Hanitha Nandigam
Service Delivery Leader
Hyderabad
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
1
1
Language
Work History
Assistant Manager - Operations
Genpact India Private Limited
05.2020 - Current
- Managed daily operations, ensuring smooth functioning of the organization and consistent delivery of high-quality services.
- Conducted performance evaluations for Team members, identifying strengths and areas for improvement to optimize team performance.
- Client Management
- Contributed to Weekly, Monthly and Yearly Business Reviews with the Client.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Improved service quality, addressing client concerns promptly and professionally.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Organized staff meetings regularly, promoting open communication channels between team members and leadership personnel.
Team Lead - Operations
AdWords-Digital Marketing - Google
06.2016 - 03.2018
- Spearheaded client meetings to determine project needs and professional requirements and identify correct course of action enhance client success.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Provided weekly updates on digital marketing campaigns to clients, discussing strategic initiatives and methods for improvement.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Customer Service Representative /Certified Trainer
Google AdWords
09.2012 - 05.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Education
Bachelor of Arts - Accounting
Siddhartha Degree College
Hyderabad, India 04.2001 -
Skills
Timeline
Assistant Manager - Operations
Genpact India Private Limited
05.2020 - Current
Team Lead - Operations
AdWords-Digital Marketing - Google
06.2016 - 03.2018
Customer Service Representative /Certified Trainer
Google AdWords
09.2012 - 05.2016
Bachelor of Arts - Accounting
Siddhartha Degree College
04.2001 -
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