K Anitha

Team Leadership & Management.

> Lead and manage voice support teams for Money Mart Canada (French support) and Electrolux Canada (English and French support), and messaging support teams for automotive clients such as Hyundai US, Hyundai Canada, Mitsubishi Canada, Subaru US, Toyota, Kia, as well as many dealerships across the USA and Canada.
Provide day-to-day management, ensuring teams meet performance targets, service quality, and customer satisfaction.
Coach and mentor team leads, promoting continuous professional development and ensuring high-performance standards across teams.

Operational Strategy & Execution

Develop and implement operational strategies to enhance support efficiency for all three teams.
Establish KPIs and SLAs to maintain service excellence, balancing the needs of each client and type of support.
Drive operational consistency by implementing processes that cater to sector-specific requirements and customer service expectations.

Quality Assurance and Compliance

Ensure voice support for Money Mart Canada adheres to industry and regulatory standards specific to the financial sector, particularly in handling customer information securely and efficiently.
Maintain compliance and quality assurance in messaging support for automotive clients, aligning with their distinct service level requirements and operational standards.
Managing QA team and regularly reviewing team output for adherence to quality benchmarks, ensuring continuous improvement in service delivery.

Reporting and Analytics

Oversee the generation of performance reports for both Money Mart and automotive clients, tracking key metrics such as response times, resolution rates, and customer satisfaction.
Analyze support data to provide actionable insights for continuous improvement and to anticipate future operational needs.
Present findings and recommendations to senior management, utilizing data to guide operational decision-making.

• Equifax is an American multinational consumer credit report agency
• They have an application called SIEBEL and ACRO which is used to collect credit detail records of Canadien Equifax customer
• Equifax sells credit monitoring and fraud prevention services directly to consumers
• Functional Architect
• Developing and monitoring strategies for ensuring the long-term financial viability of the organization
• Overseeing the Cengage learning Reprints and Customs operations of the organization and manage its compliance with legal and regulatory requirements
• Promoting a culture that reflects the organization’s values, encourage good performance, and reward productivity
• Evaluating in-place systems, processes & procedures, streamline where appropriate, along with the technology implementation and optimize within budget constraints
• Contributing policy inputs in the areas of production, finance, Operations, Quality Management, Human Resource, Industrial Relations to ensure that the company stays afloat in the midst of competitive business scenario
• Working on organization’s overall mission and revenue objectives percolating the message down to every level
• Maintained a variety of reports which are routed internally on a timely basis to the top management; the project outcome/results are validated using sales goals and product quality and on-time delivery
• Meeting the priorities set by the QA within the given time frame
• Key Deliverables: Customer Support 24
• 7 overnight batch support
• Providing spontaneous translations from French to English and English to French
• Experienced in telecom domain
• Extensively worked on Incident management, problem management and change management
• Responsible for the successful production implementation of the project
• Notable highlights: Overall toper and have acquired maximum CSAT report with certification
• Received Appreciation for the quality of work from the stakeholders
• Mentored two fresher batch on project orientation.

• Documents translated mainly include marriage, birth, and death certificates for the Pondicherry municipality.
• Experience in technical and non-technical translations.
• Translated about 200,000 words from French to English.
• Learned best practices to be able to provide the best translation into the target language.