Srividhya B Email & Phone Number

Chennai, Tamil Nadu, India

Delivery head Operations leading a Australian Telco for copper line of services across sites

Heads the complete Call Centre Operations, Training & Quality. Lead, motivate and coach Team Leaders to ensure they deliver the right customer experience through their coaching and leadership of the agents.Drive improvements in team performance and productivity. Conduct performance and development reviews for all direct reports, and champion the concept of performance management throughout the department. Manage Customer relations/retention activities to ensure minimal churn and high customer satisfaction

Roles:Handling Backend operations of IDEA Cellular for TN, KL & AP CircleProviding End to end resolution for the entire customer base of , KL & AP Circle for Idea cellular Bringing in new businessIdentifying the process gap and bridging the gapHandling front end for Dealer help deskHandling revenue enhancement deskKPI AdherenceClient coordinationPerformance Review with the clientsOptimum Utilization of ManpowerEnsuring optimum Revenue per associate Achievements:All the three transitions were smooth and brought new business to the company from the 3rd month of migrationsMet all KPI from BETA period itself and gained client confidence resulted in new business Smooth migration of new CRM launch without pendency Part of & Scored 100% on Train the Trainer program for New CRM launch and Trained 2 batches with 100% certification. Consistency of SLA adherence as per clients requirementHandling NDNC process for TN & KL and coordination with Various other operators, Internal team to close as per TRAI RegulationsHandling Appellate calls personally for TN circle

Email ProcessRoles:Handling NDNC Desk for Pan IndiaHandling Nodal DeskReports Manipulation and Maintenance of the sameTeam BuildingShift RoasterTimely Handling of escalationsClient coordinationAllocation of MailsMails AuditAchievements:Handled Top corporate customers for Pan India (16 Circles).Built healthy relationship and client coordination across 16 circles.Pilot process streamlined within 2 months across pan India Recognized as Best Team lead and given an additional responsibility of handling another new pilot process for RetentionsConsistency of SLA adherence as per clients requirementHandling NDNC process for Pan India and coordination with Various other operators, Internal team to close as per TRAI RegulationsHandling Nodal Desk with 100% in Quality adherence

Heading the Backend operations of IDEA Cellular for TN, KL & AP Circle. Providing End to end resolution for the entire customer base of , KL & AP Circle for Idea cellular.Bringing in new business. Identifying the process gap and bridging the gap.Ensuring optimum Revenue per associate

Non Voice

Non Voice

Handling the Email Team for TN circle with the team size of 20 people. KPI adherence, Team Building, Timely Handling of escalations, Client coordination, Reports Manipulation and Maintenance of the same & Shift Roaster

Selected for Repeat calls, Billing and Escalation calls skill set. Identified as best performer in Voice Process and moved to Non voice process.Won the Best performer Award for the month of July'06 in Non-voice process.Promoted as Team leader for TN Non Voice through IJP.

Bachelor Of Business Administration - Bba, Business Administration And Management, General, First Class

M O P Vaishnav College For Women, Bachelors Of Business Administration

B.B.A From M.O.P