Matter Expertise on processes.Update Manager on process performance and critical people issues.Identify potential people issues amongst the team and resolve the same on proactive basis.Provide process problem resolution assistance to teams via one o ones and coaching sessions.Assess performance of Team members and conduct performance reviews.Provide coaching and feedback to team members.Hold regular team meetings with team members to ensure that there is constant flow of information and knowledge dissemination - query logs, issue resolution.Assist new hires such that they are productive on the floor in the shortest possible time frame.Assess training needs, provide training opportunities and train new hires and existing staff.Cross train team members.Appropriately use Rewards & Recognition to energize and motivate team members.Handle all logistics related issues - roster management.Leave planning, Managing Compensatory offs and unscheduled leaves.Initiating disciplinary procedure in conjunction with HR and the Reporting Manager.

Hyderabad Area, India

Part of a five member team chosen to migrate a new process (Chat) and set up operations in India.I was chosen to train the team at Gurgaon. Responsible for auditing the emails sent by the associates to the Bank of America customers as per the quality guidelines on a daily basis.Maintaining consistency and accuracy in responding to the customer inquiries by the associates at multiple sites - Hyderabad and Gurgaon.Conduct quality sessions for the team in partnership with the Training team.Analysing team performance and assist in Training need identification.Participate in procedural document discussions with Line of Business and Training team to bridge any gaps.Participate in calibration/MSA/ATA with the Line of Business.Oversaw chat employees to ensure customer satisfaction goals were consistently met.Also was responsible to handle chats that needed to defuse volatile customer situations calmly and courteously.Identified chronic customer issues by creating and maintaining customer complaint log.Contribute questions for the monthly Product Knowledge Tests based on procedures and previous months' error trends.Assist the Team Leader in SOP revisions, technical advancements and automation.Conduct refreshers as and when required and provide feedback.

Hyderabad Area, India

I was one of the pilot batch associates to work in the Email customer service for Bank of America deposit accounts. Met all customer email guidelines including service levels, handle time and productivity.Investigated and resolved customer inquiries and complaints in an empathetic manner.Maintained up-to-date knowledge of product and service changes.Adhered to all confidentiality requirements at all times.Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.Earned a reputation for exceeding service standard goals. Moved up to the next level within an year.Gathered and verified all required customer information for tracking purposes.Accurately documented, researched and resolved customer service issues.

Master Of Business Administration (M.B.A.), Human Resources Management/Personnel Administration, General, First Class

Bachelor’S Degree, Mathematics, Statistics And Computer Science, First Class