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Somina Manikanta Manohar

Outstanding performer in training and quality with in business process outsourcing. Proven Success leadership, Operational excellence and organizational with keen understanding of elements of business. Recognized and inspiring management team members to excel and encouraging create work environments.

Key Skills

Leadership and team work
Managing Quality
Plan Sales Training & Development
Sales Recruiting
Operations Strategy
Training, Coaching & Mentoring
Business Process Management

Professional Experience

Jul 2020
Present
Sr. Associate in quality.
WNS Global Services Visakhapatnam, IN
  • Lead Team of 25 Members while providing excellence customer service.
  • Monitor Team Performance and report on Metrics and sharing hourly reports
  • Following up on own tasks and following up cases on behalf of absent members of the team.
  • All requests must be responded to within the client agreed SLA.
  • All requests must be handled with a minimum 99% accuracy.
  • All trackers used to capture information for MIS purposes must be diligently updated at all times.
  • Checking the Ops Box and responding to emails / maintaining the workflow.
  • Develop QA process and procedures.
  • Send the In progress report to team members weekly to do their follow-ups.
  • Communicate with Team about their performance by doing internal quality audits.
  • Processing all work in terms of the agreed Sow.
Jun 2018
Present
Sr. Associate Ops.
WNS Global Services Visakhapatnam, IN
  • Adaptable to learn new processes, concepts, and skills.
  • Resolving customer complaints brought to your attention.
  • Solving customer queries through Email and close the case with in the TAT.
  • Trained on 13 queues to resolve customer queries.
  • Managing a team of representatives offering customer support.
  • Planning the training and standardization of service delivery.
Aug 2017
May 2018
Assistant Manager
SFS Technologies - Hyderabad, IN
  • Trained Team Members and successful strategies to meet operational and sales Targets.
  • Recruiting Sales Mangers.
  • Monitored Employee performance and developed improvement plans.
  • Processing Loans with all Non Banking financial Company (NBFC) and collected required documents from customers for loan processing.
  • Assessed vendor products and maintained positive vendor relations.
  • Assisted in all processes from concept to market.

Education

Jun 2015
May 2017
MBA/PGDM in Aditya Global Business School.
Jawaharlal Nehru Technological University.
Jun 2012
Apr 2015
B.com Computers in ABM Degree College
Andhra University

Certifications

2016
Employee Job Satisfaction
Thandava co-operative sugar Pvt Ltd.
2015
Performance Management
Future retails groups.
2017
A Study on office time management
Millennium software solutions,

Achievements

2020
Collaboration
  • I was one of top performer from last 2 years.
  • Come up with a new idea of sorting agents in a static manner that improved things.
  • Given support to other process (Payment services).
  • Been complimented by our Manager and Team.
  • Worked as an HR "Spoc".
  • Identified a problem and solved it.
  • Re-organized Quality accuracy to make it work better.

Hobbies & Interests

  • Cricket
  • Listening to Music
  • Long Drive

Languages

English
(Fluent)
Hindi
(Basic)
Telugu
(Native)

Career Aspiration

In the next 3 years, I would like to be recognized as an expert in this sector. This job will for sure provide me with a golden opportunity to do the same I'm excited to take up managerial responsibilities in the coming years. I want to set up realistic goals for myself and also for my organization.

Get in touch with Somina