Sona Singh Email & Phone Number

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Cognizant is an American multinational corporation that provides IT services, including digital, technology, consulting, and operations services. I Joined CTS as SME in 2012 for Digital BPS - Insurance domain. I am proactive and collaboratively work closely with all levels of organization by assuming all responsibilities of managing daily activities, directing operations and supervising team in order to meet all the key metrics.Key Responsibility: I work with team of 30 associates spread across five sub processes I handle all the reports of the process which are sent daily, weekly and monthly such as FTE billing, Forecast, Over Time processing Initiated and planned to clear Additional volume in specified time and making sure that the associates are being remunerated for extra hours spent – Team received accolade for Good Work!! I justify my role of being a team manager to an Auditor, Trainer, Mentor, Coach, an Advisor in purview of situation Effectively used concept of Negotiation, Crisis Management, Problem Solving, Delegation & Emotional intelligence to run the process efficiently meeting the requirement of both Process and People Maintained cordial relationship with stakeholder and a direct contact for all process related information and been appreciated for process ideas!! Developed tools as a Lean Project to reduce AHT and improved process efficiency Provided Ideas and suggestion for process automation – Reduced 50% volume for one of the sub tracks Improvised SOPs to reduce exception through procedural Ideas and suggestions Analyzed data to check route cause of the problem and arrive at solution to mitigate it Hold good knowledge on Six Sigma tools like FMEA, Control Chart, Fish Bone Analysis, Pareto Analysis and Lean Strategy Facilitate Team engagement activities to improve presentation and communication skills along with fun and learning Ensuring consistent improvement of the team members and focusing on their career growth

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Hyderabad, Telangana, India

I Joined BA Continuum in 2007 as a fresher. Post completion of training (40 days) for Pre and Process training, I started handling customer query through emails. Followed GUEST (Genuine Greeting, Undivided Attention, Empowerment, Solve the problem, Thanks the Customer) standards to identify and resolve customer requests ensuring a quick resolution and thereby customer delight.Consistently been the top performer of the month for a period of over 1 year and received many accolades from the customers and management.Key Responsibility: Preparing the Training manual/material to train the trainees Monitoring team’s performance Identify areas of improvement and coached team on same Providing feedback to the bottom quartile Cascading procedural updates to the team Ensured frequent team-building activities for the team to maintain healthy and hygiene work environment Prepared Process Map using Visio and Flow chart for four sub processes Certified as JDI/BPS (Just Do it/Best Practice Sharing) for developing tools which reduced time and increased efficiency Managing and approving fee refunds as a SPOC (Secondary Point of Contact) in the absence of team lead, ensuring refund acceptance level above 75% Apart from handling E-mails, I was also trained in Chat (Passcode Enrollment) and was ranked top 10 in stacks across site (Hyderabad & Gurgaon) for two cycles Monitoring team’s capability to handle tough Emails/Chats customer and addressing the best possible solution Auditing D-Sat chats and providing feedback to the team member to avoid/reduce D-Sat score to meet the target Maintaining and updating the team performance tracker and preparing detailed numerical and graphical data presentation using PPT, Pivot and Graphs and cascade the same to team member Spocs for fun activities and conducted various activities across process. Participated in various events held in an organization such as Nanhi Kali (Volunteer), foundation Day and Town hall