Message

Somina Manikanta Manohar

Qulaity lead and 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

Problem solving
Developing Project Management Plans
Business Process Improvement
Quality Standards & Best Practices
Program Performance & Quality Metrics
Leader ship and Team Work
Training, Coaching & Mentoring
Operations Strategy

Professional Experience

Aug 2021
Present
Quality Team Lead
Wns Global services Visakhapatnam, IN
  • I have been selected for Quality Team lead Postion in Wns Global Services .
  •  Carrying out RCA on identified opportunities
  • Preparing reports by collecting, analyzing and summarizing information.
  • Performs regular email monitoring and coaching sessions with agents as per contractual agreement.
  • Participates and facilitates internal / external calibration sessions – involving Quality, Operations and Training
  • Supports the Quality leader in departmental initiatives and goals – eventually supporting Operations as end result.
  • Evaluating calls / campaigns setup by team and providing feedback

Jul 2020
Aug 2021
Sr. Asscoicate Quality
Wns Global services Visakhapatnam, IN
  • Working as senior Customer Service Executive for Estes Billing Support process.
  • Being a part of the pilot batch have excelled in Product & process knowledge. 
  • As an agent I really performed well,  In the year 2019 -2020 out of 12 months in 9 months i was one of top performer in the team,   given my performance I have been asked to take  the responsibility of quality audits in the month of june , along with my Lead Coach. 
  • I got the opportunity to conduct Quality audits to support the process for 13 months from July 2020 to August-2021.  
 
Jun 2018
Jul 2020
Sr. Associate
Wns Global services vizag, IN
 Builds and maintain business relationship with clients by providing prompt and accurate service to customer. ... Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.

Aug 2017
May 2018
Junior Manager
Sfs Technologies Hyderabad, IN
  • Assessed vendor products and maintained positive vendor relations.
  • Maintains staff by recruiting, selecting, orienting, and training employees.
  • Contacting clients to understand their requirements and work on a sales plan. 
  • Monitored Employee performance and developed improvement plans.
  • Accomplishes department objectives by managing staff; planning and evaluating department activities. 

Education

Jun 2015
May 2017
MBA/PGDM in Aditya Global Business School
Jawaharlal Nehru University, Kakinada.
Jun 2012
Mar 2015
B.com Computers in Abm Degree College
Andhra University
Jun 2010
Mar 2012
Commerce in Sri Raja Goverenment Junior College
Board of Intermediate

Certifications

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

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) I have 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 Music
  • Long Drive

Languages

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

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