Vineetha K.

About Vineetha K.

Training, Knowledge Management, and Service Excellence leader with 13+ years experience…

Experience

1. Associate Manager

   Tech Mahindra Business Services

   Aug 2023 — Present · Hyderabad, IN

   Process and Operations Management• Transitioning the project by streamlining the process for smooth functionality• Reviewed learning docs at the time of transitioning new work domain• Process Improvisation for the benefit of customers and organization.• Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.• Supervising the preparation of reports to provide feedback to the management on the performance as per the requirement.• Reviewed SOW and reported the discrepancies to the stakeholders.• Quality & Compliance• Setting quality standards for operational areas & ensuring adherence to quality standards ensuring that the teams adhere to all the quality tool and procedures.• Taking initiatives through various programs to educate the team members about the company procedures.• Compliance Handling• Defining Floor Policy and making sure that is being maintained and followed• Process & Client Servicing• Mapping client’s requirements and ensuring rendering of effective solutions in line with the guidelines specified by the clients.• Taking escalations for resolving critical issues.• Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels and future business generation.• Successfully implemented Suggestion Portal within the Contact center.

Education

• Gayatri Vidya Parishad College of Engineering (Autonomous)

  Bachelor of Technology - BTech, Mechanical Engineering

• Jawaharlal Nehru Technological University

  Bachelor of Technology (BTech), Mechanical Engineering

  2008 — 2012