Tathapudi Mounica Raman

• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Leveraged AI technologies to summarize case details, improving case resolution times.
• Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.
• Facilitated training sessions and workshops for team members on new processes and tools, resulting in a 25% increase in team productivity and efficiency.
• Orchestrated regular cross-departmental meetings to ensure alignment on project goals and milestones, enhancing strategic coherence and boosting team morale
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Drove the adoption of agile methodologies within the team, fostering a culture of adaptability and continuous feedback.
• Developed and implemented comprehensive case management plans to address client needs and goals.
• Evaluated IEP for compliance with state and federal requirements regulations and rectified non-compliance issues immediately.

Acting Team Lead

• Delivering SLAs for USA/ CA markets with the span of 25-30 content review specialists for Google Maps.
• Responsible for meeting the client metrics i.e. Productivity, Accuracy and TAT (Turn Around Time).
• Performing root cause analysis to identify error trends and driving plan of action to maintain quality metrics below 2%.
• Created a cheat sheet as a reference for associates working on Machine Learning related projects, which helped in reducing Questionnaire error rate from 14% to 2% in 1 month.
• Drove Call recording pilot project for US locale to eradicate Contradictory Information received on call from 20% to 0% ,resulting in reduction of calls at QAs end upto ~70% . This helped in reduction of error rate from 2.6% to 1.4% and sustain it.
• Expansion of call recording lead to spike in hang up rate due to the call length. Worked with Policy team to redefine the definition of Call disposition. Came up with connector statements for associates to be used on call to reduce the hang up rate from 40% to 8% and better user experience.
• Collaborating with training team to implement changes on training content, coaching and feedback method for better quality of the associates.
• Handling client/user escalations, finding out the cause, mitigating it and driving preventive measures to avoid it.
• Monitoring performance of bottom quartile associates and providing coaching, training to improve it. For the year 2020, 25 Ops were into BQM and none was moved to PIP.
• Contributing on Client/ vendor relationship through weekly, monthly, quarterly business reviews, flagging challenges and ensuring operational metrics are met.
• Collaborating with the engineering team on input data quality, sharing batch insights on the percentage of Unverifiable data, to improve the quality of data sets.
• Part of hiring team responsible to hire candidates that are more suitable for the project to work on multiple regional & foreign languages.
• Initiating and Automating daily/weekly/monthly critical reports to run operational metrics efficiently and better visibility for all the stakeholders.

• Handled team of 12-15 associates working on US/CA market and ensuring data quality on Maps is current and accurate.
• Guiding and Coaching team members through continuous 1:1 feedback, shadowing, huddles, knowledge base updates and process knowledge tests.
• Actively involved in client engagement through periodic business reviews and discussing performance.
• Handling special projects/recruiting initiatives including assessment of best practices in research techniques and act as a guide to drive research for the project and be a POC for any operational updates.
• Building dashboards as per client requirement and as per business requirements.

• Providing content moderation support for all Geo requests.
• Understanding of market specific legal and cultural practices that enable effective content review.
• Meeting process SLAs/metrics within established timelines.
• Stay updated with process knowledge/changes - refer to knowledge updates/repositories to effectively process transactions.